Customer service stories
Freshworks grows AI revenue & launches non-IT service solution
Last week
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customer service
Freshworks boosts AI revenue with a 15% rise in quarterly revenue and launches Freshservice for Business Teams, expanding beyond IT departments.
Fusion5 buys Kordia’s managed IT business
Last week
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customer service
Fusion5 has acquired Kordia’s managed IT business, gaining 26 experts to boost its services while Kordia refocuses on core cybersecurity and connectivity sectors.
Simon de Winter Group partners with MCG for supply chain revamp
Last week
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customer service
Simon de Winter Group teams up with Middlebank Consulting Group to digitally transform its supply chain, boosting efficiency across Australia and New Zealand.
How human agents can work with AI to elevate contact centre outcomes for customers
Last week
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customer service
Combining human empathy with AI’s smart automation transforms contact centres, boosting efficiency and delivering personalised customer experiences.
Guidewire to acquire ProNavigator, boosting insurance knowledge
Last week
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customer service
Guidewire will acquire ProNavigator, enhancing its platform with context-aware knowledge to improve efficiency and service in the P&C insurance sector.
Gallagher Security opens Gold Coast office for regional growth
Last week
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customer service
Gallagher Security opens a new office in Southport, Gold Coast, expanding its presence and training facilities across Australia and the wider APAC and IMEA regions.
Amperity introduces Real-Time Profiles for instant personalisation
Last week
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customer service
Amperity launches Real-Time Profiles, combining live activity with historical data to enable instant, personalised customer experiences across marketing and service.
Beyond the spreadsheet: Why AI forecasting is a must-have, not a nice-to-have
Last week
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customer service
AI forecasting revolutionises contact centres by replacing outdated spreadsheets, boosting staffing accuracy and customer satisfaction amid volatile market demands.
Butlin's sees higher staff engagement & guest ratings with AI
Last week
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customer service
Butlin's adoption of WorkBuzz’s AI-powered platform boosted staff engagement by 4%, pride by 8%, and improved guest ratings via targeted recognition schemes.
LG wins Choice Best Brand awards in major appliance categories
Last week
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customer service
LG Electronics has been named CHOICE Best Brand in Australia for stick vacuums, dryers and top load washing machines from 2022 to 2025.
More than a buzzword: How strategic partnerships power real digital transformation
Last week
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customer service
Interactive and Microsoft’s enduring partnership drives real digital transformation, helping businesses innovate and modernise with trusted, collaborative solutions.
Goddiva launches AI assistant for tailored, smarter fashion shopping
This month
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customer service
Goddiva launches AI assistant on its website, offering personalised fashion shopping, real-time order tracking, and tailored discounts to enhance customer experience.
Kordia to deliver Dialpad’s AI-powered contact centres locally
This month
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customer service
Kordia is now a Managed Services Partner to deliver Dialpad’s AI-powered contact centre solutions in New Zealand, enhancing local support and customer engagement.
How AI is driving growth and transforming the future of hospitality
Last month
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customer service
AI is transforming hospitality, with the market set to soar from USD $90 million to $8.12 billion by 2034, boosting efficiency and guest experiences worldwide.
Zendesk named leader for AI-first customer service by Gartner
Last month
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customer service
Zendesk has been named a Leader in Gartner's 2025 Magic Quadrant for CRM Customer Engagement, praised for its AI-first Resolution Platform.
Canadians trust AI search tools less than lawmakers, survey finds
Last month
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customer service
A dNOVO survey reveals Canadians trust AI search tools least of all sectors, with a score of 1.91, even below lawmakers at 2.08.
Talkdesk & Databricks join forces to unify customer data
Last month
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customer service
Talkdesk expands its partnership with Databricks to unify customer data, enhancing AI-driven automation and personalised experiences on its CXA platform.
Retail’s AI Revolution: Why personalisation is the game-changer
Last month
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customer service
Retailers are rapidly adopting AI to personalise shopping experiences, boosting customer loyalty and handling £30bn in UK click-and-collect orders in 2025.
Manus AI & Heicoders launch agentic AI upskilling in Singapore
Last month
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customer service
Manus AI and Heicoders have launched GA100, Singapore's first hands-on AI agent upskilling course for mid-career professionals in key industries.
Talkdesk boosts Copilot with agentic AI for smarter support
Last month
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customer service
Talkdesk enhances its Copilot with agentic AI, enabling customer service agents to handle complex queries through smarter, real-time support and automation.