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Customer Satisfaction stories

Genesys unveils AI tools to orchestrate customer journeys
Software-as-a-Service

Genesys unveils AI tools to orchestrate customer journeys

The shift could help companies manage AI-driven service queries more securely as Genesys adds governance and context across customer journeys.

By Sean Mitchell • 4 min read • 2 days ago
Claroty named leader & customer favourite by Forrester
Ransomware

Claroty named leader & customer favourite by Forrester

Forrester's top ranking comes as industrial operators face rising ransomware and espionage threats across connected critical infrastructure.

By Joseph Gabriel Lagonsin • 3 min read • 2 days ago
Infobip WhatsApp assistant cuts Overseas Express queries
Network Infrastructure

Infobip WhatsApp assistant cuts Overseas Express queries

Routine parcel-status checks are shifting to WhatsApp, easing pressure on support teams as Overseas Express cuts enquiries by more than 60%.

By Joseph Gabriel Lagonsin • 4 min read • Last week
NiCE opens ANZ event as contact centres rethink AI
Digital Transformation

NiCE opens ANZ event as contact centres rethink AI

Australian contact centres are replacing early AI tools rather than dropping them, with chatbots still the top investment priority over the next 12 months.

By Mark Tarre • 4 min read • Last week
Talkdesk report says AI adoption outpaces business gains
Digital Transformation

Talkdesk report says AI adoption outpaces business gains

Despite near-universal deployment, most firms cannot prove AI is lifting service results, with only 5% able to measure business impact.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Spinnaker names Rex Young as Chief Information Officer
Software-as-a-Service

Spinnaker names Rex Young as Chief Information Officer

The hire underscores Spinnaker's push to scale global support and AI tools as demand rises for alternatives to vendor-led software services.

By Mark Tarre • 3 min read • Last week
Spinnaker appoints Rex Young as Chief Information Officer
Digital Transformation

Spinnaker appoints Rex Young as Chief Information Officer

Demand for third-party software support is forcing Spinnaker to harden systems and security as it scales globally.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Spinnaker Support names Rex Young Chief Information Officer
Data Analytics

Spinnaker Support names Rex Young Chief Information Officer

Growth in Oracle, SAP and VMware support is pushing Spinnaker to expand its technology stack and security as demand rises globally.

By Sofiah Nichole Salivio • 3 min read • Last week
Midnite launches Pay by Bank for instant UK payouts
Fintech

Midnite launches Pay by Bank for instant UK payouts

UK bettors can now move funds in and out of Midnite in a few taps, as the operator adds instant bank payments through TrueLayer.

By Karen Joy Bacudo • 4 min read • Last month
Talkdesk launches branch tool for banks & credit unions
Fintech

Talkdesk launches branch tool for banks & credit unions

Banks could use the new tool to give branch staff a fuller customer history, reducing repeated questions and improving advice on complex issues.

By Karen Joy Bacudo • 3 min read • Last month

Stories from Other Regions

Customer Satisfaction stories

New Zealand Master Builders report resilient pipelines
Customer Experience

New Zealand Master Builders report resilient pipelines

Homeowners and builders are still coping with cost and consenting pressures, but most recent projects avoided major disruption.

By Joseph Gabriel Lagonsin • 5 min read • 3 days ago
Constructor wins trio of Stevie Gold awards for eCommerce
Digital Transformation

Constructor wins trio of Stevie Gold awards for eCommerce

Recognition for its AI shopping tools highlights growing retailer demand for tech that lifts conversion, revenue and customer satisfaction.

By Sofiah Nichole Salivio • 5 min read • Last week
Verizon tops US business internet satisfaction study
Network Infrastructure

Verizon tops US business internet satisfaction study

Rising AI and real-time data demands are making network reliability a bigger procurement concern for large US companies and mid-sized businesses.

By Sean Mitchell • 3 min read • Last week
Wildfire to lead Serve First UK communications drive
Software-as-a-Service

Wildfire to lead Serve First UK communications drive

The appointment gives Serve First a sharper UK profile as it seeks to stand out in a crowded AI and customer experience software market.

By Mark Tarre • 4 min read • Last week
Crescendo launches AI-native customer experience platform
Software-as-a-Service

Crescendo launches AI-native customer experience platform

Businesses may cut CX stack costs by more than 60% as Crescendo bundles AI agents, ticketing and workforce tools into one platform.

By Joseph Gabriel Lagonsin • 4 min read • Last week
AI adoption rises as Australian firms mine contact data
Data Analytics

AI adoption rises as Australian firms mine contact data

Businesses can uncover hidden service failures and improve customer loyalty by analysing contact centre interactions at scale with AI.

By Phong Bui • 4 min read • Last week
Xero wins Canstar award for small business software
Software-as-a-Service

Xero wins Canstar award for small business software

Australian small businesses rated the software highest for easing admin, with users praising its reporting, integration and ease of use.

By Karen Joy Bacudo • 4 min read • Last week
Frost Bank lifts digital account openings with Blend
Data Analytics

Frost Bank lifts digital account openings with Blend

Digital onboarding now takes six to seven minutes at Frost Bank, as manual reviews dropped and customer acquisition improved.

By Karen Joy Bacudo • 4 min read • Last month