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Five9 & Google Cloud launch unified AI contact centre CX
Unified Communications

Five9 & Google Cloud launch unified AI contact centre CX

Five9 and Google Cloud unveil a joint AI-powered CX platform, unifying contact centre workflows and customer data across all channels.

By Shannon Williams • 3 min read • Thu, 15th Jan 2026
Babeltext unveils MC-ML-AI to turn chats into actions
Unified Communications

Babeltext unveils MC-ML-AI to turn chats into actions

Babeltext debuts MC-ML-AI, a standard to turn multilingual, multichannel customer chats into completed bookings, transactions and cases.

By Sofiah Nichole Salivio • 4 min read • Thu, 15th Jan 2026
Chargebacks surge threatens retailers' holiday profits
Data Analytics

Chargebacks surge threatens retailers' holiday profits

Chargebacks surge after record online holiday sales, with USD $181 billion in returns putting retailers' first-quarter profits at risk.

By Shannon Williams • 4 min read • Thu, 15th Jan 2026
Google unveils AI shopping protocol & brand agents
Customer Experience

Google unveils AI shopping protocol & brand agents

Google launches a Universal Commerce Protocol and Business Agent tools as it bets on AI agents to drive the next era of online shopping.

By Mark Tarre • 3 min read • Thu, 15th Jan 2026
Ant backs Google's Universal Commerce Protocol push
Crypto

Ant backs Google's Universal Commerce Protocol push

Ant backs Google's new Universal Commerce Protocol to standardise how AI agents handle shopping, payments and post-purchase support.

By Sofiah Nichole Salivio • 4 min read • Wed, 14th Jan 2026
Nintex tips 2026 'reality check' for enterprise agentic AI
Data Analytics

Nintex tips 2026 'reality check' for enterprise agentic AI

Nintex warns enterprise agentic AI will face a 2026 reality check, with tighter budgets, targeted use cases and tougher governance.

By Sofiah Nichole Salivio • 4 min read • Wed, 14th Jan 2026
AI to transform business risk, trust & compliance by 2026
Unified Communications

AI to transform business risk, trust & compliance by 2026

AI will reshape risk, trust and compliance in 2026 as firms swap hype for embedded tools, tighter controls and higher regulatory scrutiny.

By Mark Tarre • 12 min read • Wed, 14th Jan 2026
SAS forecasts agentic AI to transform banking by 2026
Digital Transformation

SAS forecasts agentic AI to transform banking by 2026

SAS predicts agentic AI will run core banking by 2026, reshaping trust, fraud defences, climate risk and quantum-powered decision making.

By Sofiah Nichole Salivio • 10 min read • Tue, 13th Jan 2026
Klaviyo predicts AI voice shopping & smart returns
Digital Transformation

Klaviyo predicts AI voice shopping & smart returns

Klaviyo forecasts 2026 surge in AI voice shopping, automated returns and connected-device purchases reshaping how consumers buy.

By Mark Tarre • 4 min read • Tue, 13th Jan 2026
Zendesk flags APAC demand for transparent, smarter AI CX
Data Analytics

Zendesk flags APAC demand for transparent, smarter AI CX

Zendesk warns APAC brands that rising CX expectations demand transparent, context-rich AI that resolves issues instantly or risks churn.

By Shannon Williams • 5 min read • Tue, 13th Jan 2026
AI agents to reshape retail, squeeze SaaS & ad spend
Customer Experience

AI agents to reshape retail, squeeze SaaS & ad spend

AI agents will reshape how shoppers discover brands, forcing retailers to rethink visibility as SaaS vendors and ad budgets come under strain.

By Shannon Williams • 5 min read • Tue, 13th Jan 2026
Salesforce adds shared-context AI tools for retailers
Unified Communications

Salesforce adds shared-context AI tools for retailers

Salesforce launches Agentforce 360 retail tools to unify AI across marketing, eCommerce and service, promising smoother shopper journeys.

By Mark Tarre • 3 min read • Tue, 13th Jan 2026

Stories from Other Regions

Customer service stories

StarHub unveils fast-service compact store at Suntec City
Robotics

StarHub unveils fast-service compact store at Suntec City

StarHub has launched a compact fast-service store at Suntec City, targeting office workers and city shoppers seeking quicker, human-led support.

By Karen Joy Bacudo • 3 min read • Thu, 15th Jan 2026
Forrester: AI to drive modest job losses, not apocalypse
Digital Transformation

Forrester: AI to drive modest job losses, not apocalypse

Forrester says AI will cut US jobs but stop short of apocalypse, driving 6% of losses by 2030 while reshaping millions more roles.

By Joseph Gabriel Lagonsin • 3 min read • Thu, 15th Jan 2026
AI to manage 41% of Singapore customer service by 2027
Digital Transformation

AI to manage 41% of Singapore customer service by 2027

AI is set to manage 41% of Singapore's customer service cases by 2027, as service teams embrace “agentic” tools despite security concerns.

By Shannon Williams • 4 min read • Tue, 13th Jan 2026
From complexity to clarity: How AI is transforming UK local government
Smart Cities

From complexity to clarity: How AI is transforming UK local government

UK councils ramp up AI spending to boost efficiency and services, but poor strategy and complexity risk wasting taxpayers' money.

By Simon Hayward • 4 min read • Tue, 13th Jan 2026
Renfrewshire AI adviser Millie hailed as model for councils
Unified Communications

Renfrewshire AI adviser Millie hailed as model for councils

Renfrewshire's AI adviser Millie cuts calls, saves GBP £110,000 and wins awards, as Scotland is hailed a model for council services.

By Kaleah Salmon • 3 min read • Mon, 12th Jan 2026