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Customer service stories

How social advertising is becoming a source of customer intelligence
Data Protection

How social advertising is becoming a source of customer intelligence

Real-time audience data from Facebook and Instagram is helping firms spot changing preferences and steer marketing, service and product decisions.

By Mark Tarre • 5 min read • Last week
Nvidia & Wall Street launch $500bn AI funding push
Semiconductors

Nvidia & Wall Street launch $500bn AI funding push

The tie-up could unlock financing for AI data centres as demand for computing power outstrips the balance sheets of cloud providers.

By Karen Joy Bacudo • 4 min read • Last week
Google named Forrester AI Platforms leader on strategy
DevOps

Google named Forrester AI Platforms leader on strategy

Businesses weighing AI spending may see Google's Forrester ranking as a boost, with Gemini Enterprise aimed at uniting users, developers and IT teams.

By Sean Mitchell • 3 min read • Last week
Rinnai Australia cuts service times with Oracle AI
Manufacturing

Rinnai Australia cuts service times with Oracle AI

Customer enquiries are now being answered up to 35% faster as Rinnai Australia uses Oracle AI to ease pressure on its call centre.

By Joseph Gabriel Lagonsin • 3 min read • Last week
8x8 launches four-tier partner programme for resellers
Software-as-a-Service

8x8 launches four-tier partner programme for resellers

Rebates tied to retention and expansion could make reseller income steadier as 8x8 shifts channel incentives towards recurring subscription revenue.

By Mark Tarre • 4 min read • This month
KIBO launches AI interface for commerce & order management
Software-as-a-Service

KIBO launches AI interface for commerce & order management

Customers can now use a single interface to query live commerce and order data, with model choice designed to reduce dependence on one AI provider.

By Joseph Gabriel Lagonsin • 4 min read • This month
TP named visionary leader in Asia-Pacific Frost Radar
Digital Transformation

TP named visionary leader in Asia-Pacific Frost Radar

Asia-Pacific customer experience providers are under pressure to prove AI delivers measurable gains, with TP scoring highest on innovation and growth.

By Joseph Gabriel Lagonsin • 4 min read • This month

Stories from Other Regions

Customer service stories

Westgate station opens as Auckland's busway begins
Customer Experience

Westgate station opens as Auckland's busway begins

Commuters in northwest Auckland gain a new interchange from Sunday, with the first Northwest Busway stop opening on schedule and under budget.

By Sean Mitchell • 3 min read • Last week
NRC explores how AI could boost council services and decision-making
Data Protection

NRC explores how AI could boost council services and decision-making

The review could identify quick wins for Northland residents, while weighing privacy, security and ethical risks before any rollout.

By Local Democracy Reporter • 3 min read • Last week
Currys rolls out NiCE software to unify customer service
Digital Transformation

Currys rolls out NiCE software to unify customer service

The overhaul is lifting satisfaction and cutting complaints as Currys handles nearly 6 million support contacts a year across its retail network.

By Mark Tarre • 4 min read • Last week
Kyndryl to help Suryoday deploy agentic AI in bank
Digital Transformation

Kyndryl to help Suryoday deploy agentic AI in bank

The lender expects faster onboarding, tighter fraud checks and quicker customer responses as AI spreads across its regulated banking operations.

By Sean Mitchell • 4 min read • Last week
Digital skills lift Australian wages by 26%, new study finds
Data Analytics

Digital skills lift Australian wages by 26%, new study finds

Australian workers with digital skills can command pay rises of up to 26% as employers demand them in nearly nine in 10 job ads.

By Mark Tarre • 4 min read • Last week
Companies must adapt to rising AI costs, tech CEO says
Software-as-a-Service

Companies must adapt to rising AI costs, tech CEO says

Rising token-based charges and compliance risks are forcing firms to monitor AI agents more closely, Fusion5's chief executive says.

By RNZ • 5 min read • Last week
Payouts.com & Replit expand partnership to speed builds
Software-as-a-Service

Payouts.com & Replit expand partnership to speed builds

The move could cut Payouts.com's product development cycle from months to days while keeping audit trails and PCI controls in place.

By Karen Joy Bacudo • 4 min read • Last week
Water New Zealand hails STEM subjects to ease skills gap
Data Analytics

Water New Zealand hails STEM subjects to ease skills gap

The sector's 10,000-worker shortfall could widen unless more students see water jobs beyond engineering, Water New Zealand says.

By Sean Mitchell • 4 min read • Last week
Eltropy sets out AI playbook for community lenders
Software-as-a-Service

Eltropy sets out AI playbook for community lenders

Community banks and credit unions are being urged to use AI across the customer journey to speed replies, cut calls and satisfy regulators.

By Joseph Gabriel Lagonsin • 4 min read • This month
Scoot uses Qualtrics AI to cut feedback analysis time
Software-as-a-Service

Scoot uses Qualtrics AI to cut feedback analysis time

Passengers can now see booking glitches fixed faster, as Scoot has cut feedback analysis from hours to minutes using Qualtrics AI.

By Joseph Gabriel Lagonsin • 3 min read • This month
Older consumers most loyal to working AI customer service
Digital Transformation

Older consumers most loyal to working AI customer service

Consumers aged 60 and over are most likely to stick with AI support if it solves problems, highlighting performance as the key loyalty driver.

By Joseph Gabriel Lagonsin • 4 min read • This month