Customer service Stories - Page 31

Australian Stories

Customer service stories

Gallagher boosts NSW & ACT team with three strategic hires

Gallagher Security Australia strengthens its NSW and ACT team with three key hires to boost growth and enhance technical support across the regions.

By Melvin Hipolito • 3 min read • Fri, 17th Oct 2025

Customer Experience

Australian patience with automated customer service is wearing thin

Australian consumers are growing impatient with automated customer service, favouring human agents over AI-powered chatbots and voice menus, a new report finds.

By Melvin Hipolito • 4 min read • Thu, 16th Oct 2025

Unified Communications

Brennan selects NiCE CXone Mpower to drive customer service upgrade

Brennan has upgraded its customer service with NiCE CXone Mpower, boosting scalability, AI automation, and efficiency across contact centres in Australia.

By Melania Watson • 4 min read • Mon, 13th Oct 2025

Global Stories

Customer service stories

Unified Communications

Salesforce & AWS deepen AI partnership to boost agentic adoption

Salesforce and AWS have expanded their partnership to accelerate AI agent adoption, enhancing workflows, data integration, and customer service globally.

By Shannon Williams • 5 min read • Fri, 17th Oct 2025

Data Analytics

Oracle embeds new AI agents in Fusion Cloud for smarter business

Oracle has integrated new AI agents into Fusion Cloud Applications to boost efficiency and decision-making in finance, HR, supply chain, and sales.

By Sean Mitchell • 4 min read • Thu, 16th Oct 2025

Customer Experience

Salesforce & Stripe team up with OpenAI for AI-powered checkout

Salesforce teams up with Stripe and OpenAI to launch AI-powered Instant Checkout, enhancing personalised shopping and speeding up online purchases for retailers.

By Jed Nykolle Harme • 4 min read • Thu, 16th Oct 2025

Unified Communications

Salesforce & AWS advance secure AI agents in enterprise change

Salesforce and AWS are deepening their decade-long collaboration to boost secure AI agent adoption in enterprises, enhancing data, contact centres and procurement.

By Jed Nykolle Harme • 5 min read • Thu, 16th Oct 2025

Customer Experience

Coveo enhances AI for Agentforce with context passthrough tools

Coveo has enhanced AI support on Agentforce with custom context passthrough tools, boosting response accuracy and accelerating issue resolution for enterprises.

By Jed Nykolle Harme • 3 min read • Thu, 16th Oct 2025

Marketing Technologies

Tudor Environmental boosts efficiency with BPA Platform automation

Tudor Environmental has boosted efficiency by automating customer service emails and integrating systems with BPA Platform, saving 10 hours weekly.

By Sean Mitchell • 4 min read • Wed, 15th Oct 2025

Customer Relationship Management

Salesforce launches Agentforce 360 to unite humans & AI agents

Salesforce has launched Agentforce 360, a platform that unites human employees and AI agents to boost workplace productivity and customer service.

By Sean Mitchell • 5 min read • Wed, 15th Oct 2025

Digital Transformation

Appian honours APJ partners for excellence, innovation & growth

Appian has named Roboyo, WNS, Deloitte, Accenture, and Via Appia as winners of its 2025 APJ Partner Awards for excellence, innovation and growth in the region.

By Melvin Hipolito • 4 min read • Tue, 14th Oct 2025

Digital Transformation

Why enterprise AI keeps looking backwards instead of moving forward

Many enterprise AI systems mimic human tasks, limiting innovation; experts urge shifting to machine-native designs for transformative potential beyond imitation.

By Karthik Sj • 4 min read • Tue, 14th Oct 2025

Digital Transformation

Shippit launches AI platform to help retailers close delivery gap

Shippit launches AI platform across Australia and New Zealand to help retailers close the AUD $18 billion delivery gap and boost online sales.

By Melania Watson • 4 min read • Thu, 9th Oct 2025

Unified Communications

Zendesk launches AI-powered voice agents & analytics upgrades

Zendesk unveils AI-powered Voice Agents and advanced analytics, aiming to boost customer service efficiency and reach USD $200m AI revenue this year.

By Sean Mitchell • 4 min read • Thu, 9th Oct 2025

Digital Transformation

Hexaware urges unified AI strategy as CX scores continue to fall

Hexaware warns falling global customer experience scores need a unified AI strategy, urging businesses to integrate tools for personalisation and efficiency.

By Shannon Williams • 3 min read • Thu, 9th Oct 2025

Stories from Other Regions

Customer service stories

Digital Transformation

Genesis Energy deploys Databricks to boost AI & data strategy

Genesis Energy will adopt the Databricks Data Intelligence Platform to enhance its AI use, boost data management, and train staff in a major digital transformation.

By Shannon Williams • 3 min read • Wed, 15th Oct 2025

Customer Experience

Mintivo appoints new directors to support ambitious growth

Mintivo appoints Steve Casey and Graham Ford to senior roles, aiming to boost growth by 25% this year and strengthen customer experience and operations.

By Jed Nykolle Harme • 4 min read • Fri, 10th Oct 2025