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Customer service stories

Yarra City Council upgrades IT to manage AUD $2 billion assets
Document Management

Yarra City Council upgrades IT to manage AUD $2 billion assets

Yarra City Council partners with TechnologyOne to upgrade IT, enhancing management of AUD $2 billion assets and speeding up customer service delivery.

By Sean Mitchell • 3 min read • Fri, 21st Nov 2025
Babeltext aims to bring accessible AI to billions via messaging
Customer Experience

Babeltext aims to bring accessible AI to billions via messaging

Sydney-based Babeltext is expanding AI access to over 6.9 billion mobile users by enabling seamless, multilingual interactions via messaging apps and basic phones.

By Melania Watson • 3 min read • Fri, 21st Nov 2025
Australian retailers lead in customer service as eyewear excels
Customer Experience

Australian retailers lead in customer service as eyewear excels

Australian eyewear retailers Specsavers and OPSM top customer service rankings, while Bendigo Bank leads non-retail brands in KPMG's CX excellence study.

By Kaleah Salmon • 3 min read • Fri, 21st Nov 2025
AI to handle 60 per cent of Australian customer queries by 2027
Data Protection

AI to handle 60 per cent of Australian customer queries by 2027

AI is set to handle 60% of Australian customer queries by 2027, up from 31%, transforming service operations and boosting business efficiency.

By Melania Watson • 3 min read • Thu, 20th Nov 2025
Australia's banks bet big on AI, but the real test is trust, not tech
Digital Transformation

Australia's banks bet big on AI, but the real test is trust, not tech

Seventy-six percent of Australian banks use AI, leading in Asia-Pacific, but trust and regulation remain key hurdles for wider adoption.

By Andrew Groth • 4 min read • Wed, 19th Nov 2025

Global Stories

Customer service stories

Driving outstanding customer experience with customer centricity and supportive technology
Data Analytics

Driving outstanding customer experience with customer centricity and supportive technology

Businesses must blend human interaction with digital innovation to deliver personalised, customer-first experiences that build trust and simplify processes.

By Andrew Borthwick • 4 min read • Thu, 20th Nov 2025
Bike Matrix tool boosts Bike24 sales & cuts returns by 10 percent
Customer Experience

Bike Matrix tool boosts Bike24 sales & cuts returns by 10 percent

Bike Matrix's compatibility tool boosted Bike24's sales by 69% and cut returns by 10%, easing online bike part purchases and saving customers time.

By Melvin Hipolito • 4 min read • Thu, 20th Nov 2025
Cloudbeds & Hopper bring flexible cancellation to hotels
Customer service

Cloudbeds & Hopper bring flexible cancellation to hotels

Cloudbeds partners with Hopper to offer independent hotels Cancel for Any Reason, boosting guest flexibility and new revenue streams through direct bookings.

By Melvin Hipolito • 2 min read • Thu, 20th Nov 2025
Pacsun transforms stores with unified point of sale technology
Customer Experience

Pacsun transforms stores with unified point of sale technology

Pacsun has launched a unified point of sale system in 300+ stores, boosting order fulfilment by 40% and cutting logistics costs by 25%.

By Sean Mitchell • 3 min read • Thu, 20th Nov 2025
Kore.ai brings AI agent automation to Microsoft 365 suite
Data Protection

Kore.ai brings AI agent automation to Microsoft 365 suite

Kore.ai integrates its AI agents into Microsoft 365 suite, enabling secure automation across Word, Teams, and Outlook for enterprise productivity.

By Sean Mitchell • 3 min read • Wed, 19th Nov 2025
IGT Solutions & NiCE expand global AI customer experience deal
Unified Communications

IGT Solutions & NiCE expand global AI customer experience deal

IGT Solutions expands its partnership with NiCE to deploy AI-driven CXone Mpower platform, enhancing global customer experience in aviation and travel sectors.

By Sean Mitchell • 3 min read • Wed, 19th Nov 2025

Stories from Other Regions

Customer service stories

Alcatel-Lucent Enterprise launches API platform for partners
Unified Communications

Alcatel-Lucent Enterprise launches API platform for partners

Alcatel-Lucent Enterprise unveils ALE API Sphere, a platform giving partners secure, real-time access to product data and services for enhanced collaboration.

By Sean Mitchell • 2 min read • Thu, 20th Nov 2025
Tech and AI won't kill sales - but it's changing the game beyond recognition
Customer Relationship Management

Tech and AI won't kill sales - but it's changing the game beyond recognition

Technology is transforming sales with data and automation, but human insight remains vital for building trust and closing deals in a changing landscape.

By Nick Coward • 5 min read • Thu, 20th Nov 2025
eight launches 10Gbps home internet in Singapore for SGD $28.80
Network Infrastructure

eight launches 10Gbps home internet in Singapore for SGD $28.80

eight Telecom launches eight Home Internet in Singapore, offering up to 10Gbps fibre broadband for SGD $28.80 monthly with no contracts and BYOR option.

By Sean Mitchell • 2 min read • Thu, 20th Nov 2025
AI & contextual intelligence redefine UK customer expectations
Data Analytics

AI & contextual intelligence redefine UK customer expectations

Zendesk's report reveals UK consumers expect faster, personalised service combining AI, data and human insight to solve issues on first contact.

By Shannon Williams • 4 min read • Thu, 20th Nov 2025
The quiet power shift: how operational strength is being rewritten by AI
Digital Transformation

The quiet power shift: how operational strength is being rewritten by AI

Agentic AI is transforming small businesses across the UK, easing workload pressures and unlocking millions in new revenue for tiny teams and clinics.

By Jason Uslan • 5 min read • Wed, 19th Nov 2025
Allett Mowers streamlines operations with new cloud ERP system
Document Management

Allett Mowers streamlines operations with new cloud ERP system

Allett Mowers has adopted Infor CloudSuite Industrial cloud ERP, cutting order lead times from 12 to four weeks while boosting productivity and customer service.

By Melvin Hipolito • 4 min read • Wed, 19th Nov 2025