Customer service stories
ANZ consumers want first-contact solutions but satisfaction lags
Today
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cx
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personalisation
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ai
Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.
Appian launches Connected Claims 2.0 to transform insurance
Today
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digital transformation
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cx
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data fabric
Appian launches Connected Claims 2.0, an AI-driven platform to revolutionise insurance claims with faster processing, fraud detection, and improved customer experience.
HCLTech & UiPath partner to deliver agentic automation at scale
Today
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digital transformation
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ai
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agentic ai
HCLTech and UiPath have partnered to deliver scalable agentic automation, combining AI and automation to boost business agility and efficiency globally.
Riverina Water cuts billing times with Infor CloudSuite rollout
Yesterday
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data analytics
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digital transformation
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cx
Riverina Water's adoption of Infor CloudSuite cut billing times by 30% and reduced rates certificate processing by over six days in NSW.
UK consumers value store loyalty over brands, research shows
Last week
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customer service
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branding
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online shopping
UK shoppers show stronger loyalty to stores than brands, with customer service and rewards driving loyalty, especially among those over 55 years.
UK demand surges for AI prompt engineers as salaries climb
Last week
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genai
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llms
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ai
Demand for AI prompt engineers in the UK soars by over 180%, with salaries reaching up to GBP £87,500 amid growing adoption of generative AI technologies.
Half of UK online shoppers shun retailers with slow refunds
Last week
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ecommerce
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customer service
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sales
Over half of UK online shoppers would avoid retailers slow to refund returns, expecting refunds within 2-3 days, survey finds.
Decathlon expands live video consultations for sports shoppers
Last week
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cx
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martech
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ar, vr & metaverse
Decathlon expands its Visio Store in France, offering free 30-minute video calls with experts for personalised advice across 10 sports categories.
MTF receives high commendation for trust in car loan awards
Last week
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customer service
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transparency
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nps
MTF has been Highly Commended in the 2025 Reader's Digest Most Trusted Brands Awards for car loans, highlighting its trusted service in New Zealand.
Currys rolls out VoCoVo headsets to staff to tackle shop crime
Last week
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cleantech
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headsets
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sustainability
Currys is fitting all staff in its 301 UK stores with VoCoVo headsets to combat rising shoplifting and improve communication and safety.
Qualtrics study reveals just 7% of Aussie execs want to lead in AI use for CX
Last week
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cx
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martech
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omnichannel
Only 7% of Australian executives aim to lead in AI adoption for customer experience, risking falling behind in a $2 trillion AUD market, says Qualtrics.
The AI tipping point: How contact centres in ANZ are reinventing CX
Last week
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data analytics
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digital transformation
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cx
AI is transforming contact centres in Australia and New Zealand, with 98% adopting it, but human skills and trust remain crucial for success.
Convenience & trust top price as key to online shoppers in 2025
Last month
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cx
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martech
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ecommerce
Australian online shoppers now prioritise product range, convenience, and trust over low prices as marketplaces face pricing pressures in 2025, says Pattern study.
How South Africa is unlocking better customer experience for UK businesses
Last month
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digital transformation
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cx
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martech
South Africa's contact centres blend skilled agents and tech, helping UK firms enhance personalised, empathetic customer experiences amid rising digital demands.
Nationwide wins Best Use of Customer Insight award
Last month
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data analytics
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digital transformation
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cx
Nationwide wins Best Use of Customer Insight at the Institute of Customer Service Awards 2025 for its work with Medallia and Kantar improving member experience.
NormCyber wins Cyber OSPAs award for customer service in 2025
Last month
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data protection
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soc
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risk & compliance
NormCyber clinches the Outstanding Customer Service Initiative Award at the 2025 Cyber OSPAs for its innovative Smartbloc dashboard boosting cyber resilience.
UK consumers sceptical of AI's emotional skills in service roles
Last month
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cx
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martech
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ai
UK consumers remain sceptical about AI's ability to provide emotionally intelligent customer service, with only 55% believing it can recognise emotions.
Kangaroo Island internet at risk as network talks collapse
Last month
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customer service
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swoop holdings
Kangaroo Island residents face possible internet outage from 16 May as supplier Island Wide threatens to cut services amid stalled acquisition talks with Swoop.
Aussie families face internet lags as homes juggle 20 devices
Last month
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malware
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gaming
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uc
Australian households face rising internet lag as device numbers soar beyond 20, causing streaming and gaming issues; specialist provider Occom offers relief.
NICE & AWS join forces to deliver AI-powered customer service
Last month
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saas
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uc
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digital transformation
NICE and AWS have teamed up to offer NICE's CXone Mpower AI on AWS Marketplace, enhancing AI-driven customer service with unified, scalable cloud solutions.