Customer service stories - Page 14
Survey finds slow adoption of autonomous AI agents in enterprises
Wed, 1st Oct 2025
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ai security
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risk & compliance
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genai
Only 15% of IT leaders are adopting fully autonomous AI agents, as concerns over governance and trust slow enterprise deployment, says Gartner survey.
ServiceNow unveils AI Experience to unify workflows & boost productivity
Wed, 1st Oct 2025
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crm
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digital transformation
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hcm
ServiceNow launches AI Experience, a unified conversational AI platform integrating workflows to enhance productivity across enterprises with secure, multimodal tools.
AI & trust reshape customer experience as stakes for brands rise
Tue, 30th Sep 2025
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data protection
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digital transformation
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biometrics
As AI reshapes customer experience, brands must build trust with seamless, personal digital interactions or risk losing consumers amid rising expectations.
Consilium expands AI apps for Webex Contact Centre worldwide
Tue, 30th Sep 2025
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uc
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cx
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martech
Consilium Software has launched new AI-powered apps for Webex Contact Centre, enhancing quality management and voice automation across North America and Asia Pacific.
NiCE names Jeff Comstock as President to drive CX innovation
Mon, 29th Sep 2025
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saas
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uc
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cx
NiCE has appointed Jeff Comstock, former Microsoft VP, as President to lead innovation and expand AI-driven customer experience from October 2025.
Gallagher Security celebrates double win at NZ Security Awards
Mon, 29th Sep 2025
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cx
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martech
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customer service
Gallagher Security won two top awards at the 2025 New Zealand Security Awards, recognising excellence in customer service and technical expertise.
Safe Software launches 24/7 global support for FME platform users
Thu, 25th Sep 2025
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data analytics
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partner programmes
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big data
Safe Software now offers 24/7 global support for FME platform users, ensuring expert help anytime to minimise downtime and maintain business continuity worldwide.
Behind the bots: Rebuilding agent trust in the age of AI
Tue, 23rd Sep 2025
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cx
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martech
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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.
Cloudflare to offer 1,111 global internships & expand student support
Tue, 23rd Sep 2025
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network infrastructure
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ai
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cloud services
Cloudflare will recruit 1,111 interns globally in 2026, expanding its programme to support students with hands-on tech experience and mentorship worldwide.
How retailers can nail peak season success in 2025
Mon, 22nd Sep 2025
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cx
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martech
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supply chain
Retailers must embrace technology and end-to-end planning to meet soaring consumer demands and excel in the 2025 peak shopping season.
Customer Science launches AI tool to boost contact centre accuracy
Mon, 22nd Sep 2025
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uc
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risk & compliance
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ai
Customer Science unveils Knowledge Quest, an AI tool enhancing Australian contact centres with real-time, accurate information to boost efficiency and satisfaction.
Banks accelerate shift from AI research to practical deployment
Fri, 19th Sep 2025
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fintech
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cx
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data science
Banks have accelerated the shift from AI research to practical tools, with top institutions rapidly deploying innovations in trading, fraud prevention, and customer service.
Adyen & LVMH unify payments to enhance luxury customer journey
Thu, 18th Sep 2025
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fintech
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cx
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martech
Adyen is unifying payment systems across nearly 50 LVMH Maisons to enhance luxury customer experiences in over 1,000 stores globally.
Samsung expands remote appliance service to 122 countries worldwide
Wed, 17th Sep 2025
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cx
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martech
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smart home
Samsung has rolled out its Home Appliances Remote Management service to 122 countries, supporting 17 languages for smarter, remote appliance care.
Calabrio launches AI-driven workforce solution for contact centres
Tue, 16th Sep 2025
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genai
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ai
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agentic ai
Calabrio unveils Workforce Intelligence, an AI-powered platform enhancing contact centre operations with real-time adaptability and improved agent performance.
FourKites wins top usability award for AI-powered supply chain
Fri, 12th Sep 2025
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network infrastructure
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supply chain
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digital twins
FourKites has earned the second-highest usability ranking in the Nucleus Research 2025 Control Tower Value Matrix for its AI-powered supply chain platform.
NiCE named leader in 2025 Gartner Magic Quadrant for CCaaS
Thu, 11th Sep 2025
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uc
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paas
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cx
NiCE has topped the 2025 Gartner Magic Quadrant for CCaaS, leading in both Ability to Execute and Completeness of Vision for the first time.
Superdry streamlines global retail operations with AI platform
Tue, 9th Sep 2025
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digital transformation
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ai
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customer service
Superdry has upgraded its global retail operations with Cegid's AI platform to boost efficiency, cut admin, and support staff across its UK, European and US stores.
NiCE completes Cognigy deal to boost global AI customer experience
Tue, 9th Sep 2025
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uc
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digital transformation
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cx
NiCE has acquired Cognigy, merging their AI to enhance global customer experience platforms with advanced conversational and agentic AI technology.
APRA AMCOS updates music licensing with Microsoft Dynamics 365
Sun, 7th Sep 2025
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crm
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digital transformation
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erp
APRA AMCOS partners with EY and Microsoft to launch Dynamics 365, streamlining music licensing across Australia and New Zealand for 124,000 creators.