Customer service stories - Page 1
Does anyone know what a CDP is anymore?
Today
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crm
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cx
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supply chain
Customer Data Platforms are evolving beyond marketing, becoming essential for unified data, AI readiness, and privacy compliance across enterprises.
Kore.ai & TeKnowledge partner to deliver scalable AI at enterprise level
Today
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digital transformation
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cx
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genai
Kore.ai and TeKnowledge have partnered to help enterprises scale AI adoption beyond pilots, enhancing customer service and business operations globally.
AI set to transform customer experience & loyalty in 2025
Today
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digital transformation
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cx
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ai
In 2025, AI will revolutionise customer experience, with 86% of US consumers recognising its value and a shift towards faster, digital-first service.
AI to create new roles as Nimbl predicts job growth not loss
Last week
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digital transformation
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cx
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martech
Nimbl predicts AI will create new job roles and growth, transforming the workforce with personalised services rather than causing redundancies.
Voitec appointed to distribute Heedify Teams console in ANZ
Last week
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uc
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digital transformation
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cx
Voitec is now the official distributor of Heedify’s Microsoft Teams attendant console in Australia and New Zealand, enhancing frontline communication efficiency.
Skillsoft & Salesforce launch AI learning for support teams
Last week
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it training
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cx
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martech
Skillsoft partners with Salesforce to launch AI-powered training within its platform, aiming to close skill gaps in customer support teams and enhance service quality.
R&S Grating accelerates operations with cloud ERP from Wiise
Last week
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digital transformation
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rpa
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supply chain
Australian supplier R&S Grating has boosted efficiency with Wiise cloud ERP, cutting stock outages and admin time by over 60%, while improving forecasting accuracy.
Calabrio launches unified platform to boost contact centre teams
Last week
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uc
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data analytics
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ai
Calabrio launches a unified Performance Management platform to streamline contact centre employee management and boost productivity with AI-driven tools.
AI boosts customer service happiness as global wellbeing falls
Last week
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uc
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digital transformation
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cx
Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.
AI lifts customer service satisfaction as global happiness falls
Last week
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uc
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digital transformation
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cx
Global happiness fell nearly 10 points to 58% in 2025, but AI-driven customer service satisfaction rose 5 points to 41%, says NiCE’s report.
RingCentral debuts customer journey analytics for Australian users
Last week
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uc
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cx
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martech
RingCentral has launched Customer Journey Analytics for Australian users of its RingCX platform, enhancing visibility across unified communications and contact centres.
Rethinking CRM: How generative AI Is breaking down silos and redefining the future of customer service
Last week
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crm
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digital transformation
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cx
Generative AI is transforming CRM, breaking down silos across teams to deliver seamless, personalised customer experiences and boost business agility.
Kingston unveils refreshed XS Series SSDs for pros & users
Last week
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storage
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customer service
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flash storage
Kingston launches refreshed XS Series external SSDs, offering up to 4TB storage and 2,000MB/s speeds for pros and portable options for everyday users.
Gamma & Clear Business partner to boost UK SME connectivity
Last week
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digital transformation
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customer service
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business communications
Gamma and Clear Business have teamed up to provide UK SMEs with enhanced managed connectivity and voice services, combining enterprise-grade tech with local support.
HubSpot launches direct connector for ChatGPT CRM insights
This month
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saas
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crm
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data analytics
HubSpot has launched a direct ChatGPT connector for CRM insights, enabling users to analyse customer data with natural language queries and no coding.
NiCE announces 2025 partner awards for AI & automation excellence
This month
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uc
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digital transformation
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cx
NiCE has honoured partners across APAC and EMEA for driving AI and automation excellence in customer service with its 2025 International Partner Awards.
Lockyer Valley council completes ERP upgrade to boost services
This month
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saas
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devops
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digital transformation
Lockyer Valley Regional Council has upgraded its ERP system to TechnologyOne’s platform, enhancing services for 45,000 residents and improving staff efficiency.
Contact centres use AI to balance staffing & wellbeing needs
This month
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cx
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martech
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ai
Contact centres are using AI to flexibly scale staffing in real time, enhancing customer service while protecting employee wellbeing amid rising demand.
ANZ consumers want first-contact solutions but satisfaction lags
This month
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uc
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cx
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martech
Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.
Appian launches Connected Claims 2.0 to transform insurance
This month
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digital transformation
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cx
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martech
Appian launches Connected Claims 2.0, an AI-driven platform to revolutionise insurance claims with faster processing, fraud detection, and improved customer experience.