Customer service stories - Page 2
Manhattan Associates updates platforms for retail efficiency
This month
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digital transformation
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cx
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martech
Manhattan Associates has unveiled updates to its Omni and Supply Chain platforms, enhancing customer support and operational efficiency for retailers.
Why helping women march forward starts with creating workplaces where they can thrive
This month
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printing
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ricoh
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customer service
Empowering women in the workplace is crucial for business success, with flexible policies at Ricoh fostering a supportive environment that boosts productivity.
It’s time to "March Forward" to a different tune and redefine our critical skillsets
This month
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hcm
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ai
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customer service
As International Women's Day highlights the slow progress of gender diversity in tech, experts call for a re-evaluation of skillsets to foster innovation and inclusion.
From retail to PR and marketing communications: My journey to data management and analytics
This month
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data analytics
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customer service
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data management
After abandoning retail for PR and marketing, I discovered a passion for data management, leading me to pursue a degree in analytics, which I completed at 40.
New Zealanders spent 24 million hours on hold in 2024
This month
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uc
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it training
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cx
A report reveals New Zealanders spent 24 million hours on hold for customer service in 2024, with two-thirds considering switching providers due to delays.
VECTEC appoints David Manassa to lead client development
This month
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storage
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virtualisation
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digital transformation
David Manassa has been appointed Client Development Director at VECTEC, marking a strategic move to enhance client experience amid the firm's rapid growth.
Samsung introduces premium care service for NZ appliances
Last month
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samsung
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customer service
Samsung has launched a Premium Care Service in New Zealand for select laundry and fridge products, featuring a 0% interest plan for 60 months.
Amazon unveils next-gen Alexa+, powered by generative AI
Last month
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biometrics
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smart home
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genai
In addition to responding intuitively to voice commands, Alexa+ can actively manage and orchestrate other connected services and devices.
ManageEngine ServiceDesk Plus earns ITIL certification
Last month
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ai
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manageengine
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servicedesk plus
ManageEngine ServiceDesk Plus has secured ITIL certification for 14 IT service management practices, achieving Silver-tier status in PeopleCert's ATV programme.
Zendesk to acquire Local Measure, boosting AI voice services
Last month
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uc
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hyperscale
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cx
Zendesk has unveiled plans to acquire Local Measure, an Australian provider of voice solutions, enhancing its AI-powered services by 2025.
How empathy and transparency save brands in a crisis
Last month
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customer service
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transparency
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public relations
In times of crisis, brands can salvage their reputations by prioritising empathy and transparency, transforming potential outages into trust-building moments.
Bluechip Infotech New Zealand celebrates 30th anniversary
Last month
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cx
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martech
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partner programmes
Bluechip Infotech New Zealand celebrates 30 years in IT distribution, evolving from a small operation into a major industry player under Chris Fitzgerald's leadership.
Marcura enhances services with AI integration for maritime
Last month
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data analytics
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risk & compliance
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payment technologies
Marcura has unveiled a comprehensive upgrade to its services, integrating AI-powered automation to enhance efficiency in the maritime sector.
Teleperformance launches Cloud Campus for remote security
Last month
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data protection
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data privacy
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cybersecurity
With cyber attacks hitting Australian firms every six minutes, Teleperformance unveils Cloud Campus to bolster data security for remote workforces.
Survey shows outdated tech frustrates UK & US consumers
Last month
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digital transformation
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cx
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martech
A YouGov survey reveals growing dissatisfaction with customer service in the US and UK, as 69% of consumers blame outdated technology for their frustrations.
Long wait times & vague answers frustrate UK customers
Last month
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cx
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martech
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ai
Research by Cirrus reveals long wait times and vague responses in UK customer service provoke discontent, with older customers demanding faster resolutions.
Networks down but trust up: How to communicate when outages hit
Last month
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cx
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martech
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customer service
When network outages occur, effective communication becomes crucial; organisations must act swiftly to reassure customers and preserve trust.
CDC secures AUD $17 billion valuation in ownership deal
Last month
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edutech
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hyperscale
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ai
A landmark ownership deal has secured CDC's AUD $17 billion valuation, ensuring its sovereign status while enabling significant growth in data centre operations.
Anthropic launches Claude 3.5 Sonnet on AWS Bedrock
Last month
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genai
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ai
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customer service
Anthropic has launched its Claude 3.5 Sonnet model on Amazon Bedrock in Sydney, assisting Australian organisations in advancing their AI capabilities.
Pegasystems unveils new AI-enhancing Pega Agent Experience
Last month
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digital transformation
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rpa
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ai
Pegasystems has launched the Pega Agent Experience, a suite of API capabilities aimed at enhancing AI agents' efficiency in automation and orchestration.