Customer service stories - Page 1

HubSpot has launched a direct ChatGPT connector for CRM insights, enabling users to analyse customer data with natural language queries and no coding.

NiCE has honoured partners across APAC and EMEA for driving AI and automation excellence in customer service with its 2025 International Partner Awards.

Lockyer Valley Regional Council has upgraded its ERP system to TechnologyOne’s platform, enhancing services for 45,000 residents and improving staff efficiency.

Contact centres are using AI to flexibly scale staffing in real time, enhancing customer service while protecting employee wellbeing amid rising demand.

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, an AI-driven platform to revolutionise insurance claims with faster processing, fraud detection, and improved customer experience.

HCLTech and UiPath have partnered to deliver scalable agentic automation, combining AI and automation to boost business agility and efficiency globally.

Riverina Water's adoption of Infor CloudSuite cut billing times by 30% and reduced rates certificate processing by over six days in NSW.

UK shoppers show stronger loyalty to stores than brands, with customer service and rewards driving loyalty, especially among those over 55 years.

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.

Over half of UK online shoppers would avoid retailers slow to refund returns, expecting refunds within 2-3 days, survey finds.

Decathlon expands its Visio Store in France, offering free 30-minute video calls with experts for personalised advice across 10 sports categories.

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 is fitting all staff in its 301 UK stores with VoCoVo headsets to combat rising shoplifting and improve communication and safety.

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.

AI is transforming contact centres in Australia and New Zealand, with 98% adopting it, but human skills and trust remain crucial for success.

Australian online shoppers now prioritise product range, convenience, and trust over low prices as marketplaces face pricing pressures in 2025, says Pattern study.

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 at the Institute of Customer Service Awards 2025 for its work with Medallia and Kantar improving member experience.

NormCyber clinches the Outstanding Customer Service Initiative Award at the 2025 Cyber OSPAs for its innovative Smartbloc dashboard boosting cyber resilience.