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Customer service Stories - Page 88

Global Stories

Customer service stories

How businesses can enhance customer service using new technology
Customer Relationship Management

How businesses can enhance customer service using new technology

Australian customers are increasingly dissatisfied with call centres, with 64% having had a bad experience, according to a survey by Citrus Group.

By Charles Heunemann • 5 min read • Fri, 2nd Nov 2018
Could personalised AI assistants streamline your business?
Customer Relationship Management

Could personalised AI assistants streamline your business?

Oracle's new Digital Assistant utilises AI to streamline business processes, boosting productivity and enhancing user experiences across multiple platforms.

By Staff Writer • 3 min read • Thu, 25th Oct 2018
Digital customer experience is nothing without a human touch
Customer Relationship Management

Digital customer experience is nothing without a human touch

AI bots may power 85% of customer service interactions by 2020, but human touch is still vital for a positive experience, reveals Gartner research.

By Robert Le Busque • 5 min read • Mon, 22nd Oct 2018
The profits & pitfalls of peddling convenience driven technology
Customer Relationship Management

The profits & pitfalls of peddling convenience driven technology

Convenience culture thrives yet poses risks to joy, work ethics and tips scales from experience to expedience.

By Lauren Wilkin • 5 min read • Wed, 3rd Oct 2018
Are we in danger of losing the softer side of customer service?
Customer Relationship Management

Are we in danger of losing the softer side of customer service?

More and more Australians are avoiding phone calls, opting for texting or messaging apps instead, according to a survey by finder.com.au.

By Charles Heunemann • 3 min read • Mon, 17th Sep 2018
Fusion5 global finalist for 2018 MS Dynamics Customer Service Partner of the Year
Customer Relationship Management

Fusion5 global finalist for 2018 MS Dynamics Customer Service Partner of the Year

Fusion5 was selected as a finalist based on a service desk transformation project delivered to Otago Polytechnic.

By Ben Moore • 2 min read • Fri, 22nd Jun 2018
Zendesk launches omnichannel suite for integrated customer experience
Customer Relationship Management

Zendesk launches omnichannel suite for integrated customer experience

In conjunction with the launch of The Zendesk Suite, Zendesk also unveiled Connect - a new product for proactive customer communication.

By Kai Ping Lew • 3 min read • Mon, 21st May 2018
How speech analytics can improve outcomes in the contact centre
Customer Relationship Management

How speech analytics can improve outcomes in the contact centre

Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.

By Ross Telfer • 3 min read • Mon, 5th Mar 2018
Assessing why the ANZ cloud market is still 'cloudy'
Customer Relationship Management

Assessing why the ANZ cloud market is still 'cloudy'

Despite the optimism demonstrated by many CIOs, the actual process of cloud adoption among large organisations is slow.

By Daniel Ussher • 5 min read • Wed, 28th Feb 2018
Daimler hires Soul Machines' digital human for customer service
Customer Relationship Management

Daimler hires Soul Machines' digital human for customer service

Sarah combines artificial and emotional intelligence for a new experience which redefines the link between man and machine.

By Kai Ping Lew • 3 min read • Wed, 28th Feb 2018
Extend your SAP system to better service your customers
Customer Relationship Management

Extend your SAP system to better service your customers

Bluleader helps organisations drive better ROI on existing SAP ERP investments by extending the data model on a seamless, single platform experience.

By Kai Ping Lew • 1 min read • Tue, 20th Feb 2018
To get ahead with AI, get started with augmented intelligence
Customer Relationship Management

To get ahead with AI, get started with augmented intelligence

AI is an extension of a human, not a substitute for it. Once we realise this fact, we can appreciate AI for what it truly is.

By Andrew Cannington • 3 min read • Fri, 2nd Feb 2018
Kiwi Startup Spotlight: Why this will be the year chatbots take on customer service
Software-as-a-Service

Kiwi Startup Spotlight: Why this will be the year chatbots take on customer service

Within the world of AI, bots are the most understandable application for executives from a deployment and business impact standpoint.

By Kai Ping Lew • 4 min read • Fri, 2nd Feb 2018
Five ways Aussie retail can survive the arrival of Amazon
Customer Relationship Management

Five ways Aussie retail can survive the arrival of Amazon

Australian retailers can survive Amazon, says business author Ed Ludbrook. Retail is about problem solving and customer loyalty.

By Julia Gabel • 3 min read • Thu, 18th Jan 2018
Kiwi brands need to step up their game when it comes to digital experience
Customer Relationship Management

Kiwi brands need to step up their game when it comes to digital experience

The report singled out online retailer Mighty Ape as having the best digital experience among all brands with a score of 35.

By Julia Gabel • 3 min read • Wed, 29th Nov 2017
Hitachi develops robot that can spontaneously 'learn' from mistakes
Customer Relationship Management

Hitachi develops robot that can spontaneously 'learn' from mistakes

​Hitachi has announced the development of active-learning dialogue-data based AI technology to its human symbiotic service robot.

By Ashton Young • 3 min read • Wed, 4th Oct 2017

Stories from Other Regions

Customer service stories

Vodafone gets poor reception in latest telco survey
Skinny

Vodafone gets poor reception in latest telco survey

Poor service and long wait times have left Vodafone bottom of Consumer NZ’s latest satisfaction survey for mobile and broadband customers.

By Staff Writer • 2 min read • Sun, 4th Feb 2018
Digital transformation boosts businesses
Data Analytics

Digital transformation boosts businesses

Nearly half of firms say digital tools are lifting customer satisfaction as companies race to gain an edge and streamline operations.

By Staff Writer • 3 min read • Sun, 22nd Oct 2017