Gartner: Only 4% of Service Leaders See Expected AI ROI
Just 4% of customer service leaders have achieved the ROI they expected from AI, despite organizations allocating an average of 12% of their service budgets to the technology, Gartner says.
In brief
Short, checked, cited where we can. The announcements, the moves and the things worth a look.
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Booking.com Says AI Users Book More, Convert Faster
Booking.com says AI tools had a measurable impact across its travel and dining brands in Q3. Daily AI search visitors using trip search rose tenfold from Q2, Priceline’s Penny and Agoda’s AI Assistant users converted at roughly twice the rate of non-users, generating Agoda booking values around 20% higher, while OpenTable’s OpenAI integration delivered 190,000 seated covers in September.
CrowdStrike Expands AI Security Capabilities With New Features and 2 Acquisitions
CrowdStrike used Fal.Con Europe 2026 to unveil a set of AI security updates for the agentic enterprise, including an AI Kill Switch to terminate rogue or unauthorized agents, agent-level controls, AI traffic inspection and expanded protection across environments including Claude Cowork, AWS AgentCore, Dell AI Factory with NVIDIA, CoreWeave and Lovable. CrowdStrike also announced planned acquisitions of Fiddler and Dreadnode.
Coforge Launches BridgeCX for Personalized Customer Engagement
Coforge, a global AI-native engineering services firm, has launched BridgeCX, a customer engagement solution built on the Pega Customer Decision Hub from Pegasystems and integrated with Mastercard Dynamic Yield. BridgeCX is designed to connect enterprise-grade decisioning with real-time digital execution to help organizations deliver hyper-personalized customer experiences.
U.K.'s NCSC Warns of Malware Attack Against Critical Infrastructure By 2028
AI-powered malware is highly likely to be used in a ransomware attack against the U.K.’s critical national infrastructure by 2028, the National Cyber Security Centre (NCSC) has warned. CEO Dr Richard Horne said the era of “tech on the cheap” at the expense of security is over, warning that AI will increase the speed, scale and sophistication of cyberattacks.
Orange France Selects Kbrw and Accenture to Improve Customer Experience
Orange France has selected Kbrw and Accenture to transform how it manages customer orders and inventory across online channels, retail stores and B2B operations. The next phase will extend the system to replenishment orders for retail stores, with B2B and enterprise orders to follow in 2027.
8x8 Gains Microsoft Certification for Teams Calling
8x8 has gained Microsoft certification for its session border controller technology across both Direct Routing and Operator Connect. The company says the move simplifies global Teams calling in 57 countries by removing the need for third-party gateway infrastructure.
VAPOR PANDA Deploys AI to Scale Global Espionage, CrowdStrike Warns
CrowdStrike has linked a global cyber-espionage campaign to China-nexus threat actor VAPOR PANDA, which it says has targeted more than 200 organizations across at least 14 countries since October 17, including government, defence, finance, telecoms, semiconductor and pharmaceutical entities.
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