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Service Shift
The service economy continues to evolve, shaped by leadership decisions, technological adoption, and a sharper focus on customer experience.
H&M names experienced insider its new UK/Ireland MD
H&M UK & Ireland has a new managing director with Karen O’Rourke appointed to the role, succeeding Henrik Nordvall.
Leading AI Innovator Smarsh Leverages Salesforce’s Agentforce, Deploys AI Customer Service Agents for Financial Services Support
Smarsh chooses Agentforce to enhance award-winning customer service and support to deliver faster resolutions, smarter self-service, and measurable efficiency gains.
Business News from Companies The Future of Customer Experience is Written in Bucharest. CX Conference 2025 brings together global leaders and key studies unveiled for the first time
On October 14–15, Bucharest will become the meeting point for some of the most influential global and regional experts in Customer Experience.
MarketScape's "Worldwide Customer Experience Platforms for Telecommunications"
[Beijing, China, September 9, 2025] Huawei's SmartCare and Business Support Systems solutions have received top marks from IDC, a leading research and consulting firm, earning a spot in the "Leaders" quadrant of the firm's IDC MarketSpace assessment of technology vendors (“IDC MarketScape: Worldwide Customer Experience Platforms for Telecommunications 2025 Vendor Assessment” (Doc # US52580525 , August 2025).
Currys installs electronic shelf labels in shops across UK and Ireland
Currys has rolled out electronic shelf edge labels (ESEL) across its stores in the UK and Ireland.
Irish Banks Plan Mobile Payments System to Counter Revolut
Ireland’s three retail banks say they will introduce a mobile payment service next year.
Service Strength
Customer service is evolving into a cornerstone of corporate strength. These three articles challenge old notions and reveal a single vital idea: service, when treated as a strategic investment, drives resilience.
ROI CX Solutions Highlights Financial and Operational Benefits of Outsourced Call Support
ROI CX Solutions explains how outsourcing call support reduces costs, boosts efficiency, and enhances customer experience for growing businesses.
AIA Singapore engages Singapore Airlines Academy to redefine customer experience excellence and future-proof all its staff
Leading health insurance provider AIA Singapore today announced that it has engaged Singapore Airlines Academy, the training arm of Singapore Airlines, to develop a curated talent development program for AIA Singapore.
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