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Customer service Stories - Page 32

Global Stories

Customer service stories

UK customers still prefer human agents, but lower prices boost use
Customer Experience

UK customers still prefer human agents, but lower prices boost use

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.

By Catherine Knowles • 4 min read • Fri, 17th Oct 2025
NiCE Cognigy debuts AI Ops Centre to boost enterprise resilience
Customer Experience

NiCE Cognigy debuts AI Ops Centre to boost enterprise resilience

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

By Melvin Hipolito • 3 min read • Fri, 17th Oct 2025
Salesforce & AWS deepen AI partnership to boost agentic adoption
Unified Communications

Salesforce & AWS deepen AI partnership to boost agentic adoption

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

By Shannon Williams • 5 min read • Fri, 17th Oct 2025
Oracle embeds new AI agents in Fusion Cloud for smarter business
Data Analytics

Oracle embeds new AI agents in Fusion Cloud for smarter business

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

By Sean Mitchell • 4 min read • Thu, 16th Oct 2025
Salesforce & Stripe team up with OpenAI for AI-powered checkout
Customer Experience

Salesforce & Stripe team up with OpenAI for AI-powered checkout

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

By Jed Nykolle Harme • 4 min read • Thu, 16th Oct 2025
Salesforce & AWS advance secure AI agents in enterprise change
Unified Communications

Salesforce & AWS advance secure AI agents in enterprise change

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

By Jed Nykolle Harme • 5 min read • Thu, 16th Oct 2025
Coveo enhances AI for Agentforce with context passthrough tools
Customer Experience

Coveo enhances AI for Agentforce with context passthrough tools

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

By Jed Nykolle Harme • 3 min read • Thu, 16th Oct 2025
Tudor Environmental boosts efficiency with BPA Platform automation
Marketing Technologies

Tudor Environmental boosts efficiency with BPA Platform automation

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

By Sean Mitchell • 4 min read • Wed, 15th Oct 2025
Salesforce launches Agentforce 360 to unite humans & AI agents
Customer Relationship Management

Salesforce launches Agentforce 360 to unite humans & AI agents

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

By Sean Mitchell • 5 min read • Wed, 15th Oct 2025
Appian honours APJ partners for excellence, innovation & growth
Digital Transformation

Appian honours APJ partners for excellence, innovation & growth

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.

By Melvin Hipolito • 4 min read • Tue, 14th Oct 2025

Stories from Other Regions

Customer service stories

Most Singapore banks fall short of brand promises, says Forrester
Customer Experience

Most Singapore banks fall short of brand promises, says Forrester

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

By Sean Mitchell • 4 min read • Thu, 23rd Oct 2025
Why better data management is the key to exceptional customer experience
Customer Experience

Why better data management is the key to exceptional customer experience

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

By Andy Milburn • 4 min read • Mon, 20th Oct 2025
OCS overhauls finance with full Esker AI automation rollout
Digital Transformation

OCS overhauls finance with full Esker AI automation rollout

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.

By Sean Mitchell • 3 min read • Mon, 20th Oct 2025
Second Nature raises USD $22 million to boost AI sales training
Customer Experience

Second Nature raises USD $22 million to boost AI sales training

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

By Kaleah Salmon • 4 min read • Fri, 17th Oct 2025
Keeping the lights on through the Holiday period
Small Business

Keeping the lights on through the Holiday period

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.

By Neil Webster • 4 min read • Fri, 17th Oct 2025
Gallagher boosts NSW & ACT team with three strategic hires
Security Operations Centres

Gallagher boosts NSW & ACT team with three strategic hires

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

By Melvin Hipolito • 3 min read • Fri, 17th Oct 2025
Australian patience with automated customer service is wearing thin
Customer Experience

Australian patience with automated customer service is wearing thin

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

By Melvin Hipolito • 4 min read • Thu, 16th Oct 2025
Genesis Energy deploys Databricks to boost AI & data strategy
Digital Transformation

Genesis Energy deploys Databricks to boost AI & data strategy

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.

By Shannon Williams • 3 min read • Wed, 15th Oct 2025