Customer service stories
How empathy and transparency save brands in a crisis
2 days ago
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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
2 days ago
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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
3 days ago
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data analytics
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risk & compliance
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customer service
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
3 days ago
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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Survey shows outdated tech frustrates UK & US consumers
5 days ago
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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A YouGov survey reveals growing dissatisfaction with customer service in the US and UK, as 69% of consumers blame outdated technology for their frustrations.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
5 days ago
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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
5 days ago
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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
5 days ago
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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 week
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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 week
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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.
UK faces critical AI skills gap as firms struggle to adapt
Last week
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digital transformation
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genai
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ai
A recent study by Gigged.AI reveals a critical AI skills gap in the UK, warning that government policies hinder recruitment essential for future growth.
Oracle NetSuite unveils AI tools for Australia, NZ firms
Last week
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hcm
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genai
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data privacy
Oracle NetSuite has unveiled new generative AI features aimed at boosting operational efficiency for businesses across Australia and New Zealand.
AI revolutionises customer service in Australia by 2025
Last week
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cx
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martech
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personalisation
Zendesk's report reveals that 57% of Australian consumers prefer AI interactions with human traits, signalling a major shift in customer service expectations driven by technology.
Exclusive: Babeltext aims to break language barriers in global messaging
Last week
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martech
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commerce systems
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wechat
Babeltext launches an AI-driven messaging platform aimed at breaking language barriers, enabling real-time communication in 195 languages for global users.
WatchGuard joins AWS ISV Accelerate Program for growth
Last week
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firewalls
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endpoint protection
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hyperscale
WatchGuard Technologies has joined the Amazon Web Services ISV Accelerate Program to enhance its global cybersecurity offerings via the AWS Marketplace.
Monday.com unveils AI strategy to revolutionise workflows
Last week
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crm
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devops
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apm
monday.com has unveiled its ambitious AI Vision, set to integrate artificial intelligence across its products by 2025, aiding businesses in their digital transformation.
Technology boosts growth in Australian hospitality sector
Last week
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cleantech
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sustainability
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customer service
Technology is transforming the Australian hospitality sector, with a report revealing 47% of operators find it boosts efficiency amid rising costs.
HubSpot opens first Australian data centre in Sydney
This month
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digital transformation
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martech
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cdp
HubSpot has launched its first data centre in Australia, enabling local businesses to enhance performance and data sovereignty while meeting compliance needs.
Freshworks appoints Subramanian to lead product management
This month
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crm
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data protection
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cx
Freshworks has appointed Venki Subramanian as Senior Vice President of Product Management for Customer Experience, aiming to enhance its offerings for over 68,000 clients.
Is your accounts team eroding your corporate brand?
This month
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cx
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martech
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personalisation
Companies risk eroding their brand reputation through poor debt collection practices, as accounts teams are crucial in shaping customer perception and trust.