Customer Satisfaction stories
The delicate dance of user experience and security in the digital age
Today
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data protection
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digital transformation
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biometrics
Businesses can harmonise user experience and cybersecurity through identity and access management, ensuring seamless yet secure digital interactions.
Majority of Britons back fines for long customer call waits
Today
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cx
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ai
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customer service
A survey reveals 62% of Britons support fining companies for long hold times, with older consumers especially backing penalties amid rising costs.
Cebu Pacific adopts NetLine suite to boost operations & growth
Today
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fleet management
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ml
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customer satisfaction
Cebu Pacific will implement Lufthansa Systems' NetLine suite to enhance operations, crew management and support its growth across Asia and beyond.
Thyssenkrupp boosts supply chain with Celonis AI technology
Yesterday
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data analytics
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supply chain
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ai
Thyssenkrupp Rasselstein enhances its global supply chain with Celonis AI, boosting efficiency, transparency and delivery reliability across operations.
Ecommpay shortlisted for best eCommerce payment solution award
2 days ago
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fintech
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payment technologies
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mastercard
Ecommpay has been shortlisted for the Best eCommerce Payment Solution at the 2025 eCommerce Awards, highlighting its innovative payment journey improvements.
Organisations boost customer education but face scaling hurdles
2 days ago
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edutech
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cx
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martech
New research shows 92% of firms plan to expand customer education in 2025, despite facing challenges scaling programmes and measuring their impact.
AI set to transform customer experience & loyalty in 2025
4 days ago
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digital transformation
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cx
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martech
In 2025, AI will revolutionise customer experience, with 86% of US consumers recognising its value and a shift towards faster, digital-first service.
ECI Software wins eight TrustRadius awards for customer satisfaction
Last week
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cx
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martech
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erp
ECI Software Solutions has secured eight 2025 TrustRadius Top Rated Awards, reflecting strong customer satisfaction across various sectors and product lines.
Freshworks launches Freddy AI Agent Studio for autonomous support
Last week
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saas
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digital transformation
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cx
Freshworks launches Freddy AI Agent Studio, enabling businesses to deploy autonomous AI agents for faster, no-code customer and IT support solutions.
Skillsoft & Salesforce launch AI learning for support teams
Last week
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it training
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cx
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martech
Skillsoft partners with Salesforce to launch AI-powered training within its platform, aiming to close skill gaps in customer support teams and enhance service quality.
Loyalty laggards: Expert reveals which APAC sectors struggle with tech innovation
Last week
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cx
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martech
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airlines
Airlines, fuel, and quick-service restaurants in APAC lag in loyalty programme innovation, hindered by legacy tech and limited reward systems, says expert.
AI boosts customer service happiness as global wellbeing falls
Last week
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uc
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digital transformation
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cx
Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.
Snowdon Timber boosts efficiency with Linnworks automation upgrade
Last week
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digital transformation
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rpa
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amazon
Snowdon Timber has boosted efficiency by automating ecommerce with Linnworks, processing over 200 daily orders while cutting operational costs.
RingCentral debuts customer journey analytics for Australian users
Last week
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uc
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cx
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martech
RingCentral has launched Customer Journey Analytics for Australian users of its RingCX platform, enhancing visibility across unified communications and contact centres.
BeyondTrust honours 2024 Australian partners for excellence & growth
Last week
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digital transformation
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cybersecurity
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nps
BeyondTrust has honoured its 2024 Australian partners, with CyberCX named Partner of the Year and 3Columns awarded Growth Partner of the Year.
Travelopedia boosts global growth with new Ecommpay platform
This month
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fintech
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cx
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martech
Travelopedia partners with Ecommpay to enhance global growth through faster, flexible payment solutions, boosting sales and customer satisfaction worldwide.
Half of UK online shoppers shun retailers with slow refunds
Last month
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supply chain
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ecommerce
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customer service
Over half of UK online shoppers would avoid retailers slow to refund returns, expecting refunds within 2-3 days, survey finds.
MTF receives high commendation for trust in car loan awards
Last month
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customer service
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transparency
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nps
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.
Seventy-four percent of asset tracking projects deliver ROI
Last month
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digital transformation
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iot
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cloud services
Research reveals 74% of asset tracking projects deliver expected ROI, with vendor support and system integration key for user satisfaction in various sectors.
Keep them coming back: How to reduce SaaS churn rates
Last month
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saas
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crm
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digital transformation
The global SaaS market is set to reach USD $299 billion this year, driving fierce competition and making customer retention key to reducing churn rates.