Customer service stories - Page 2
NICE CXone platform sees 80% increase in interactions
This month
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uc
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ai
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digital engagement
NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.
Integrity360 acquires Adsigo to expand DACH region presence
This month
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soc
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edr
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xdr
Integrity360 has acquired Adsigo, a cyber security firm, aiming to enhance its presence in the DACH region and eventually exceed EUR 135 million in revenues.
Enhancing customer service through AI-powered personalisation
This month
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data analytics
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cx
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martech
As 71% of consumers now demand personalised interactions, brands must embrace AI to enhance customer service and foster deeper connections.
Generative AI to become enterprise cornerstone by 2025
This month
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digital transformation
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cx
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martech
Generative AI is set to transform industries by 2025, moving from buzz to essential applications in customer engagement, healthcare, and decision-making.
Responsible AI: Managing ethical and regulatory risks while using AI to accelerate growth
This month
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physical security
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data privacy
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ai
AI is projected to boost Australia's economy by 40% and add AUD $600 billion by 2030, yet concerns over data privacy and ethical risks are rising.
Trust & AI in shopping: New Zealand consumers' views
This month
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martech
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cdp
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data privacy
Salesforce's report reveals New Zealand consumers are increasingly willing to embrace AI in shopping, despite a sharp decline in trust towards companies.
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Angela Robinson named country MD for Australia at Publicis
This month
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edutech
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ai
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deloitte
Angela Robinson has been appointed as Country Managing Director for Australia at Publicis Sapient, aiming to enhance digital transformation in the region.
Commonwealth Bank uses AI to enhance customer service
Last month
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crm
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fintech
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cx
Commonwealth Bank of Australia is leveraging AI to improve customer service, reducing scam losses by 50%, fraud by 30%, and call wait times by 40%.
UK employees lead Europe in AI workplace adoption
Last month
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hcm
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ai
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productivity
UK employees lead Europe in workplace AI adoption, with 25% using AI daily and trust in the tools steadily rising.
AI could be key to restoring consumer trust in Singapore
Last month
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cx
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martech
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cdp
A Salesforce report reveals a significant drop in consumer trust among Singaporeans, with 75% of respondents seeking more consistent interactions and AI solutions.
AI & IT systems crucial for retail success on Black Friday
Last month
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digital transformation
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cx
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martech
As Black Friday looms, retailers face the dual challenge of IT resilience and consumer trust in AI, with only 10% of UK shoppers keen to use AI tools.
Granicus honours Aussie & Kiwi digital government leaders
Last month
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digital transformation
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cleantech
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sustainability
Granicus has recognised outstanding digital government initiatives in Australia and New Zealand with its 2024 Digital Government Awards, celebrating innovation and community engagement.
Study reveals UK consumers' mixed views on AI in retail
Last month
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cx
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martech
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data privacy
A Zoho Survey reveals over half of consumers believe AI personalisation in retail has no impact, highlighting a crucial need for improved engagement.
Babeltext transforms global messaging with 135-language tool
Last month
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edutech
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cx
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martech
Babeltext's multilingual chat platform revolutionises business communication, translating messages across 135 languages into English for seamless customer engagement.
Net Essence acquires Workshop IT with Growth Lending aid
Last month
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partner programmes
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it services
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customer service
Net Essence has acquired Workshop IT, enhancing its IT services reach, supported by a loan from Growth Lending to fuel future growth.
Call Design & CallD.ai join forces for AI optimisation
Last month
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uc
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cx
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martech
Call Design and CallD.ai have partnered to enhance workforce optimisation in contact centres, merging AI solutions with human expertise for improved efficiency.
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NetApp recognises top partners in Australia & New Zealand
Last month
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storage
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partner programmes
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netapp
NetApp has celebrated its Partner Award Winners for FY24 in Australia and New Zealand, recognising excellence in customer service and IT solutions.
Business Next launches AI platform for India's BFSI sector
Last month
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crm
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cloud services
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insurance
Business Next has launched AGENTNEXT, India's first AI agent platform, to modernise banking and financial services, aiming for 60-70% task automation.
Zendesk report reveals CX benefits of adopting AI in APAC
Last month
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digital transformation
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cx
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martech
A new Zendesk report reveals that companies adopting AI are crucial for enhancing customer experience, with APAC seeing up to 63% rise in cross-selling revenue.
SAS campaigns for anti-fraud AI during awareness week
Last month
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data analytics
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digital transformation
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cx
SAS teams up with the Association of Certified Fraud Examiners to advocate for anti-fraud AI during International Fraud Awareness Week amid rising fraud tactics.