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Customer Expectations Stories - Page 6

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Customer Expectations stories

AI & automation boost value of retail analysts amid old hurdles
Artificial Intelligence

AI & automation boost value of retail analysts amid old hurdles

AI and automation boost retail analysts' roles and job satisfaction, but outdated data methods still hinder full benefits, says new Alteryx report.

By Jed Nykolle Harme • 4 min read • Thu, 19th Jun 2025
The AI tipping point: How contact centres in ANZ are reinventing CX
Data Analytics

The AI tipping point: How contact centres in ANZ are reinventing CX

AI is transforming contact centres in Australia and New Zealand, with 98% adopting it, but human skills and trust remain crucial for success.

By Richard Lundgren • 5 min read • Tue, 27th May 2025
AI-focused marketing risks eroding trust, says new research
Customer Experience

AI-focused marketing risks eroding trust, says new research

New study finds consumers trust companies more when they promote human expertise over AI, especially in personalised services like healthcare and luxury goods.

By Shannon Williams • 3 min read • Wed, 7th May 2025
Empowered contact centre agents crucial for driving CX success
Unified Communications

Empowered contact centre agents crucial for driving CX success

As customer expectations rise, NICE's Rod Lester emphasises the critical role of agent empowerment in contact centres, driven by AI tools for enhanced service.

By Melania Watson • 4 min read • Wed, 9th Apr 2025
Trek enhances BOPIS with Gr4vy for seamless shopping
Crypto

Trek enhances BOPIS with Gr4vy for seamless shopping

Trek has teamed up with Gr4vy to enhance its Buy-Online-Pickup-In-Store service, improving payment processing and real-time inventory for customers.

By Catherine Knowles • 3 min read • Fri, 28th Mar 2025
Contact centres face challenges with AI in customer care
Unified Communications

Contact centres face challenges with AI in customer care

A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.

By Sean Mitchell • 3 min read • Wed, 26th Mar 2025
What if security solutions could help your business reach its sustainability goals?
Partner Programmes

What if security solutions could help your business reach its sustainability goals?

As we approach 2025, businesses must embrace sustainability or risk obsolescence, with innovative security solutions now serving as essential tools for achieving these goals.

By Kirsten Chapman • 4 min read • Mon, 10th Feb 2025
Jaywing & InvoCare partner to boost digital services
Digital Transformation

Jaywing & InvoCare partner to boost digital services

Jaywing has been appointed by InvoCare to enhance digital customer experiences across 60 brands in Australia, New Zealand, and Singapore.

By Catherine Knowles • 3 min read • Wed, 22nd Jan 2025

Stories from Other Regions

Customer Expectations stories

UK banks take an average of 65 days to update base rates
Digital Transformation

UK banks take an average of 65 days to update base rates

A study reveals UK banks average 65 days to update base rates and over six months to launch new features, slowing innovation amid rising customer expectations.

By Shannon Williams • 4 min read • Thu, 29th May 2025
Chorus boosts NZ business fibre with new 1Gbps option, faster fixes
Unified Communications

Chorus boosts NZ business fibre with new 1Gbps option, faster fixes

Chorus unveils a 1Gbps symmetrical fibre plan for NZ businesses, enhancing speeds and restoration times to boost digital productivity.

By Kaleah Salmon • 3 min read • Wed, 21st May 2025
How South Africa is unlocking better customer experience for UK businesses
Digital Transformation

How South Africa is unlocking better customer experience for UK businesses

South Africa's contact centres blend skilled agents and tech, helping UK firms enhance personalised, empathetic customer experiences amid rising digital demands.

By Hans Zachar • 4 min read • Wed, 21st May 2025
Australian banks prioritise digital overhaul to meet demands
Digital Transformation

Australian banks prioritise digital overhaul to meet demands

Australian banks are prioritising customer experience improvements amid digital transformation struggles caused by data issues, legacy systems and shifting consumer demands.

By Sean Mitchell • 3 min read • Tue, 13th May 2025
Simon partners with Adentro to enhance retail experience
Customer Experience

Simon partners with Adentro to enhance retail experience

Simon teams up with Adentro to integrate WBA OpenRoaming technology across US properties, aiming to enhance digital shopping experiences and drive retail innovation.

By Catherine Knowles • 2 min read • Fri, 4th Apr 2025
Lifecycle & Collab team up for advanced NEXUS upgrade
Customer Relationship Management

Lifecycle & Collab team up for advanced NEXUS upgrade

Lifecycle Software has partnered with Collab to enhance its NEXUS platform with AI-driven customer care solutions, boosting efficiency for mobile operators.

By Catherine Knowles • 3 min read • Fri, 4th Apr 2025
ServiceNow appoints new VP to boost Asia operations
Customer Experience

ServiceNow appoints new VP to boost Asia operations

ServiceNow has appointed Melissa Ries as Group Vice President for Asia & Korea and Yen Yen Tan to its Global Advisory Council to boost operations in the region.

By Melvin Hipolito • 3 min read • Wed, 2nd Apr 2025
Singaporeans spend 40m hours on hold, report reveals
Unified Communications

Singaporeans spend 40m hours on hold, report reveals

Singaporeans have spent a staggering 40 million hours on hold for customer service, as revealed by a ServiceNow report highlighting ongoing service challenges.

By Shannon Williams • 3 min read • Fri, 28th Mar 2025
Generative AI boosts customer service, says Capgemini study
Customer Experience

Generative AI boosts customer service, says Capgemini study

A new Capgemini study reveals customer satisfaction in the UK is low, with just 45% satisfied, despite the potential of generative AI to improve service quality.

By Catherine Knowles • 3 min read • Fri, 14th Mar 2025
Indosat partners with Xanh SM for green transport in Indonesia
Data Analytics

Indosat partners with Xanh SM for green transport in Indonesia

Indosat Ooredoo Hutchison has joined forces with Vietnam's Xanh SM to promote eco-friendly mobility solutions in Indonesia, enhancing tech-driven transportation.

By Catherine Knowles • 3 min read • Mon, 27th Jan 2025