Customer service stories

Adelaide's Duco joins ServiceNow Partner Program, appointing Sean Sounes to lead ServiceNow solutions and bolster digital transformation across APAC.

A survey reveals 62% of Britons support fining companies for long hold times, with older consumers especially backing penalties amid rising costs.

Ian Tickle has been named Chief of Global Field Operations at Freshworks, advancing from interim to lead the company’s global sales and expansion efforts.

Most UK retailers see outdated warehouse tech as a barrier to growth, with 88% backing automation to boost efficiency and meet fluctuating customer demand.

NiCE expands its AI partnership with AWS to enhance CXone Mpower, bringing advanced AI-powered automation to customer experience workflows at enterprise scale.

Agentic AI market set to grow from USD $7.28 billion in 2025 to over $41 billion by 2030, driving automation and transforming sectors from cybersecurity to customer service.

Tuatahi First Fibre has appointed Ventia as its primary partner in a NZD $110 million deal to support its expanding fibre broadband network across New Zealand.

NiCE launches CXone Mpower Agents, AI-driven tools designed to automate and streamline customer service across front, middle, and back-office operations.

NiCE teams up with Snowflake to enable secure, AI-driven sharing and automation of customer data, enhancing efficiency and personalisation across enterprises.

Customer Data Platforms are evolving beyond marketing, becoming essential for unified data, AI readiness, and privacy compliance across enterprises.

Kore.ai and TeKnowledge have partnered to help enterprises scale AI adoption beyond pilots, enhancing customer service and business operations globally.

In 2025, AI will revolutionise customer experience, with 86% of US consumers recognising its value and a shift towards faster, digital-first service.

Nimbl predicts AI will create new job roles and growth, transforming the workforce with personalised services rather than causing redundancies.

Voitec is now the official distributor of Heedify’s Microsoft Teams attendant console in Australia and New Zealand, enhancing frontline communication efficiency.

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.

Australian supplier R&S Grating has boosted efficiency with Wiise cloud ERP, cutting stock outages and admin time by over 60%, while improving forecasting accuracy.

Calabrio launches a unified Performance Management platform to streamline contact centre employee management and boost productivity with AI-driven tools.

Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.

Global happiness fell nearly 10 points to 58% in 2025, but AI-driven customer service satisfaction rose 5 points to 41%, says NiCE’s report.

RingCentral has launched Customer Journey Analytics for Australian users of its RingCX platform, enhancing visibility across unified communications and contact centres.