Customer Expectations stories
Exclusive: Qualys' Sam Salehi explains why ANZ firms are turning to risk platforms
Today
#
cloud security
#
ai
#
cybersecurity
Qualys' ANZ MD Sam Salehi says firms in Australia and New Zealand are adopting risk platforms amid a cybersecurity skills crisis and evolving threats.
Majority of Britons back fines for long customer call waits
Last month
#
cx
#
martech
#
ai
A survey reveals 62% of Britons support fining companies for long hold times, with older consumers especially backing penalties amid rising costs.
AI & automation boost value of retail analysts amid old hurdles
Last month
#
ai
#
pwc
#
excel
AI and automation boost retail analysts' roles and job satisfaction, but outdated data methods still hinder full benefits, says new Alteryx report.
UK banks take an average of 65 days to update base rates
Thu, 29th May 2025
#
digital transformation
#
fintech
#
c-suite
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.
The AI tipping point: How contact centres in ANZ are reinventing CX
Tue, 27th May 2025
#
data analytics
#
digital transformation
#
cx
AI is transforming contact centres in Australia and New Zealand, with 98% adopting it, but human skills and trust remain crucial for success.
Chorus boosts NZ business fibre with new 1Gbps option, faster fixes
Wed, 21st May 2025
#
uc
#
digital transformation
#
financial systems
Chorus unveils a 1Gbps symmetrical fibre plan for NZ businesses, enhancing speeds and restoration times to boost digital productivity.
How South Africa is unlocking better customer experience for UK businesses
Wed, 21st May 2025
#
digital transformation
#
cx
#
martech
South Africa's contact centres blend skilled agents and tech, helping UK firms enhance personalised, empathetic customer experiences amid rising digital demands.
Australian banks prioritise digital overhaul to meet demands
Tue, 13th May 2025
#
digital transformation
#
cx
#
martech
Australian banks are prioritising customer experience improvements amid digital transformation struggles caused by data issues, legacy systems and shifting consumer demands.
AI-focused marketing risks eroding trust, says new research
Wed, 7th May 2025
#
cx
#
martech
#
genai
New study finds consumers trust companies more when they promote human expertise over AI, especially in personalised services like healthcare and luxury goods.
Empowered contact centre agents crucial for driving CX success
Wed, 9th Apr 2025
#
uc
#
cx
#
martech
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.
Simon partners with Adentro to enhance retail experience
Fri, 4th Apr 2025
#
cx
#
martech
#
omnichannel
Simon teams up with Adentro to integrate WBA OpenRoaming technology across US properties, aiming to enhance digital shopping experiences and drive retail innovation.
Lifecycle & Collab team up for advanced NEXUS upgrade
Fri, 4th Apr 2025
#
crm
#
digital transformation
#
cx
Lifecycle Software has partnered with Collab to enhance its NEXUS platform with AI-driven customer care solutions, boosting efficiency for mobile operators.
ServiceNow appoints new VP to boost Asia operations
Wed, 2nd Apr 2025
#
cx
#
martech
#
ai
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.
Trek enhances BOPIS with Gr4vy for seamless shopping
Fri, 28th Mar 2025
#
cx
#
blockchain
#
martech
Trek has teamed up with Gr4vy to enhance its Buy-Online-Pickup-In-Store service, improving payment processing and real-time inventory for customers.
Singaporeans spend 40m hours on hold, report reveals
Fri, 28th Mar 2025
#
uc
#
ai
#
government
Singaporeans have spent a staggering 40 million hours on hold for customer service, as revealed by a ServiceNow report highlighting ongoing service challenges.
Contact centres face challenges with AI in customer care
Wed, 26th Mar 2025
#
uc
#
it training
#
cx
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.
Generative AI boosts customer service, says Capgemini study
Fri, 14th Mar 2025
#
cx
#
martech
#
genai
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.
What if security solutions could help your business reach its sustainability goals?
Mon, 10th Feb 2025
#
partner programmes
#
power / energy
#
cleantech
As we approach 2025, businesses must embrace sustainability or risk obsolescence, with innovative security solutions now serving as essential tools for achieving these goals.
Indosat partners with Xanh SM for green transport in Indonesia
Mon, 27th Jan 2025
#
data analytics
#
digital transformation
#
cx
Indosat Ooredoo Hutchison has joined forces with Vietnam's Xanh SM to promote eco-friendly mobility solutions in Indonesia, enhancing tech-driven transportation.
Jaywing & InvoCare partner to boost digital services
Wed, 22nd Jan 2025
#
digital transformation
#
digital marketing
#
digitisation
Jaywing has been appointed by InvoCare to enhance digital customer experiences across 60 brands in Australia, New Zealand, and Singapore.