Customer service stories
Skillsoft & Salesforce launch AI learning for support teams
Yesterday
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it training
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cx
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martech
Skillsoft partners with Salesforce to launch AI-powered training within its platform, aiming to close skill gaps in customer support teams and enhance service quality.
R&S Grating accelerates operations with cloud ERP from Wiise
Yesterday
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digital transformation
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rpa
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supply chain
Australian supplier R&S Grating has boosted efficiency with Wiise cloud ERP, cutting stock outages and admin time by over 60%, while improving forecasting accuracy.
Calabrio launches unified platform to boost contact centre teams
Yesterday
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uc
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data analytics
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ai
Calabrio launches a unified Performance Management platform to streamline contact centre employee management and boost productivity with AI-driven tools.
AI boosts customer service happiness as global wellbeing falls
Yesterday
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uc
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digital transformation
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cx
Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.
AI lifts customer service satisfaction as global happiness falls
2 days ago
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uc
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digital transformation
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cx
Global happiness fell nearly 10 points to 58% in 2025, but AI-driven customer service satisfaction rose 5 points to 41%, says NiCE’s report.
RingCentral debuts customer journey analytics for Australian users
2 days ago
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uc
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cx
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martech
RingCentral has launched Customer Journey Analytics for Australian users of its RingCX platform, enhancing visibility across unified communications and contact centres.
Rethinking CRM: How generative AI Is breaking down silos and redefining the future of customer service
3 days ago
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crm
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digital transformation
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cx
Generative AI is transforming CRM, breaking down silos across teams to deliver seamless, personalised customer experiences and boost business agility.
Kingston unveils refreshed XS Series SSDs for pros & users
4 days ago
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storage
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customer service
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flash storage
Kingston launches refreshed XS Series external SSDs, offering up to 4TB storage and 2,000MB/s speeds for pros and portable options for everyday users.
Gamma & Clear Business partner to boost UK SME connectivity
4 days ago
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digital transformation
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customer service
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business communications
Gamma and Clear Business have teamed up to provide UK SMEs with enhanced managed connectivity and voice services, combining enterprise-grade tech with local support.
HubSpot launches direct connector for ChatGPT CRM insights
Last week
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saas
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crm
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data analytics
HubSpot has launched a direct ChatGPT connector for CRM insights, enabling users to analyse customer data with natural language queries and no coding.
NiCE announces 2025 partner awards for AI & automation excellence
Last week
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uc
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digital transformation
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cx
NiCE has honoured partners across APAC and EMEA for driving AI and automation excellence in customer service with its 2025 International Partner Awards.
Lockyer Valley council completes ERP upgrade to boost services
Last week
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saas
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devops
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digital transformation
Lockyer Valley Regional Council has upgraded its ERP system to TechnologyOne’s platform, enhancing services for 45,000 residents and improving staff efficiency.
Contact centres use AI to balance staffing & wellbeing needs
Last week
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cx
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martech
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ai
Contact centres are using AI to flexibly scale staffing in real time, enhancing customer service while protecting employee wellbeing amid rising demand.
ANZ consumers want first-contact solutions but satisfaction lags
Last week
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uc
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cx
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martech
Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.
Appian launches Connected Claims 2.0 to transform insurance
Last week
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digital transformation
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cx
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martech
Appian launches Connected Claims 2.0, an AI-driven platform to revolutionise insurance claims with faster processing, fraud detection, and improved customer experience.
HCLTech & UiPath partner to deliver agentic automation at scale
Last week
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digital transformation
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hcm
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supply chain
HCLTech and UiPath have partnered to deliver scalable agentic automation, combining AI and automation to boost business agility and efficiency globally.
Riverina Water cuts billing times with Infor CloudSuite rollout
Last week
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data analytics
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digital transformation
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cx
Riverina Water's adoption of Infor CloudSuite cut billing times by 30% and reduced rates certificate processing by over six days in NSW.
UK consumers value store loyalty over brands, research shows
Last month
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customer service
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branding
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online shopping
UK shoppers show stronger loyalty to stores than brands, with customer service and rewards driving loyalty, especially among those over 55 years.
UK demand surges for AI prompt engineers as salaries climb
Last month
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genai
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llms
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ai
Demand for AI prompt engineers in the UK soars by over 180%, with salaries reaching up to GBP £87,500 amid growing adoption of generative AI technologies.
Half of UK online shoppers shun retailers with slow refunds
Last month
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supply chain
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ecommerce
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customer service
Over half of UK online shoppers would avoid retailers slow to refund returns, expecting refunds within 2-3 days, survey finds.