News

Customer relationship management (CRM)

• July 07, 2025 07 Jul'25

  Zopa to embed into Manchester’s tech ecosystem

  Challenger bank Zopa plans to eventually have 500 staff in its Manchester office, which will launch next month

• July 02, 2025 02 Jul'25

  Qantas customer data exposed in contact centre breach

  Australian flag carrier is investigating significant data theft of personal information for up to six million customers after a third-party platform used by its call centre was compromised

• June 15, 2025 15 Jun'25

  Qualtrics targets ‘action gap’ with AI copilot

  The company’s Assist for CX tool aims to help organisations act on customer feedback, with one Australian airline already using it to slash insight times from months to hours

• June 12, 2025 12 Jun'25

  Agentforce London: 78% of UK companies use agentic AI, says Salesforce

  Salesforce released Digital Labour Trends survey data to coincide with its Agentforce London 2025 event that found 78% of UK organisations are using agentic AI

• June 03, 2025 03 Jun'25

  HMRC aims to improve customer service with £1.5bn IT investment

  The department is on the hunt for customer relationship management system and contact centre as a service suppliers, following criticism of its customer service

• June 02, 2025 02 Jun'25

  Agentic AI set to handle 68% of customer service interactions by 2028

  Research reveals that advanced artificial intelligence will drive more personalised, proactive and predictive support to transform customer experience delivery

• May 27, 2025 27 May'25

  Salesforce pays $8bn for Informatica to underpin agentic AI play

  Salesforce is to pay approximately $8bn for cloud data management specialist Informatica as it looks to shore up the foundations of its developing agentic AI strategy

• May 08, 2025 08 May'25

  Oracle NetSuite’s Goldberg: Autonomous AI next applications phase

  Speaking with Computer Weekly at SuiteConnect 2025 in London, Evan Goldberg, executive vice-president of Oracle NetSuite, discussed how artificial intelligence in ERP is evolving

• April 10, 2025 10 Apr'25

  NetSuite bets big on built-in AI

  At its customer event in Sydney, Oracle NetSuite unveiled a suite of AI-powered features integrated directly into its platform at no extra cost in a bid to make AI more accessible to customers

• March 24, 2025 24 Mar'25

  Oracle plants agentic AI flag in business process automation

  Oracle promotes its Agentic AI Studio, unveiled at OracleCloud World Tour London, as an avowed business process automation accelerant

• March 24, 2025 24 Mar'25

  APIs key to unlocking AI agent potential, says MuleSoft

  Most Asia-Pacific IT leaders have either implemented or intend to deploy agentic AI in the next two years, but success will hinge on the implementation of APIs that AI agents rely on

• March 11, 2025 11 Mar'25

  Singapore Airlines to roll out Salesforce Agentforce

  Singapore’s flagship carrier is deploying Salesforce’s Agentforce AI agent platform to improve customer interactions and personalise experiences

• March 06, 2025 06 Mar'25

  TDX 2025: Salesforce vaunts Agentforce 2dx as evolved agentic AI platform

  Salesforce unveils Agentforce 2DX as further development of its autonomously agentic AI platform at its developer conference in San Francisco

• February 27, 2025 27 Feb'25

  CVE volumes head towards 50,000 in 2025, analysts claim

  Many trends, notably a big shift to open source tools, are behind an expected boom in the number of disclosed vulnerabilities

• February 24, 2025 24 Feb'25

  Zendesk to acquire Local Measure, boosting AI-powered voice capabilities

  The acquisition will strengthen Zendesk’s contact centre offering and integration with Amazon Connect, targeting larger enterprise clients

• February 17, 2025 17 Feb'25

  Liverpool reinvents customer service through digital platform

  Liverpool City Council wants to improve residents’ experience of dealing with the council, and sees digital technologies as key to achieving its goal

• February 05, 2025 05 Feb'25

  Crowd-source testing helps drive Webex accessibility

  Conferencing software Webex has a number of accessibility features built-in and has worked with Applause to test how well these work

• February 05, 2025 05 Feb'25

  APAC organisations to ramp up tech spending in 2025

  Organisations across the region are prioritising cyber security, customer experience and application development, even as they navigate cloud repatriation and a growing skills gap in AI and security

• February 04, 2025 04 Feb'25

  Can AI identify financially vulnerable people better than humans?

