Customer service stories - Page 2

Forrester's Total Experience Score reveals most Singapore banks fail to deliver customer experiences matching their brand promises, with Citibank and DBS leading.

Customer experience excellence hinges on robust data management, as Australian firms invest in AI and analytics to meet soaring consumer expectations.

OCS New Zealand is the first globally to deploy Esker's full AI-driven finance automation suite, enhancing efficiency and accuracy in its financial operations.

New survey finds 83% of UK customers prefer human agents for service, but 34% may switch to AI if it means lower prices, especially in London.

Second Nature has raised USD $22 million to expand its AI-driven sales training platform, helping businesses boost performance and reduce onboarding times.

As liquidation rises 31.9%, NZ small businesses face a tough holiday battle for staff, cashflow and compliance to keep operations thriving beyond survival mode.

NiCE Cognigy launches AI Ops Centre, a real-time hub to monitor and maintain enterprise AI agents' reliability and boost customer experience resilience.

Salesforce and AWS have expanded their partnership to accelerate AI agent adoption, enhancing workflows, data integration, and customer service globally.

Gallagher Security Australia strengthens its NSW and ACT team with three key hires to boost growth and enhance technical support across the regions.

Oracle has integrated new AI agents into Fusion Cloud Applications to boost efficiency and decision-making in finance, HR, supply chain, and sales.

Australian consumers are growing impatient with automated customer service, favouring human agents over AI-powered chatbots and voice menus, a new report finds.

Salesforce teams up with Stripe and OpenAI to launch AI-powered Instant Checkout, enhancing personalised shopping and speeding up online purchases for retailers.

Salesforce and AWS are deepening their decade-long collaboration to boost secure AI agent adoption in enterprises, enhancing data, contact centres and procurement.

Coveo has enhanced AI support on Agentforce with custom context passthrough tools, boosting response accuracy and accelerating issue resolution for enterprises.

Genesis Energy will adopt the Databricks Data Intelligence Platform to enhance its AI use, boost data management, and train staff in a major digital transformation.

Tudor Environmental has boosted efficiency by automating customer service emails and integrating systems with BPA Platform, saving 10 hours weekly.

Salesforce has launched Agentforce 360, a platform that unites human employees and AI agents to boost workplace productivity and customer service.

Appian has named Roboyo, WNS, Deloitte, Accenture, and Via Appia as winners of its 2025 APJ Partner Awards for excellence, innovation and growth in the region.

Many enterprise AI systems mimic human tasks, limiting innovation; experts urge shifting to machine-native designs for transformative potential beyond imitation.

Brennan has upgraded its customer service with NiCE CXone Mpower, boosting scalability, AI automation, and efficiency across contact centres in Australia.