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Customer service stories

Colonial First State expands AI tools to boost service & advice
Digital Transformation

Colonial First State expands AI tools to boost service & advice

Colonial First State deploys GPT-4 AI tools to enhance customer service, advisor support, and efficiency for over three million clients in wealth management.

By Kaleah Salmon • 4 min read • Fri, 1st Aug 2025
Aluminium Industries triples growth with SYSPRO system overhaul
Financial Systems

Aluminium Industries triples growth with SYSPRO system overhaul

Melbourne-based Aluminium Industries has tripled its growth after upgrading to the SYSPRO ERP system, boosting efficiency across multiple business divisions.

By Melvin Hipolito • 3 min read • Fri, 1st Aug 2025
Exclusive: Sarah Richardson on AI, loyalty and global ALA push
Customer Experience

Exclusive: Sarah Richardson on AI, loyalty and global ALA push

AI is revolutionising Australia's loyalty sector, driving growth and innovation with a strong focus on ethics, data privacy and workforce transformation.

By Melania Watson • 6 min read • Fri, 1st Aug 2025
Victoria Police & Serco renew partnership, boosting efficiency
Customer service

Victoria Police & Serco renew partnership, boosting efficiency

Victoria Police and Serco have renewed their partnership, freeing over 100,000 hours annually for frontline policing through enhanced non-emergency reporting services.

By Kaleah Salmon • 3 min read • Thu, 31st Jul 2025
Exclusive: Optus' Jesse Arundell on what Expert AI means for frontline staff
Customer Experience

Exclusive: Optus' Jesse Arundell on what Expert AI means for frontline staff

Optus has launched Expert AI, an AI platform that assists frontline staff in real time to improve customer service and resolve queries faster.

By Melania Watson • 3 min read • Wed, 30th Jul 2025
Call Design's CallD.AI puts compliance at core of contact centre AI
Unified Communications

Call Design's CallD.AI puts compliance at core of contact centre AI

Call Design's CallD.AI platform embeds compliance and governance at the heart of contact centre AI, ensuring transparency and operational integrity for enterprises.

By Kaleah Salmon • 3 min read • Wed, 30th Jul 2025
Optus launches Expert AI to boost frontline customer service
Customer Experience

Optus launches Expert AI to boost frontline customer service

Optus has introduced Expert AI, powered by Google Cloud, to assist frontline staff and enhance customer service with real-time insights and faster resolution.

By Melania Watson • 3 min read • Wed, 30th Jul 2025
Customer Science buys Friendly Persuasion to boost CX solutions
Digital Transformation

Customer Science buys Friendly Persuasion to boost CX solutions

Customer Science has acquired Sydney's Friendly Persuasion, launching a new CX Communications division to enhance written customer experience solutions.

By Melvin Hipolito • 3 min read • Wed, 30th Jul 2025
Shippit unveils AI-driven NowGo platform to boost last-mile delivery
Supply Chain

Shippit unveils AI-driven NowGo platform to boost last-mile delivery

Shippit launches NowGo, an AI-powered platform boosting last-mile delivery efficiency, saving costs, and enhancing reliability for Australian businesses.

By Melvin Hipolito • 4 min read • Wed, 30th Jul 2025
Australian firms weigh offshore savings against local expertise
Customer Experience

Australian firms weigh offshore savings against local expertise

Australian firms face a tough choice: cut costs by offshoring or keep local expertise to maintain customer trust and support domestic jobs.

By Shannon Williams • 3 min read • Tue, 29th Jul 2025

Global Stories

Customer service stories

Standard Chartered & Alibaba partner to boost AI in finance
Digital Transformation

Standard Chartered & Alibaba partner to boost AI in finance

Standard Chartered partners with Alibaba to accelerate AI adoption in finance, aiming to enhance customer service and sustainability efforts.

By Melvin Hipolito • 3 min read • Thu, 31st Jul 2025
Unlocking broker potential: How cloud-based document management is a game-changer
Unified Communications

Unlocking broker potential: How cloud-based document management is a game-changer

Cloud-based document management transforms insurance brokers' workflow, cutting admin by half and boosting productivity while ensuring compliance.

By Kathryn McClunie • 4 min read • Wed, 30th Jul 2025
How private LLMs are delivering real business benefits
Unified Communications

How private LLMs are delivering real business benefits

Private Large Language Models offer businesses secure AI tools that boost productivity and safeguard data, transforming workflows without costly system changes.

By Jacko Smit • 4 min read • Wed, 30th Jul 2025
Ecosystm's Tim Sheedy highlights ANZ's AI adoption challenges at Neo4j GraphSummit
Digital Transformation

Ecosystm's Tim Sheedy highlights ANZ's AI adoption challenges at Neo4j GraphSummit

Most ANZ firms are still piloting generative AI, facing data, skills and trust hurdles before full enterprise adoption takes hold.

By Melania Watson • 5 min read • Wed, 30th Jul 2025
NiCE acquires Cognigy for USD $955 million to boost AI-powered CX
Unified Communications

NiCE acquires Cognigy for USD $955 million to boost AI-powered CX

NiCE to acquire Cognigy for USD $955 million, combining AI platforms to enhance global customer experience with advanced conversational AI solutions.

By Sean Mitchell • 3 min read • Tue, 29th Jul 2025

Stories from Other Regions

Customer service stories

Exclusive: ServiceNow calls for bold AI adoption to boost national productivity
Customer Experience

Exclusive: ServiceNow calls for bold AI adoption to boost national productivity

ServiceNow partners with Datacom to boost AI-driven automation in New Zealand, aiming to enhance enterprise productivity amid demographic challenges.

By Melania Watson • 4 min read • Thu, 31st Jul 2025
Vertu Motors boosts efficiency with LogicMonitor for IT overhaul
Digital Transformation

Vertu Motors boosts efficiency with LogicMonitor for IT overhaul

Vertu Motors enhances IT efficiency and customer service across 198 UK dealerships with LogicMonitor's AI-powered platform for unified hybrid infrastructure monitoring.

By Jed Nykolle Harme • 3 min read • Wed, 30th Jul 2025