Customer service stories
AI adoption grows in Singapore retail as trust concerns persist
Today
#
digital transformation
#
cx
#
data privacy
Salesforce's report reveals 85% of Singaporean retailers plan to boost AI investments, with 69% viewing AI agents as vital for competitive edge in 2025.
Overcoming technology, process and integration hurdles: The role of the CIO amid local government reform
Today
#
digital transformation
#
customer service
#
public sector
Local government reform in England demands CIOs overcome tech and process challenges to ensure smooth service delivery during major council restructures.
NICE & ServiceNow partner on AI to unify customer service
Yesterday
#
crm
#
uc
#
devops
NICE and ServiceNow partner to launch an AI-powered platform by Q4 2025, uniting customer service and enterprise operations for faster, seamless fulfilment.
N-able wins Gold at Stevie Awards for AI-powered customer support
Yesterday
#
data analytics
#
digital transformation
#
cx
N-able won a Gold Award at the Stevie Awards for its AI-driven customer support, enhancing engagement and service for partners globally.
UK marketing leads AI adoption, legal sector hesitant
Yesterday
#
hcm
#
ai
#
customer service
UK marketing teams lead AI adoption with just 2% resistance, while legal professionals show the highest scepticism at 19%, reveals Freshworks report.
Unlocking Retail Growth: The WhatsApp Customer Service Revolution
Yesterday
#
encryption
#
cx
#
martech
E-commerce retailers are boosting loyalty and revenue by using WhatsApp's 3 billion-user reach for faster, efficient, and personalised customer service.
How to turn the contact centre grind into interesting and rewarding work for your agents in 2025
2 days ago
#
uc
#
digital transformation
#
cx
AI-powered tools are transforming contact centres by easing agents' workloads, boosting job satisfaction, and cutting staff churn in 2025.
Human customer service drives loyalty & up to GBP £100 spend
4 days ago
#
cx
#
martech
#
ai
Research from Ventrica reveals positive customer service boosts spending by up to GBP £100 per interaction, with consumers favouring human contact over AI.
Revolut reports record profits in Australia & globally for 2024
Last week
#
fintech
#
cx
#
blockchain
Revolut reported record 2024 results with AUD $4.4m net profit in Australia and USD $1.0bn globally, driven by surging customers and revenues.
Visa launches AI-assisted shopping with security focus
Last week
#
digital transformation
#
fintech
#
blockchain
Visa has launched Intelligent Commerce, partnering with AI leaders to enable secure, AI-assisted shopping and payments tailored to user preferences.
Agentic AI helps firms boost CX satisfaction & cut costs per case
Last week
#
cx
#
martech
#
cdp
Forethought's 2025 report reveals agentic AI boosts CX outcomes, resolving 57% more tickets and cutting costs by over 20%, outperforming traditional AI solutions.
Customer support leads global adoption of enterprise generative AI
Last week
#
digital transformation
#
software development
#
customer service
IoT Analytics finds customer support leads enterprise generative AI use, with 49% of deployments aiding issue resolution among 530 projects analysed.
Calabrio boosts contact centres with over 70 new AI features
Last week
#
data analytics
#
cx
#
martech
Calabrio unveils 70+ new AI-driven features in Calabrio ONE, boosting efficiency and customer service in contact centres, available within six months.
Klearcom launches Verify+ for enhanced global IVR testing
Last week
#
saas
#
uc
#
devops
Klearcom has launched Verify+, a global solution enabling firms to simulate and test customer service calls in over 100 languages before going live.
Lallemand adopts self-service portal to end costly legacy orders
Last month
#
paas
#
digital transformation
#
cx
Lallemand has launched a new B2B self-service portal powered by commercetools, replacing traditional ordering to boost efficiency and global scalability.
Aussie Broadband sees 30% gains with SUSE open platform
Last month
#
virtualisation
#
uc
#
private cloud
Aussie Broadband has boosted operational efficiency by up to 30% with a new SUSE Rancher Prime cloud platform, enhancing service reliability for 780,000 users.
UK retailers face substantial losses from missing parcels
Last month
#
cx
#
martech
#
supply chain & logistics
UK retailers have suffered losses of around GBP £464 million in missing parcels during the peak shopping season, with potentially millions more unaccounted for.
Gen Z in Australia spend more dining out as Boomers cut back
Last month
#
cx
#
martech
#
supply chain & logistics
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.
AI & personalisation drive new luxury demand in Aussie dining
Last month
#
data analytics
#
cx
#
martech
Research shows 65% of Australian restaurants use AI to enhance personalisation, boost efficiency, and meet rising consumer expectations in hospitality.
Genesys named leader in Forrester Wave CCaaS platforms report
Last month
#
uc
#
cx
#
martech
Genesys leads Forrester's Wave report for Q2 2025 in CCaaS platforms, excelling in AI, innovation, and strategy for customer experience solutions.