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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
Talkdesk unveils new AI tools for retail & consumer goods
Unified Communications

Talkdesk unveils new AI tools for retail & consumer goods

Talkdesk unveils Commerce Orchestration and Consumer Goods Experience Cloud to coordinate AI-driven retail journeys end to end.

By Catherine Knowles • 4 min read • Mon, 12th Jan 2026
BGF invests GBP £16.6m in Workbooks to fund US growth
Customer Relationship Management

BGF invests GBP £16.6m in Workbooks to fund US growth

BGF invests GBP £16.6m in Workbooks to accelerate US expansion and deepen development of its integrated mid-market SaaS platform.

By Kaleah Salmon • 3 min read • Mon, 12th Jan 2026
Google launches Gemini CX AI to unite retail journeys
Unified Communications

Google launches Gemini CX AI to unite retail journeys

Google Cloud unveils Gemini CX AI platform to link retail and restaurant shopping, service and ordering into one joined-up experience.

By Mark Tarre • 5 min read • Mon, 12th Jan 2026
Retailers warned of post-holiday surge in chargebacks
Data Analytics

Retailers warned of post-holiday surge in chargebacks

Retailers urged to brace for early-year spike in chargebacks as mobile shopping and buy now, pay later fuel record US holiday spend.

By Joseph Gabriel Lagonsin • 4 min read • Sat, 10th Jan 2026
Logitech issues manual macOS patches after apps fail
Gaming

Logitech issues manual macOS patches after apps fail

Logitech users on macOS must install manual patches for Options+ and G Hub after an expired certificate stopped both apps from launching.

By Mark Tarre • 4 min read • Sat, 10th Jan 2026
Gallagher named Global Elite Partner by Convergint
Partner Programmes

Gallagher named Global Elite Partner by Convergint

Gallagher Security secures Convergint Global Elite Partner status, deepening their worldwide alliance on integrated physical security solutions.

By Sean Mitchell • 4 min read • Fri, 9th Jan 2026
Freshworks hires Kady Srinivasan as AI era marketing chief
Software-as-a-Service

Freshworks hires Kady Srinivasan as AI era marketing chief

Freshworks names AI-focused marketer Kady Srinivasan as CMO to sharpen its global brand and go-to-market engine in crowded SaaS markets.

By Sean Mitchell • 4 min read • Thu, 8th Jan 2026
Conviva adds AI pattern analytics to customer journeys
Unified Communications

Conviva adds AI pattern analytics to customer journeys

Conviva expands Digital Product Insights with AI-driven pattern analytics, unifying journeys across apps, websites and conversational agents.

By Sofiah Nichole Salivio • 5 min read • Thu, 8th Jan 2026
Cloud security firms, Brivo & Eagle Eye, form AI security giant
Software-as-a-Service

Cloud security firms, Brivo & Eagle Eye, form AI security giant

Brivo and Eagle Eye Networks will merge under the Brivo name to create what they claim is the world's largest AI cloud security platform.

By Catherine Knowles • 4 min read • Thu, 8th Jan 2026
Simwood links WhatsApp voice with global carrier tools
Unified Communications

Simwood links WhatsApp voice with global carrier tools

Simwood launches WhatsApp Business voice integration, linking Teams, SIP and UCaaS tools to more than three billion WhatsApp users.

By Mark Tarre • 4 min read • Wed, 7th Jan 2026
Freshworks adds AI tools to streamline customer service
Software-as-a-Service

Freshworks adds AI tools to streamline customer service

Freshworks rolls out new AI tools for Freshdesk to unify channels, cut agent drudgery and boost resolution speeds for service teams.

By Kaleah Salmon • 5 min read • Tue, 6th Jan 2026

Stories from Other Regions

Customer Support stories

CelcomDigi debuts PhoneFIX monthly device repair plan
Customer Experience

CelcomDigi debuts PhoneFIX monthly device repair plan

CelcomDigi launches PhoneFIX, a monthly repair plan from RM3 offering same-day fixes for phones bought from any retailer in Malaysia.

By Sofiah Nichole Salivio • 3 min read • Tue, 13th Jan 2026
Patchworks unveils MCP to plug AI into live retail ops
Digital Transformation

Patchworks unveils MCP to plug AI into live retail ops

Patchworks debuts MCP integration layer to plug AI into retailers' live systems, promising real-time workflows beyond basic recommendations.

By Catherine Knowles • 4 min read • Mon, 12th Jan 2026
NZ firms lift tech spend as AI shifts from trials to scale
Disaster Recovery

NZ firms lift tech spend as AI shifts from trials to scale

New Zealand firms plan bigger tech budgets as optimism grows, shifting AI from pilots to scaled deployments despite talent and cyber strains.

By Mark Tarre • 6 min read • Fri, 9th Jan 2026
8x8 buys Maven Lab to boost APAC CPaaS & messaging
Unified Communications

8x8 buys Maven Lab to boost APAC CPaaS & messaging

8x8 buys Singapore-based Maven Lab to scale APAC CPaaS, folding Moobidesk into its CX platform for richer, multi-channel messaging.

By Mark Tarre • 4 min read • Thu, 8th Jan 2026