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Customer service Stories - Page 44

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Customer service stories

Luxury Escapes expands travel protection with new coverage
Customer Experience

Luxury Escapes expands travel protection with new coverage

Luxury Escapes and Cover Genius have broadened their partnership to launch a new 'Cancellation Protection' feature for travellers, offering 100% refunds.

By Kaleah Salmon • 3 min read • Tue, 15th Apr 2025
Google unveils Gemini 2.5 AI models for enterprises
Firewalls

Google unveils Gemini 2.5 AI models for enterprises

Google has launched the Gemini 2.5 series of AI models, boosting enterprise applications with advanced reasoning capabilities and tailored solutions for businesses.

By Sean Mitchell • 3 min read • Thu, 10th Apr 2025
Deloitte boosts AI offerings with Google Cloud alliance
Customer Relationship Management

Deloitte boosts AI offerings with Google Cloud alliance

Deloitte has expanded its partnerships with Google Cloud and ServiceNow, unveiling over 100 AI agents aimed at revolutionising client operations across multiple sectors.

By Sean Mitchell • 3 min read • Thu, 10th Apr 2025
Google Cloud unveils AI features to enhance customer service
Digital Transformation

Google Cloud unveils AI features to enhance customer service

Google Cloud has unveiled AI enhancements in its Customer Engagement Suite, enabling businesses to improve interactions and service efficiency significantly.

By Sean Mitchell • 2 min read • Thu, 10th Apr 2025
Empowered contact centre agents crucial for driving CX success
Unified Communications

Empowered contact centre agents crucial for driving CX success

As customer expectations rise, NICE's Rod Lester emphasises the critical role of agent empowerment in contact centres, driven by AI tools for enhanced service.

By Melania Watson • 4 min read • Wed, 9th Apr 2025
VistaPrint report: Australian SMBs face 2025 challenges
Customer Experience

VistaPrint report: Australian SMBs face 2025 challenges

VistaPrint's 2025 SMB Report reveals that while over 65% of Australian small businesses face economic challenges, half remain optimistic for the future.

By Shannon Williams • 3 min read • Thu, 3rd Apr 2025
Alcatel-Lucent Enterprise unveils new AI chatbot ALIE
Generative AI

Alcatel-Lucent Enterprise unveils new AI chatbot ALIE

Alcatel-Lucent Enterprise has unveiled ALIE, a generative AI chatbot designed to boost efficiency for channel partners and employees, significantly reducing support calls by 50%.

By Sean Mitchell • 2 min read • Thu, 3rd Apr 2025
Prvidr opens new office in Townsville for tech expansion
Software-as-a-Service

Prvidr opens new office in Townsville for tech expansion

Prvidr has opened a new office in Townsville to better serve its expanding clientele across Queensland, boosting technology job opportunities in the region.

By Melania Watson • 2 min read • Wed, 2nd Apr 2025
CDNs are central to enhancing the delivery of AI-augmented customer experiences
Edge Computing

CDNs are central to enhancing the delivery of AI-augmented customer experiences

As generative AI reshapes customer interactions, experts urge reliance on edge infrastructure and CDNs to ensure seamless, low-latency user experiences.

By Stephen Gillies • 5 min read • Mon, 31st Mar 2025
Talkdesk launches AI-driven tool to enhance knowledge bases
Generative AI

Talkdesk launches AI-driven tool to enhance knowledge bases

Talkdesk has launched its Knowledge Creator feature, leveraging generative AI to transform customer service knowledge bases and improve agent support.

By Catherine Knowles • 2 min read • Fri, 28th Mar 2025
Alibaba Cloud unveils Qwen2.5-Omni-7B multimodal AI model
Artificial Intelligence

Alibaba Cloud unveils Qwen2.5-Omni-7B multimodal AI model

Alibaba Cloud has unveiled the Qwen2.5-Omni-7B, a new multimodal AI model capable of processing various media types in real time, aimed at enhancing edge devices.

By Sean Mitchell • 2 min read • Fri, 28th Mar 2025
Contact centres face challenges with AI in customer care
Unified Communications

Contact centres face challenges with AI in customer care

A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.

By Sean Mitchell • 3 min read • Wed, 26th Mar 2025

Stories from Other Regions

Customer service stories

UK retailers face substantial losses from missing parcels
Customer Experience

UK retailers face substantial losses from missing parcels

UK retailers have suffered losses of around GBP £464 million in missing parcels during the peak shopping season, with potentially millions more unaccounted for.

By Shannon Williams • 3 min read • Fri, 18th Apr 2025
Gen Z in Australia spend more dining out as Boomers cut back
Customer Experience

Gen Z in Australia spend more dining out as Boomers cut back

Research from Square reveals younger Australians, especially Gen Z, are dining out and spending more, while older generations cut back amid cost-of-living pressures.

By Shannon Williams • 5 min read • Thu, 17th Apr 2025
AI & personalisation drive new luxury demand in Aussie dining
Data Analytics

AI & personalisation drive new luxury demand in Aussie dining

Research shows 65% of Australian restaurants use AI to enhance personalisation, boost efficiency, and meet rising consumer expectations in hospitality.

By Melania Watson • 5 min read • Thu, 17th Apr 2025
DaveAI secures funding to expand AI technology globally
Customer Experience

DaveAI secures funding to expand AI technology globally

DaveAI has raised new funds in a pre-Series A round led by Inflection Point Ventures and SucSEED, aimed at enhancing its AI technology and global expansion.

By Kaleah Salmon • 3 min read • Mon, 14th Apr 2025
ServiceNow appoints new VP to boost Asia operations
Customer Experience

ServiceNow appoints new VP to boost Asia operations

ServiceNow has appointed Melissa Ries as Group Vice President for Asia & Korea and Yen Yen Tan to its Global Advisory Council to boost operations in the region.

By Melvin Hipolito • 3 min read • Wed, 2nd Apr 2025
Singaporeans spend 40m hours on hold, report reveals
Unified Communications

Singaporeans spend 40m hours on hold, report reveals

Singaporeans have spent a staggering 40 million hours on hold for customer service, as revealed by a ServiceNow report highlighting ongoing service challenges.

By Shannon Williams • 3 min read • Fri, 28th Mar 2025