  Research from customer experience firm Nice finds that AI can identify financially vulnerable people better than humans and offer more comfortable channels for financial problem solving

• January 30, 2025 30 Jan'25

  Interview: Volvo’s engineering lead discusses tech stacks

  Volvo Cars’ approach to manufacturing is becoming more software-defined, built on top of what it calls ‘a superset tech stack’

• January 27, 2025 27 Jan'25

  Interview: Feryal Clark, AI and digital government minister, DSIT

  Computer Weekly talks to the parliamentary under-secretary about digital identity, the importance of trust and utilising the power of artificial intelligence

• January 24, 2025 24 Jan'25

  High Court: Sky Betting ‘parasitic’ in targeting problem gambler

  UK High Court rules that Sky Betting acted unlawfully after breaching a customer’s data protection rights when it obtained his personal data through cookies and used it to profile him for the purposes of direct marketing, despite his ‘impaired’ ...

• January 13, 2025 13 Jan'25

  Metro mayors face similar digitisation challenges to banks, but lack their resources

  UK regional leaders want to be independent of central government when it comes to digital transformation decision-making, but don’t fully understand what’s ahead

• December 11, 2024 11 Dec'24

  Freshworks rides Asia’s digital wave

  The enterprise software firm’s exponential growth in the region is driven by demand for streamlined customer and employee experiences by its mid-market customers

• December 09, 2024 09 Dec'24

  Inside Prudential’s AI strategy

  Prudential is leveraging AI across its operations, from enhancing customer interactions and streamlining internal processes to empowering its workforce through upskilling initiatives

• December 03, 2024 03 Dec'24

  F1 heightens fan experiences with the power of Salesforce

  Learn how the technical teams behind Formula One are using Salesforce’s tools to enhance fan activation and engagement at 24 races across the world, and how they are bringing AI into play with Agentforce capabilities

• October 28, 2024 28 Oct'24

  How Manulife is empowering sales and call centre agents with AI

  Canadian insurance giant is leveraging generative AI to personalise customer experiences, transform contact centre workflows and automate underwriting processes

• October 21, 2024 21 Oct'24

  Techcombank’s tech investments set to fuel record profit

  The Vietnam bank is targeting $1bn in profit in 2024 while maintaining a flat headcount and reducing physical branches, thanks to its investments in artificial intelligence and a data engine

• October 18, 2024 18 Oct'24

  How Philippine Airlines is transforming customer experience

  The flag carrier of the Philippines discusses how its digital transformation journey has improved customer experience and streamlined internal processes

• October 15, 2024 15 Oct'24

  Gitex Global: Avaya augments CX role with AI-based Virtual Operations Manager

  Virtual Operations Manager concept looks to highlight ‘art of the possible’, showing how human and AI collaboration can fundamentally alter the way customer experience is managed at the contact centre level

• September 27, 2024 27 Sep'24

  Digital customer experience critical for manufacturing, construction

  Study finds desire to improve operational efficiency, digital transformation, changing customer expectations and competitive pressures driving a shift towards an enhanced digital customer experience in key industrial sectors

• September 27, 2024 27 Sep'24

  How UEM Sunrise is driving transformation with Salesforce and AI

  Malaysian property developer UEM Sunrise is leveraging Salesforce and AI to boost sales and enhance customer experience while prioritising data sovereignty and a diversified cloud strategy

• September 23, 2024 23 Sep'24

  Metro Bank outsources IT to Infosys to cut costs and digitally transform

  Indian IT services giant taken on to support Metro Bank’s digital transformation in multi-year deal

