Customer service stories - Page 2
Organisations fail to deliver on growing customer demands
"Over the last two years, customer expectations have skyrocketed to the point where exceptional service is now demanded as standard across every interaction.”
Forrester uncovers top upcoming payments innovations
"Now’s the time to step off that proverbial hamster wheel and assess the many technological innovations that will shape the next decade."
SugarCRM introduces playbook functionality thanks to AddOptify acquisition
“Sugar customers can now leverage proven playbook capabilities within the Sugar platform to streamline sales processes, improve marketing operations and optimise customer service execution."
Advantage: Why the gold standard of customer service matters
As a business, it is crucial to evolve and adapt IT operations to survive, innovate and compete - even more so during a global pandemic.
Keeping automation human centric
No matter where businesses are in their digital transformation, sooner or later, implementing automation processes will become a daily activity.
Research finds more than half of APAC consumers think customer service is an afterthought
Zendesk's annual research has uncovered a gap between consumer expectations and company actions regarding customer service.
Verloop.io and Vonage partner to deliver conversational AI
AI company Verloop.io has announced a partnership with Vonage to enable Verloop.io customers to deploy their conversational AI applications into new channels by leveraging Vonage's communications APIs.
BHG shifts to new business model in 2022
BHG has announced transformation plans as it moves into the next phase of its three-year digitalisation journey.
Soul Machines and Microsoft partner to enhance AI solutions
AI humanisation company Soul Machines has signed a five-year agreement with Microsoft, utilising Azure technology and further creating growth opportunities in the service AI field.
Dell Technologies appoints Leanne Buer as New Zealand country manager
Dell Technologies has appointed Leanne Buer as its new country manager for New Zealand, effective Monday 29 November.
Genesys and Google Cloud extend partnership, build future of digital customer service
"Partnering with Genesys will help build the future of digital customer service, as businesses and service teams bring together artificial intelligence, machine learning and data analytics to deliver the best possible outcomes."
Only 4 in 10 shoppers completely trust retailers to fulfill orders as promised
A new survey confirms a large trust gap between shoppers and retailers.
Robotic Skies and Carbonix partner to advance UAV tech on global scale
"We aim to make it easy for manufacturers of high-performance commercial UAVs like Carbonix to seamlessly incorporate Robotic Skies into existing workflows and efficiently build up their customer support infrastructure on a global scale."
77% of consumers will share data if their service is more personalised - Freshworks report
Despite calls for better data privacy amongst businesses and their customers, it doesn’t mean that the data sharing game is over.
mx51 to use Snowflake for analytics and customer service
Snowflake has been selected by merchant payment platform mx51 to support its analytics and customer service.
Laser focus on customer-oriented tech top priority for customer service industry - report
"These technologies support new operational needs of managing a remote workforce and new demands and expectations from customers."
People are a demanding bunch: how to service the customer that wants everything
The everything customer might sound like an abstract concept, but if we brush away the buzzword veneer, it becomes apparent that we’re all everything customers.
CSPs missing huge, untapped opportunity
"Communication service providers (CSPs) must take advantage of the fact that consumers are willing to share their data to get an advanced personalised experience tailored to their expectations."
Appier acquires AI-powered chatbot platform BotBonnie
"Retailers and eCommerce brands have contributed to the maturity of conversational commerce, and AI chatbots can lead to more natural interactions for customers to engage with commerce on messengers."
Auth0 survey reveals Australian businesses fail to meet login expectations
"Clearly there’s a gap between consumer and business expectations. Consumers want to use digital services, but if the login process is clunky or frustrating, they will take their businesses elsewhere."
Customer service vital to long term success for Australian telcos
Customer loyalty is at stake as telcos fail to deliver adequate service, prompting organisations to adapt or fail to gain a competitive advantage.
Poor service quality costing companies significant revenue
Businesses risk losing customers due to inconsistencies in the efficiency and quality of service across channels.
Artificial intelligence top priority for organisations, but challenges remain
"There is no doubt that there is light at the end of the challenge-filled tunnel, and significant potential to generate even more meaningful and incredible outcomes than we have seen so far."
NICE releases an AI-powered self-service platform
Cloud software provider NICE has released self-service platform CXone Expert, following its acquisition of MindTouch, a San Diego-based cloud knowledge management software platform.