Customer service stories
FC Bayern partners with Celonis to boost operations with AI
Last week
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hcm
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ai
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recruitment
Celonis becomes exclusive Process Intelligence partner of FC Bayern Munich, aiming to enhance operational efficiency across key club departments.
AI adoption grows in Singapore retail as trust concerns persist
Last week
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digital transformation
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cx
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martech
Salesforce's report reveals 85% of Singaporean retailers plan to boost AI investments, with 69% viewing AI agents as vital for competitive edge in 2025.
Overcoming technology, process and integration hurdles: The role of the CIO amid local government reform
Last week
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digital transformation
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customer service
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public sector
Local government reform in England demands CIOs overcome tech and process challenges to ensure smooth service delivery during major council restructures.
NICE & ServiceNow partner on AI to unify customer service
Last week
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crm
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uc
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devops
NICE and ServiceNow partner to launch an AI-powered platform by Q4 2025, uniting customer service and enterprise operations for faster, seamless fulfilment.
N-able wins Gold at Stevie Awards for AI-powered customer support
Last week
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data analytics
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digital transformation
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cx
N-able won a Gold Award at the Stevie Awards for its AI-driven customer support, enhancing engagement and service for partners globally.
UK marketing leads AI adoption, legal sector hesitant
Last week
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hcm
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ai
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customer service
UK marketing teams lead AI adoption with just 2% resistance, while legal professionals show the highest scepticism at 19%, reveals Freshworks report.
Unlocking Retail Growth: The WhatsApp Customer Service Revolution
Last week
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encryption
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cx
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martech
eCommerce retailers are boosting loyalty and revenue by using WhatsApp's 3 billion-user reach for faster, efficient, and personalised customer service.
How to turn the contact centre grind into interesting and rewarding work for your agents in 2025
Last week
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uc
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digital transformation
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cx
AI-powered tools are transforming contact centres by easing agents' workloads, boosting job satisfaction, and cutting staff churn in 2025.
Human customer service drives loyalty & up to GBP £100 spend
Last week
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cx
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martech
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ai
Research from Ventrica reveals positive customer service boosts spending by up to GBP £100 per interaction, with consumers favouring human contact over AI.
Revolut reports record profits in Australia & globally for 2024
This month
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fintech
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cx
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blockchain
Revolut reported record 2024 results with AUD $4.4m net profit in Australia and USD $1.0bn globally, driven by surging customers and revenues.
Visa launches AI-assisted shopping with security focus
Last month
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digital transformation
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fintech
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blockchain
Visa has launched Intelligent Commerce, partnering with AI leaders to enable secure, AI-assisted shopping and payments tailored to user preferences.
Agentic AI helps firms boost CX satisfaction & cut costs per case
Last month
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cx
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martech
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cdp
Forethought's 2025 report reveals agentic AI boosts CX outcomes, resolving 57% more tickets and cutting costs by over 20%, outperforming traditional AI solutions.
Customer support leads global adoption of enterprise generative AI
Last month
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digital transformation
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software development
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customer service
IoT Analytics finds customer support leads enterprise generative AI use, with 49% of deployments aiding issue resolution among 530 projects analysed.
Calabrio boosts contact centres with over 70 new AI features
Last month
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data analytics
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cx
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martech
Calabrio unveils 70+ new AI-driven features in Calabrio ONE, boosting efficiency and customer service in contact centres, available within six months.
Klearcom launches Verify+ for enhanced global IVR testing
Last month
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saas
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uc
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devops
Klearcom has launched Verify+, a global solution enabling firms to simulate and test customer service calls in over 100 languages before going live.
Lallemand adopts self-service portal to end costly legacy orders
Last month
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paas
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digital transformation
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cx
Lallemand has launched a new B2B self-service portal powered by commercetools, replacing traditional ordering to boost efficiency and global scalability.
Aussie Broadband sees 30% gains with SUSE open platform
Last month
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virtualisation
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uc
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private cloud
Aussie Broadband has boosted operational efficiency by up to 30% with a new SUSE Rancher Prime cloud platform, enhancing service reliability for 780,000 users.
UK retailers face substantial losses from missing parcels
Last month
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cx
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martech
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supply chain & logistics
UK retailers have suffered losses of around GBP £464 million in missing parcels during the peak shopping season, with potentially millions more unaccounted for.
Gen Z in Australia spend more dining out as Boomers cut back
Last month
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cx
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martech
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supply chain & logistics
Research from Square reveals younger Australians, especially Gen Z, are dining out and spending more, while older generations cut back amid cost-of-living pressures.
AI & personalisation drive new luxury demand in Aussie dining
Last month
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data analytics
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cx
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martech
Research shows 65% of Australian restaurants use AI to enhance personalisation, boost efficiency, and meet rising consumer expectations in hospitality.