Customer service stories - Page 18

NiCE has honoured partners across APAC and EMEA for driving AI and automation excellence in customer service with its 2025 International Partner Awards.

Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.

HCLTech and UiPath have partnered to deliver scalable agentic automation, combining AI and automation to boost business agility and efficiency globally.

MTF has been Highly Commended in the 2025 Reader's Digest Most Trusted Brands Awards for car loans, highlighting its trusted service in New Zealand.

AI is transforming contact centres in Australia and New Zealand, with 98% adopting it, but human skills and trust remain crucial for success.

Australian online shoppers now prioritise product range, convenience, and trust over low prices as marketplaces face pricing pressures in 2025, says Pattern study.

NICE and AWS have teamed up to offer NICE's CXone Mpower AI on AWS Marketplace, enhancing AI-driven customer service with unified, scalable cloud solutions.

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 won a Gold Award at the Stevie Awards for its AI-driven customer support, enhancing engagement and service for partners globally.

AI-powered tools are transforming contact centres by easing agents' workloads, boosting job satisfaction, and cutting staff churn in 2025.

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 has launched Intelligent Commerce, partnering with AI leaders to enable secure, AI-assisted shopping and payments tailored to user preferences.

Forethought's 2025 report reveals agentic AI boosts CX outcomes, resolving 57% more tickets and cutting costs by over 20%, outperforming traditional AI solutions.

IoT Analytics finds customer support leads enterprise generative AI use, with 49% of deployments aiding issue resolution among 530 projects analysed.

Calabrio unveils 70+ new AI-driven features in Calabrio ONE, boosting efficiency and customer service in contact centres, available within six months.

Klearcom has launched Verify+, a global solution enabling firms to simulate and test customer service calls in over 100 languages before going live.

Genesys leads Forrester's Wave report for Q2 2025 in CCaaS platforms, excelling in AI, innovation, and strategy for customer experience solutions.

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

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

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