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Black Friday returns surge threatens brands' profits
Unified Communications

Black Friday returns surge threatens brands' profits

Record Black Friday online sales risk hollowing out profits as soaring returns, refunds and BNPL queries squeeze retailers' margins.

By Sean Mitchell • 4 min read • Wed, 17th Dec 2025
ServiceNow buys Moveworks to build AI 'front door'
Digital Transformation

ServiceNow buys Moveworks to build AI 'front door'

ServiceNow buys AI assistant specialist Moveworks to create a single conversational 'front door' into automated workflows across the enterprise.

By Sean Mitchell • 4 min read • Wed, 17th Dec 2025
Retailers hit by 'Christmas Returns Hangover' surge
Unified Communications

Retailers hit by 'Christmas Returns Hangover' surge

Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.

By Sean Mitchell • 4 min read • Wed, 17th Dec 2025
Odigo acquisition boosts ALE Connect hybrid CCaaS push
Unified Communications

Odigo acquisition boosts ALE Connect hybrid CCaaS push

Odigo's takeover of Akio deepens its ALE Connect alliance with Alcatel-Lucent Enterprise, accelerating hybrid CCaaS and agentic AI innovation.

By Sean Mitchell • 4 min read • Tue, 16th Dec 2025
SonicWall rolls out AI chat & tools for self-service
Firewalls

SonicWall rolls out AI chat & tools for self-service

SonicWall launches AI chat, unified search and tutorials to speed self-service support while keeping traditional help channels in place.

By Sean Mitchell • 4 min read • Mon, 15th Dec 2025
Twilio predicts stricter AI customer service rules by 2026
Digital Transformation

Twilio predicts stricter AI customer service rules by 2026

Twilio predicts Asia Pacific customer service will face strict AI transparency rules and mandatory bot disclosures by 2026.

By Shannon Williams • 5 min read • Fri, 12th Dec 2025
Tenable hack of Copilot AI agent exposes fraud risks
Data Protection

Tenable hack of Copilot AI agent exposes fraud risks

A Tenable demo shows a Copilot-built AI agent can be jailbreaked to steal card data and grant free trips, exposing major fraud risks.

By Melania Watson • 4 min read • Fri, 12th Dec 2025
Snowflake, Anthropic expand USD $200m Claude AI deal
Software-as-a-Service

Snowflake, Anthropic expand USD $200m Claude AI deal

Snowflake and Anthropic deepen Claude tie-up with a USD $200m deal to push compliant AI agents across Snowflake's global data cloud.

By Sean Mitchell • 4 min read • Fri, 12th Dec 2025
US banks dominate AI patents as Europe falls behind
Data Protection

US banks dominate AI patents as Europe falls behind

US banks tighten grip on AI patents in finance, with a small North American elite racing ahead as European rivals fall further behind.

By Sean Mitchell • 4 min read • Thu, 11th Dec 2025
UiPath & Talkdesk unite agentic AI for healthcare CX
Unified Communications

UiPath & Talkdesk unite agentic AI for healthcare CX

UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.

By Catherine Knowles • 4 min read • Thu, 11th Dec 2025
Shippo unveils AI shipping platform for agentic commerce
Customer Experience

Shippo unveils AI shipping platform for agentic commerce

Shippo has launched MCP, an AI-powered platform that lets commerce-focused agents turn natural language shipping requests into live actions.

By Catherine Knowles • 5 min read • Thu, 11th Dec 2025
AI agents to transform enterprise, retail & security by 2026
Unified Communications

AI agents to transform enterprise, retail & security by 2026

AI agents are tipped to sweep through enterprises, shops and security by 2026, automating work, reshaping retail and redefining digital trust.

By Kaleah Salmon • 6 min read • Wed, 10th Dec 2025
Singulr AI appoints Bask Iyer to steer enterprise AI governance
Software-as-a-Service

Singulr AI appoints Bask Iyer to steer enterprise AI governance

Singulr AI hires veteran tech leader Bask Iyer as Strategic Advisor to guide CIOs on governance amid rapid enterprise adoption of agentic AI.

By Melvin Hipolito • 5 min read • Wed, 10th Dec 2025
How AI, social commerce & experience will reshape retail in 2026
Customer Experience

How AI, social commerce & experience will reshape retail in 2026

By 2026, AI, social commerce and immersive physical retail experiences will transform how consumers interact with brands both online and in stores.

By Shannon Williams • 5 min read • Fri, 5th Dec 2025
Amazon unveils Nova 2 AI models & launches custom Forge tools
DevOps

Amazon unveils Nova 2 AI models & launches custom Forge tools

Amazon launches Nova 2 AI suite with four new models and introduces Nova Forge for firms to create custom AI solutions tailored to diverse industries and tasks.

By Sean Mitchell • 3 min read • Fri, 5th Dec 2025

Stories from Other Regions

Customer service stories

Half of UK IT websites 'fail' basic accessibility tests
Digital Transformation

Half of UK IT websites 'fail' basic accessibility tests

Nearly half of UK IT websites fail basic accessibility checks, new research warns, risking exclusion of disabled users and lost sales.

By Sean Mitchell • 4 min read • Wed, 10th Dec 2025
Agentic AI to reshape Southeast Asian businesses by 2026
Customer Experience

Agentic AI to reshape Southeast Asian businesses by 2026

Agentic AI, featuring localised language models, will transform Southeast Asian businesses by 2026, enhancing customer engagement and operational workflows.

By Shannon Williams • 4 min read • Fri, 5th Dec 2025