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Customer service Stories - Page 48

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Customer service stories

Ian Tickle named Chief of Global Field Operations at Freshworks
Software-as-a-Service

Ian Tickle named Chief of Global Field Operations at Freshworks

Ian Tickle has been named Chief of Global Field Operations at Freshworks, advancing from interim to lead the company's global sales and expansion efforts.

By Jed Nykolle Harme • 3 min read • Thu, 19th Jun 2025
NiCE & AWS deepen AI partnership to power CX automation
Unified Communications

NiCE & AWS deepen AI partnership to power CX automation

NiCE expands its AI partnership with AWS to enhance CXone Mpower, bringing advanced AI-powered automation to customer experience workflows at enterprise scale.

By Melvin Hipolito • 4 min read • Thu, 19th Jun 2025
NiCE launches CXone Mpower Agents to automate customer service
Unified Communications

NiCE launches CXone Mpower Agents to automate customer service

NiCE launches CXone Mpower Agents, AI-driven tools designed to automate and streamline customer service across front, middle, and back-office operations.

By Sean Mitchell • 3 min read • Wed, 18th Jun 2025
NiCE & Snowflake partner to boost secure AI-driven data sharing
Unified Communications

NiCE & Snowflake partner to boost secure AI-driven data sharing

NiCE teams up with Snowflake to enable secure, AI-driven sharing and automation of customer data, enhancing efficiency and personalisation across enterprises.

By Melvin Hipolito • 3 min read • Tue, 17th Jun 2025
Does anyone know what a CDP is anymore?
Customer Relationship Management

Does anyone know what a CDP is anymore?

Customer Data Platforms are evolving beyond marketing, becoming essential for unified data, AI readiness, and privacy compliance across enterprises.

By Steven Schuler • 5 min read • Tue, 17th Jun 2025
Kore.ai & TeKnowledge partner to deliver scalable AI at enterprise level
Digital Transformation

Kore.ai & TeKnowledge partner to deliver scalable AI at enterprise level

Kore.ai and TeKnowledge have partnered to help enterprises scale AI adoption beyond pilots, enhancing customer service and business operations globally.

By Melania Watson • 4 min read • Tue, 17th Jun 2025
AI set to transform customer experience & loyalty in 2025
Digital Transformation

AI set to transform customer experience & loyalty in 2025

In 2025, AI will revolutionise customer experience, with 86% of US consumers recognising its value and a shift towards faster, digital-first service.

By Melania Watson • 3 min read • Tue, 17th Jun 2025
AI to create new roles as Nimbl predicts job growth not loss
Digital Transformation

AI to create new roles as Nimbl predicts job growth not loss

Nimbl predicts AI will create new job roles and growth, transforming the workforce with personalised services rather than causing redundancies.

By Jed Nykolle Harme • 3 min read • Sat, 14th Jun 2025
Voitec appointed to distribute Heedify Teams console in ANZ
Unified Communications

Voitec appointed to distribute Heedify Teams console in ANZ

Voitec is now the official distributor of Heedify's Microsoft Teams attendant console in Australia and New Zealand, enhancing frontline communication efficiency.

By Shannon Williams • 3 min read • Fri, 13th Jun 2025
Skillsoft & Salesforce launch AI learning for support teams
Customer Experience

Skillsoft & Salesforce launch AI learning for support teams

Skillsoft partners with Salesforce to launch AI-powered training within its platform, aiming to close skill gaps in customer support teams and enhance service quality.

By Catherine Knowles • 3 min read • Thu, 12th Jun 2025
Calabrio launches unified platform to boost contact centre teams
Unified Communications

Calabrio launches unified platform to boost contact centre teams

Calabrio launches a unified Performance Management platform to streamline contact centre employee management and boost productivity with AI-driven tools.

By Sean Mitchell • 3 min read • Thu, 12th Jun 2025
AI boosts customer service happiness as global wellbeing falls
Unified Communications

AI boosts customer service happiness as global wellbeing falls

Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.

By Sean Mitchell • 4 min read • Thu, 12th Jun 2025

Stories from Other Regions

Customer service stories

Duco joins ServiceNow Partner Program & expands leadership team
Digital Transformation

Duco joins ServiceNow Partner Program & expands leadership team

Adelaide's Duco joins ServiceNow Partner Program, appointing Sean Sounes to lead ServiceNow solutions and bolster digital transformation across APAC.

By Melvin Hipolito • 3 min read • Fri, 20th Jun 2025
Majority of Britons back fines for long customer call waits
Customer Experience

Majority of Britons back fines for long customer call waits

A survey reveals 62% of Britons support fining companies for long hold times, with older consumers especially backing penalties amid rising costs.

By Kaleah Salmon • 3 min read • Fri, 20th Jun 2025
UK retailers eye warehouse automation to drive future growth
Robotics

UK retailers eye warehouse automation to drive future growth

Most UK retailers see outdated warehouse tech as a barrier to growth, with 88% backing automation to boost efficiency and meet fluctuating customer demand.

By Shannon Williams • 3 min read • Thu, 19th Jun 2025
Tuatahi & Ventia sign NZD $110 million fibre network deal
Unified Communications

Tuatahi & Ventia sign NZD $110 million fibre network deal

Tuatahi First Fibre has appointed Ventia as its primary partner in a NZD $110 million deal to support its expanding fibre broadband network across New Zealand.

By Kaleah Salmon • 3 min read • Wed, 18th Jun 2025
R&S Grating accelerates operations with cloud ERP from Wiise
Digital Transformation

R&S Grating accelerates operations with cloud ERP from Wiise

Australian supplier R&S Grating has boosted efficiency with Wiise cloud ERP, cutting stock outages and admin time by over 60%, while improving forecasting accuracy.

By Sean Mitchell • 4 min read • Thu, 12th Jun 2025