SecurityBrief Australia - Technology news for CISOs & cybersecurity decision-makers
Australia

Customer service Stories

Australian Stories

Customer service stories

Australian tech leaders hail AI shift to core business
Digital Transformation

Australian tech leaders hail AI shift to core business

Australian firms are increasingly using AI in day-to-day operations, with leaders saying data quality and human oversight now matter more than pilot projects.

By Sofiah Nichole Salivio • 4 min read • Yesterday

Global Stories

Customer service stories

Australia & New Zealand lead in agentic AI adoption
Digital Transformation

Australia & New Zealand lead in agentic AI adoption

Consumers in Australia and New Zealand are facing longer waits and repeated handovers as companies rush to deploy agentic AI, Genesys found.

By Mark Tarre • 4 min read • Today
Akamai warns of surging bot attacks on APAC commerce
Data Protection

Akamai warns of surging bot attacks on APAC commerce

Asia Pacific retailers, travel firms and hotels face a 63% rise in bot attacks as AI tools and APIs widen exposure to fraud and disruption.

By Joseph Gabriel Lagonsin • 4 min read • Today
Valantor buys EyeLevel to launch visual intelligence
Data Protection

Valantor buys EyeLevel to launch visual intelligence

Enterprises can now run AI on sensitive documents in private or air-gapped systems, reducing security and compliance risks.

By Sean Mitchell • 4 min read • Today
AskNicely launches AI review-routing tool for chains
Software-as-a-Service

AskNicely launches AI review-routing tool for chains

Visibility in AI search is becoming harder for chains without reviews across multiple sites, as AskNicely automates routing feedback to them.

By Mark Tarre • 3 min read • Yesterday
Google named IDC MarketScape Leader in AI software
Digital Transformation

Google named IDC MarketScape Leader in AI software

The ranking could help Google win enterprise AI contracts as buyers demand secure, governed tools rather than standalone chatbots.

By Sean Mitchell • 4 min read • Yesterday
AI now runs parts of cyber attacks, Check Point says
Data Protection

AI now runs parts of cyber attacks, Check Point says

Defenders face shorter patching windows as Check Point says AI can now turn new flaws into working exploits within hours.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
Agentic rollout creates new identity security challenge
Data Protection

Agentic rollout creates new identity security challenge

Poor governance is leaving many AI agents stuck out of production, while those that run can expose firms to legal and security risks.

By David Shilovsky • 5 min read • 2 days ago
Microsoft launches AI sales & service tools in Copilot
Customer Relationship Management

Microsoft launches AI sales & service tools in Copilot

Sales and support teams could cut admin time as Microsoft embeds generative AI into Outlook, Teams and Dynamics 365 for routine customer work.

By Mark Tarre • 4 min read • 3 days ago
Scaling globally requires more than cloud capacity
Software-as-a-Service

Scaling globally requires more than cloud capacity

Tech firms risk costly expansion failures if they copy a global playbook without adapting products, payments and support to local markets.

By Miranda Guliashvili • 6 min read • 3 days ago
Why AI projects that don't start with a study of customer behaviour are destined to disappoint
Data Analytics

Why AI projects that don't start with a study of customer behaviour are destined to disappoint

Many AI roll-outs miss returns for years because businesses fail to spot customer pain points before automating broken processes.

By James Johnstone • 4 min read • 3 days ago
Most CX leaders see little AI impact, despite spend
Digital Transformation

Most CX leaders see little AI impact, despite spend

Most firms are still increasing AI budgets, even as 57% of CX leaders say the technology has delivered little or no impact on operations.

By Sean Mitchell • 4 min read • Last week

Stories from Other Regions

Customer service stories

Crescendo appoints Andy Lee as Chief Executive Officer
Software-as-a-Service

Crescendo appoints Andy Lee as Chief Executive Officer

The move signals a push to win larger enterprise clients as the company seeks to replace fragmented customer service systems with AI-native software.

By Sofiah Nichole Salivio • 4 min read • Yesterday
UK shoppers back personalisation but resist AI data
Data Protection

UK shoppers back personalisation but resist AI data

A survey of 2,000 consumers shows UK retailers face a trust gap, with 43% unwilling to share browsing data or AI histories.

By Joseph Gabriel Lagonsin • 3 min read • 2 days ago
Uswitch awards 13 broadband providers excellence mark
Gaming

Uswitch awards 13 broadband providers excellence mark

More households can now access full fibre, as the scheme expands to spotlight lesser-known networks with stronger customer trust and service checks.

By Joseph Gabriel Lagonsin • 4 min read • 2 days ago
One NZ wins TM Forum award for AI telecoms project
Digital Transformation

One NZ wins TM Forum award for AI telecoms project

New Zealand telecoms could gain a software-led revenue stream after One NZ's AI project was named among TM Forum's top Catalyst awards.

By Mark Tarre • 4 min read • 2 days ago
Europe's communications market is fragmenting - and that's exactly the opportunity
Unified Communications

Europe's communications market is fragmenting - and that's exactly the opportunity

Uneven fibre rollouts and rising AI risks are pushing enterprises to seek partners that can stitch together local needs across Europe.

By Dave Macfarlane • 4 min read • 3 days ago