Customer service stories - Page 28

Executives at OutSystems predict that by 2025, AI will revolutionise customer service, but emphasise data quality as crucial for transformation.

Suncorp has partnered with Microsoft for five years to enhance AI and cloud technology across its operations, aiming to improve efficiency and customer service.

Zendesk has appointed Shashi Upadhyay as its new President of Product, Engineering, and AI, charged with driving growth in customer and employee services.

Qantas has renewed its global distribution deal with Sabre, enhancing access to its services for travel agencies worldwide.

Kore.ai's latest reports reveal Australians are embracing AI in customer service, prioritising advanced technology over pay and valuing efficiency and accuracy.

Optus and NICE have launched a new contact centre system at Great Southern Bank, cutting customer wait times to just 30 seconds for 80% of calls.

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.

As 71% of consumers now demand personalised interactions, brands must embrace AI to enhance customer service and foster deeper connections.

Generative AI is set to transform industries by 2025, moving from buzz to essential applications in customer engagement, healthcare, and decision-making.

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.

Angela Robinson has been appointed as Country Managing Director for Australia at Publicis Sapient, aiming to enhance digital transformation in the region.

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%.

Granicus has revealed its 2024 Digital Government Awards winners in Australia and New Zealand, celebrating innovative public sector digital advancements.

Babeltext's multilingual chat platform revolutionises business communication, translating messages across 135 languages into English for seamless customer engagement.

Call Design and CallD.ai have partnered to enhance workforce optimisation in contact centres, merging AI solutions with human expertise for improved efficiency.

NetApp has celebrated its Partner Award Winners for FY24 in Australia and New Zealand, recognising excellence in customer service and IT solutions.

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.

Outdated ERP systems hinder businesses, causing inefficiencies and slow growth; upgrading to tailored, cloud-based solutions can enhance performance.

UK businesses could face losses of up to GBP £4.5 billion during the holiday season due to inadequate customer service, new research by Qualtrics reveals.

Decision Inc. has acquired ProQuest Consulting, enhancing its consultancy offerings and boosting its team in Australia to nearly 400 employees.