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Customer service Stories - Page 33

Global Stories

Customer service stories

ServiceNow unveils AI Experience to unify workflows & boost productivity
Customer Relationship Management

ServiceNow unveils AI Experience to unify workflows & boost productivity

ServiceNow launches AI Experience, a unified conversational AI platform integrating workflows to enhance productivity across enterprises with secure, multimodal tools.

By Melania Watson • 5 min read • Wed, 1st Oct 2025
AI & trust reshape customer experience as stakes for brands rise
Data Protection

AI & trust reshape customer experience as stakes for brands rise

As AI reshapes customer experience, brands must build trust with seamless, personal digital interactions or risk losing consumers amid rising expectations.

By Kaleah Salmon • 4 min read • Tue, 30th Sep 2025
Consilium expands AI apps for Webex Contact Centre worldwide
Unified Communications

Consilium expands AI apps for Webex Contact Centre worldwide

Consilium Software has launched new AI-powered apps for Webex Contact Centre, enhancing quality management and voice automation across North America and Asia Pacific.

By Melvin Hipolito • 3 min read • Tue, 30th Sep 2025
NiCE names Jeff Comstock as President to drive CX innovation
Software-as-a-Service

NiCE names Jeff Comstock as President to drive CX innovation

NiCE has appointed Jeff Comstock, former Microsoft VP, as President to lead innovation and expand AI-driven customer experience from October 2025.

By Melvin Hipolito • 3 min read • Mon, 29th Sep 2025
Australian mid caps risk falling behind as large firms lead in AI
Open source

Australian mid caps risk falling behind as large firms lead in AI

Only 27% of ASX 200 firms reported AI use in 2025, lagging behind US and UK; large caps lead while mid caps risk falling behind in adoption.

By Shannon Williams • 4 min read • Thu, 25th Sep 2025
Safe Software launches 24/7 global support for FME platform users
Data Analytics

Safe Software launches 24/7 global support for FME platform users

Safe Software now offers 24/7 global support for FME platform users, ensuring expert help anytime to minimise downtime and maintain business continuity worldwide.

By Jed Nykolle Harme • 3 min read • Thu, 25th Sep 2025
TP-Link appoints Ben Allcock to lead UK & Ireland B2B growth
Partner Programmes

TP-Link appoints Ben Allcock to lead UK & Ireland B2B growth

TP-Link has named Ben Allcock Vice President - B2B for UK and Ireland to drive growth and lead its largest European B2B team focused on SMEs.

By Jed Nykolle Harme • 3 min read • Thu, 25th Sep 2025
Behind the bots: Rebuilding agent trust in the age of AI
Customer Experience

Behind the bots: Rebuilding agent trust in the age of AI

Contact centres in Australia and New Zealand embrace AI for efficiency but face challenges in rebuilding trust and support for human agents amid rising job anxieties.

By Richard Lundgren • 4 min read • Tue, 23rd Sep 2025
Cloudflare to offer 1,111 global internships & expand student support
Network Infrastructure

Cloudflare to offer 1,111 global internships & expand student support

Cloudflare will recruit 1,111 interns globally in 2026, expanding its programme to support students with hands-on tech experience and mentorship worldwide.

By Sean Mitchell • 3 min read • Tue, 23rd Sep 2025
Cloudflare to recruit interns in 2026 & boost student support
Artificial Intelligence

Cloudflare to recruit interns in 2026 & boost student support

Cloudflare will hire 1,111 interns worldwide in 2026, vastly expanding its programme and offering US students free access to its developer platform for a year.

By Jed Nykolle Harme • 4 min read • Tue, 23rd Sep 2025
How retailers can nail peak season success in 2025
Customer Experience

How retailers can nail peak season success in 2025

Retailers must embrace technology and end-to-end planning to meet soaring consumer demands and excel in the 2025 peak shopping season.

By Jamie Cairns • 5 min read • Mon, 22nd Sep 2025

Stories from Other Regions

Customer service stories

Australian consumer loyalty hinges on trust & service quality
Data Protection

Australian consumer loyalty hinges on trust & service quality

Australian consumer loyalty relies heavily on trust and high-quality service, with 86% likely to abandon brands after poor customer support experiences.

By Kaleah Salmon • 4 min read • Wed, 1st Oct 2025
Australian firms boost data privacy investment amid AI adoption
Data Protection

Australian firms boost data privacy investment amid AI adoption

A new study reveals 82% of Australian firms are boosting data privacy investment as AI adoption rises, outpacing global and US averages amid regulatory pressure.

By Sean Mitchell • 4 min read • Tue, 30th Sep 2025
Australian mobile banking apps see high use but modest satisfaction
Customer Experience

Australian mobile banking apps see high use but modest satisfaction

Despite 69% of Australians regularly using mobile banking apps, satisfaction remains modest with a 66.0 CX Index score, says Forrester's 2025 report.

By Sean Mitchell • 3 min read • Tue, 30th Sep 2025
Gallagher Security celebrates double win at NZ Security Awards
Customer Experience

Gallagher Security celebrates double win at NZ Security Awards

Gallagher Security won two top awards at the 2025 New Zealand Security Awards, recognising excellence in customer service and technical expertise.

By Melania Watson • 3 min read • Mon, 29th Sep 2025
Regulations & AI reshape customer experience in Australia
Digital Transformation

Regulations & AI reshape customer experience in Australia

Recent APRA rules and rising outages have pushed Australian firms to prioritise reliable, AI-driven customer experiences over mere interface design.

By Kaleah Salmon • 4 min read • Thu, 25th Sep 2025
CoopVoce partners with BICS for global voice services & security
Customer Experience

CoopVoce partners with BICS for global voice services & security

CoopVoce partners with BICS to manage and secure its international voice traffic, enhancing service quality and fraud protection for 2.3 million Italian customers.

By Kaleah Salmon • 3 min read • Wed, 24th Sep 2025
Beyond automation: How AI is creating space for more human conversations in personal insurance advice
Data Privacy

Beyond automation: How AI is creating space for more human conversations in personal insurance advice

AI is easing administrative tasks in personal insurance advice, allowing advisers more time for human conversations during clients' toughest moments.

By Chris Matlock • 4 min read • Tue, 23rd Sep 2025