Customer Support Stories - Page 31

Australian Stories

Customer Support stories

Australian SMEs rush into AI adoption without clear strategies

Most Australian SMEs adopt AI tools without strategies, risking missed growth opportunities despite urgent investments and competitive pressures.

By Kaleah Salmon • 4 min read • Wed, 20th Aug 2025

Customer Experience

Aussies fed up with customer service bots, survey finds

More than half of Australians are frustrated with customer service bots and may stop buying from brands that fail to resolve their issues quickly and effectively.

By Jed Nykolle Harme • 4 min read • Thu, 14th Aug 2025

Digital Transformation

Why AI is key to match shifting customer expectations in Retail sector

Australian retailers must harness AI and emotional intelligence to meet fast-changing Gen Z and millennial expectations for seamless, personalised shopping.

By Maurice Zicman • 5 min read • Wed, 13th Aug 2025

Digital Transformation

Why your platform engineering strategy needs a communications upgrade

Nearly half of digital projects fail to meet goals, often due to poor communication; upgrading platform engineering messaging boosts adoption and impact.

By Bryan Ross • 5 min read • Fri, 8th Aug 2025

Customer Experience

Older Australians drive retail with demand for personal touch

Older Australians, buoyed by financial security, drive retail growth with a preference for personalised service, quieter stores, and tech support in Australia.

By Melvin Hipolito • 3 min read • Thu, 7th Aug 2025

Global Stories

Customer Support stories

Customer Experience

Fergus appoints Hugh Walker as Head of Customer Experience

Fergus has appointed Hugh Walker as Head of Customer Experience to lead customer teams and enhance its job management software platform globally.

By Melvin Hipolito • 4 min read • Tue, 26th Aug 2025

Customer Experience

Klearcom automates global number testing for United World Telecom

Klearcom's AI-powered platform now automates United World Telecom's global number testing, boosting service reliability across 100+ countries and time zones.

By Kaleah Salmon • 3 min read • Mon, 25th Aug 2025

Customer Experience

Agoda launches AI chatbot to boost instant answers for travellers

Agoda introduces the AI-powered Property AMA Bot to provide travellers with instant, accurate hotel information across all its platforms, enhancing booking ease.

By Jed Nykolle Harme • 3 min read • Sat, 16th Aug 2025

Unified Communications

Why a confidence-inspiring contact centre is one of your organisation's greatest assets

A responsive, seamless contact centre is vital for Australian firms to rebuild customer trust amid rising cyber threats, says Kore.ai's Paul Rilstone.

By Michael Clark from CXTT Consulting and Paul Rilstone from Kore.ai • 4 min read • Fri, 15th Aug 2025

Customer Experience

Xsolla launches Unity SDK to boost direct game monetisation

Xsolla has launched a new Unity SDK to help developers monetise games directly, with cross-platform support and over 1,000 payment methods worldwide.

By Catherine Knowles • 3 min read • Fri, 15th Aug 2025

Unified Communications

CelcomDigi unveils in-house AI tools for operational efficiency

CelcomDigi unveils AI-powered tools developed in-house to boost operations and serve SMEs via AI-as-a-Service, enhancing efficiency and customer support.

By Shannon Williams • 3 min read • Fri, 15th Aug 2025

Customer Relationship Management

NiCE, Salesforce deepen AI partnership for unified service

NiCE expands its AI partnership with Salesforce to unify customer service via deeper integration between CXone Mpower and Service Cloud platforms.

By Jed Nykolle Harme • 3 min read • Wed, 13th Aug 2025

Unified Communications

8x8 reports surge in AI-powered CX adoption & unveils new tools

8x8 reports a 150% rise in AI-powered customer interactions and unveils new tools enhancing CX with AI-driven insights and secure payment options.

By Shannon Williams • 4 min read • Thu, 7th Aug 2025

Robotic Process Automation

Metaforms raises USD $9m to revolutionise market research

Metaforms, a San Francisco AI startup, has raised USD $9 million to enhance market research efficiency with innovative AI automation tools.

By Jed Nykolle Harme • 4 min read • Fri, 1st Aug 2025

Stories from Other Regions

Customer Support stories

Digital Transformation

Shipster marks 10 years with senior hires to drive innovation

Shipster marks 10 years with senior hires to boost innovation in eCommerce shipping software, serving over 100 retailers and processing millions of shipments annually.

By Kaleah Salmon • 4 min read • Tue, 26th Aug 2025

Customer Experience

eDesk expands US operations to boost AI-driven support for eCommerce

eDesk expands its US operations to support growing eCommerce brands with AI-driven helpdesk solutions, managing millions of customer queries each month.

By Shannon Williams • 3 min read • Sat, 23rd Aug 2025

Data Protection

ICS.AI introduces GPT-5 upgrades for UK public sector services

ICS.AI has upgraded its SMART: AI platform with GPT-5 to boost automation and support across UK public sector services, enhancing efficiency and compliance.

By Kaleah Salmon • 3 min read • Thu, 14th Aug 2025