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Australian Stories

Customer service stories

Customer Science posts 53% growth & wins Fast 100 accolade again
Unified Communications

Customer Science posts 53% growth & wins Fast 100 accolade again

Customer Science achieved 53% revenue growth to AUD $12.15 million, earning a spot on The Australian Financial Review Fast 100 for the second consecutive year.

By Sean Mitchell • 3 min read • Mon, 17th Nov 2025
Teachers Mutual Bank streamlines identity checks with Boomi upgrade
Digital Transformation

Teachers Mutual Bank streamlines identity checks with Boomi upgrade

Teachers Mutual Bank has sped up identity checks from three days to under a minute by upgrading to Boomi's real-time integration platform, enhancing member experience.

By Sean Mitchell • 3 min read • Fri, 14th Nov 2025

Global Stories

Customer service stories

Capco to deploy OpenAI technology for global finance & energy
Digital Transformation

Capco to deploy OpenAI technology for global finance & energy

Capco joins OpenAI's Beta Services Partner Programme, gaining early access to AI tech to enhance financial and energy sector services globally.

By Sean Mitchell • 3 min read • Tue, 18th Nov 2025
Ant International brings AI-powered customer service to Asia
Crypto

Ant International brings AI-powered customer service to Asia

Ant International partners with TNG Digital and easypaisa to launch AI-driven customer service, enhancing efficiency and security in Asian digital banking.

By Sean Mitchell • 3 min read • Tue, 18th Nov 2025
Salesforce says AI to run 50% of customer service cases by 2027
Digital Transformation

Salesforce says AI to run 50% of customer service cases by 2027

Companies forecast major cost reductions and higher satisfaction scores as AI automates routine cases and redefines service workflows.

By Jake MacAndrew • 3 min read • Tue, 18th Nov 2025
Financial institutions adopt AI with focus on trust & staff
Data Protection

Financial institutions adopt AI with focus on trust & staff

Financial firms are embracing AI with a focus on trust, using it to enhance customer service and support staff, not cut jobs, amid growing governance concerns.

By Catherine Knowles • 3 min read • Tue, 18th Nov 2025
Infosys launches AI-first model to transform global GCCs
Digital Transformation

Infosys launches AI-first model to transform global GCCs

Infosys has launched an AI-First GCC Model to help global firms transform their capability centres into scalable, AI-enabled hubs across diverse industries.

By Sean Mitchell • 3 min read • Tue, 18th Nov 2025

Stories from Other Regions

Customer service stories

Designing for the future: How circularity is reshaping product lifecycles
Clean technologies

Designing for the future: How circularity is reshaping product lifecycles

Leading tech firms redesign products for circularity, focusing on durability and resale value to boost sustainability and brand loyalty.

By James Murdock • 5 min read • Tue, 18th Nov 2025
Loganair's festive ad features puffin family journey home
Customer service

Loganair's festive ad features puffin family journey home

Loganair's new Christmas advert follows a puffin family journeying across the UK, highlighting the joy of reuniting at home for the festive season.

By Melvin Hipolito • 2 min read • Tue, 18th Nov 2025
Alayic launches UK AI voice agent service from GBP £39.99 monthly
Customer Experience

Alayic launches UK AI voice agent service from GBP £39.99 monthly

Alayic has launched an AI voice agent service in the UK for GBP £39.99/month, helping small businesses automate customer calls around the clock.

By Kaleah Salmon • 3 min read • Tue, 18th Nov 2025
Dubai arbitration centre launches DANA digital platform for cases
Digital Transformation

Dubai arbitration centre launches DANA digital platform for cases

Dubai International Arbitration Centre launches DANA digital platform to streamline case management and enhance transparency in dispute resolution from January 2026.

By Sean Mitchell • 3 min read • Tue, 18th Nov 2025
Why AI will fail without a single version of truth
Digital Transformation

Why AI will fail without a single version of truth

AI chatbots are failing to improve customer service as incomplete data and trust issues cause frustration, prompting firms to reintegrate human agents.

By Phil Smith • 5 min read • Tue, 18th Nov 2025
Why Build “Faster Horses” When What you Need is a Car?
Customer Experience

Why Build “Faster Horses” When What you Need is a Car?

AI Advocacy redefines customer service by eliminating frustrating escalations, pairing AI with humans to ensure seamless, continuous support and greater customer trust.

By Doug Marinaro • 8 min read • Tue, 18th Nov 2025
Freshworks unveils AI features to boost UK enterprise support
Fintech

Freshworks unveils AI features to boost UK enterprise support

Freshworks launches new AI tools in the UK to streamline customer support and IT management, boosting efficiency and cutting manual tasks for enterprises.

By Sean Mitchell • 4 min read • Tue, 18th Nov 2025
eDesk launches AI Agent for multi-channel eCommerce support
Customer Experience

eDesk launches AI Agent for multi-channel eCommerce support

eDesk launches AI Agent to handle eCommerce support across 300+ channels, resolving 65% of enquiries for USD $0.99 per resolution.

By Sean Mitchell • 3 min read • Mon, 17th Nov 2025
UK fintechs boost AI adoption as confidence in economy wanes
Artificial Intelligence

UK fintechs boost AI adoption as confidence in economy wanes

UK fintech founders embrace AI, with 83% adopting it, despite 81% losing confidence in the economy and nearly half considering relocating abroad due to tax concerns.

By Sean Mitchell • 3 min read • Mon, 17th Nov 2025
The importance of simplifying IT: enterprise capability without the complexity
Digital Transformation

The importance of simplifying IT: enterprise capability without the complexity

IT leaders now prioritise simple, effective technology over flashy AI, seeking quick, practical outcomes that enhance customer and employee experiences.

By Ian Tickle • 5 min read • Fri, 14th Nov 2025