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Customer Satisfaction stories

Talkdesk launches branch tool for banks & credit unions
Fintech

Talkdesk launches branch tool for banks & credit unions

Banks could use the new tool to give branch staff a fuller customer history, reducing repeated questions and improving advice on complex issues.

By Karen Joy Bacudo • 3 min read • Last week
returns experience drives online shoppers away, study finds
Customer Experience

returns experience drives online shoppers away, study finds

Poor returns experiences are pushing 92% of shoppers away, while most also check refund windows before buying, Reveni's study found.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Rimini Street names Costello Chief Operating Officer
Data Analytics

Rimini Street names Costello Chief Operating Officer

The third-party software support provider is broadening its leadership bench as it pushes for faster global growth and tighter delivery control.

By Sean Mitchell • 3 min read • This month
ArrowXL cuts mileage 13% with Descartes route software
Fleet Management

ArrowXL cuts mileage 13% with Descartes route software

The home delivery firm has reduced fuel use and missed slots as overnight route planning now covers 95% of drops.

By Mark Tarre • 4 min read • This month
Sovos names partner award winners across global network
Software-as-a-Service

Sovos names partner award winners across global network

Global tax software buyers are increasingly reliant on consultancies and cloud alliances as Sovos spotlights its best-performing partners.

By Mark Tarre • 4 min read • This month
Rinnai Australia cuts service times with Oracle AI
Manufacturing

Rinnai Australia cuts service times with Oracle AI

Customer enquiries are now being answered up to 35% faster as Rinnai Australia uses Oracle AI to ease pressure on its call centre.

By Joseph Gabriel Lagonsin • 3 min read • This month
Scoot uses AI to speed up customer feedback analysis
Data Protection

Scoot uses AI to speed up customer feedback analysis

Passenger complaints can now be acted on in minutes, helping Scoot spot booking and login problems before they dent sales.

By Joseph Gabriel Lagonsin • 3 min read • This month
Target rebuilds product discovery on Google Cloud Spanner
Customer Experience

Target rebuilds product discovery on Google Cloud Spanner

The retailer said the overhaul cut infrastructure maintenance by 50% and improved product recommendations, ratings and Gift Finder responses.

By Sean Mitchell • 3 min read • This month
Clients back AI in accounting but demand transparency
Digital Transformation

Clients back AI in accounting but demand transparency

Transparency is becoming a bigger test for accountants as most clients back AI, but only if firms explain where it is used.

By Sean Mitchell • 4 min read • Last month
KeeperPAM tops SoftwareReviews privileged access report
Digital Transformation

KeeperPAM tops SoftwareReviews privileged access report

Customer sentiment may help steer buyers as KeeperPAM scored highest in SoftwareReviews' privileged access management comparison.

By Mark Tarre • 4 min read • Last month

Stories from Other Regions

Customer Satisfaction stories

Accenture Song finds Kiwi brands still failing promises
Digital Transformation

Accenture Song finds Kiwi brands still failing promises

A new survey suggests customer frustration is nudging more New Zealand shoppers towards AI tools, even as brands struggle to rebuild trust.

By Sean Mitchell • 5 min read • Last week
Currys rolls out NiCE software to unify customer service
Digital Transformation

Currys rolls out NiCE software to unify customer service

The overhaul is lifting satisfaction and cutting complaints as Currys handles nearly 6 million support contacts a year across its retail network.

By Mark Tarre • 4 min read • This month
Eltropy sets out AI playbook for community lenders
Software-as-a-Service

Eltropy sets out AI playbook for community lenders

Community banks and credit unions are being urged to use AI across the customer journey to speed replies, cut calls and satisfy regulators.

By Joseph Gabriel Lagonsin • 4 min read • This month
Scoot uses Qualtrics AI to cut feedback analysis time
Software-as-a-Service

Scoot uses Qualtrics AI to cut feedback analysis time

Passengers can now see booking glitches fixed faster, as Scoot has cut feedback analysis from hours to minutes using Qualtrics AI.

By Joseph Gabriel Lagonsin • 3 min read • This month
Older consumers most loyal to working AI customer service
Digital Transformation

Older consumers most loyal to working AI customer service

Consumers aged 60 and over are most likely to stick with AI support if it solves problems, highlighting performance as the key loyalty driver.

By Joseph Gabriel Lagonsin • 4 min read • This month
World Fintech Day spotlights trusted data in India and EMEA
Data Protection

World Fintech Day spotlights trusted data in India and EMEA

Growth in India and the Gulf is exposing weak customer data, with inaccurate records slowing onboarding, payments and fraud checks.

By Bobby Joseph • 5 min read • This month
Wealthsimple posts CAD $17 billion inflows on banking push
Fintech

Wealthsimple posts CAD $17 billion inflows on banking push

Chequing and spending products helped lift assets under administration to CAD $155.6 billion, with client numbers reaching 3.6 million.

By Karen Joy Bacudo • 4 min read • Last month
AI lifts UK shopping expectations but delivery lags
Customer Experience

AI lifts UK shopping expectations but delivery lags

Only 7% of shoppers said fast delivery promises are consistently met, even as AI is widening the pool of brands UK consumers will consider.

By Joseph Gabriel Lagonsin • 4 min read • Last month