• September 22, 2024 22 Sep'24

  Zendesk debuts outcome-based pricing for AI agents

  Zendesk customers only pay for successful AI query resolutions, easing the transition to AI-powered customer support and improving scalability during peak periods

• September 18, 2024 18 Sep'24

  M1 ditches 70% of legacy systems in cloud transformation drive

  Singapore telco M1 is switching off 70% of its legacy systems by the end of 2024 and leveraging Salesforce to offer more personalised services

• September 18, 2024 18 Sep'24

  Dreamforce 24: Salesforce taps Nvidia to power Agentforce

  At Dreamforce in San Francisco, Salesforce and Nvidia detail some of the tech that will power the software giant's newly launched Agentforce service

• September 18, 2024 18 Sep'24

  Dreamforce 2024: Salesforce calls on customers to flesh out AI vision

  A stream of customers helped Salesforce make the case for its Agentforce artificial intelligence offering on the opening day of the annual Dreamforce conference in San Francisco

• September 17, 2024 17 Sep'24

  Salesforce’s agentic AI platform to transform business automation

  CRM giant’s Agentforce lets organisations build and deploy autonomous agents to automate business processes through advanced learning and data integration

• September 09, 2024 09 Sep'24

  Forrester: IT budget growth pushed towards cross-functional teams

  Analyst firm Forrester has forecast a slight increase in IT budgets for 2025, but technical debt is one of the areas likely to feel the squeeze

• August 01, 2024 01 Aug'24

  Businesses fail to deliver consistently positive customer experience

  Research from a leading global business school’s publishing arm finds that even though 94% of business leaders think good customer experience is important for business success, just 38% believe they can deliver it

• July 31, 2024 31 Jul'24

  Court overturns Appian’s $2bn trade secrets award against Pegasystems

  Business process management software suppliers Pegasystems and Appian head for retrial after a judge finds flaws in trade secrets trial

• July 29, 2024 29 Jul'24

  AI ‘changing everything’ about customer experience

  Study from customer experience technology provider reveals the profound effect AI is having in its industry, taking it beyond traditional, manual services to more advanced, technological-driven experiences

• July 24, 2024 24 Jul'24

  Qualtrics CEO: AI can make businesses more human

  Qualtrics CEO Zig Serafin believes AI can democratise experience management and help businesses better understand what matters to both customers and employees

• July 23, 2024 23 Jul'24

  Innovations to power secure-by-design development

  Secure Code Warrior unveils technology designed to help CISOs and AppSec teams ensure their projects remain safe and free of coding errors and vulnerabilities – a big issue following the CrowdStrike incident

• July 04, 2024 04 Jul'24

  How Qualtrics is driving experience management with AI

  During the Sydney leg of its X4 conference, Qualtrics’ top executives dived deeper into its efforts to help organisations improve customer and employee experiences with AI

• June 26, 2024 26 Jun'24

  Police Scotland did not consult ICO about high-risk cloud system

  Police Scotland chose not to formally consult with the data regulator about the risks identified with a cloud-based digital evidence sharing system, while the regulator itself did not follow up for nearly three months

• June 20, 2024 20 Jun'24

  Bupa turns to data to provide personalised health services

  Private healthcare provider Bupa says a project to deploy business process automation is bringing it closer to APAC customers

• June 11, 2024 11 Jun'24

  Tableau CEO on AI moves to ease analytics adoption

  Tableau’s head honcho Ryan Aytay talks up Tableau’s efforts to bring more consumerisation and personalisation capabilities to data analytics through the use of AI

• June 11, 2024 11 Jun'24

  CDO interview: Sophie Gallay, global data and client IT director, Etam

  The French retailer has some catching up to do on its data strategy and digital transformation – and its new data chief has an ambitious roadmap to deliver on data science, business intelligence and artificial intelligence

• June 10, 2024 10 Jun'24

  Driving customer experience through cloud and AI

  Autodesk’s global CIO Prakash Kota explains how the company is modernising its IT infrastructure and adopting cloud and AI to drive customer experience