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Customer Expectations Stories - Page 9

Global Stories

Customer Expectations stories

Empowered contact centre agents crucial for driving CX success
Unified Communications

Empowered contact centre agents crucial for driving CX success

As customer expectations rise, NICE's Rod Lester emphasises the critical role of agent empowerment in contact centres, driven by AI tools for enhanced service.

By Melania Watson • 4 min read • Wed, 9th Apr 2025
Trek enhances BOPIS with Gr4vy for seamless shopping
Crypto

Trek enhances BOPIS with Gr4vy for seamless shopping

Trek has teamed up with Gr4vy to enhance its Buy-Online-Pickup-In-Store service, improving payment processing and real-time inventory for customers.

By Catherine Knowles • 3 min read • Fri, 28th Mar 2025
Contact centres face challenges with AI in customer care
Unified Communications

Contact centres face challenges with AI in customer care

A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.

By Sean Mitchell • 3 min read • Wed, 26th Mar 2025
What if security solutions could help your business reach its sustainability goals?
Partner Programmes

What if security solutions could help your business reach its sustainability goals?

As we approach 2025, businesses must embrace sustainability or risk obsolescence, with innovative security solutions now serving as essential tools for achieving these goals.

By Kirsten Chapman • 4 min read • Mon, 10th Feb 2025
Jaywing & InvoCare partner to boost digital services
Digital Transformation

Jaywing & InvoCare partner to boost digital services

Jaywing has been appointed by InvoCare to enhance digital customer experiences across 60 brands in Australia, New Zealand, and Singapore.

By Catherine Knowles • 3 min read • Wed, 22nd Jan 2025
Forrester report identifies key mobile banking features by 2027
Fintech

Forrester report identifies key mobile banking features by 2027

Forrester's new report highlights essential mobile banking features by 2027, emphasising fraud management and security as top priorities for customer trust.

By Shannon Williams • 3 min read • Thu, 19th Dec 2024
Rapid growth in Australian eCommerce & its challenges
Supply Chain

Rapid growth in Australian eCommerce & its challenges

Australian eCommerce is projected to reach AUD $90 billion by 2029, as retailers shift to smaller, frequent orders to meet rising customer expectations.

By Philip Makowski • 5 min read • Tue, 17th Dec 2024
Lemongrass unveils update to cut SAP cloud downtime
Digital Transformation

Lemongrass unveils update to cut SAP cloud downtime

Lemongrass enhances its LCP Migrate solution, promising near-zero downtime for businesses migrating to RISE with SAP, improving cloud transition efficiency.

By Catherine Knowles • 3 min read • Fri, 6th Dec 2024
NICE CXone platform sees 80% increase in interactions
Unified Communications

NICE CXone platform sees 80% increase in interactions

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

By Imee Dequito • 2 min read • Thu, 5th Dec 2024
The role of a competitive offering in enhancing customer retention for MSPs
Customer Experience

The role of a competitive offering in enhancing customer retention for MSPs

As small and midsize businesses face growing cybersecurity demands, managed service providers must diversify offerings to enhance customer retention and competitiveness.

By Anthony Daniel • 4 min read • Mon, 2nd Dec 2024
UK firms risk GBP £4.5bn losses due to poor service
Customer Experience

UK firms risk GBP £4.5bn losses due to poor service

UK businesses could face losses of up to GBP £4.5 billion during the holiday season due to inadequate customer service, new research by Qualtrics reveals.

By Sean Mitchell • 3 min read • Wed, 20th Nov 2024
FedEx prepares for APAC festive surge with tech solutions
Supply Chain

FedEx prepares for APAC festive surge with tech solutions

FedEx readies for a festive surge in Asia Pacific, utilising tech solutions and a workforce of 28,000 to ensure seamless deliveries during peak shopping.

By Imee Dequito • 3 min read • Tue, 19th Nov 2024

Stories from Other Regions

Customer Expectations stories

Lifecycle & Collab team up for advanced NEXUS upgrade
Customer Relationship Management

Lifecycle & Collab team up for advanced NEXUS upgrade

Lifecycle Software has partnered with Collab to enhance its NEXUS platform with AI-driven customer care solutions, boosting efficiency for mobile operators.

By Catherine Knowles • 3 min read • Fri, 4th Apr 2025
ServiceNow appoints new VP to boost Asia operations
Customer Experience

ServiceNow appoints new VP to boost Asia operations

ServiceNow has appointed Melissa Ries as Group Vice President for Asia & Korea and Yen Yen Tan to its Global Advisory Council to boost operations in the region.

By Melvin Hipolito • 3 min read • Wed, 2nd Apr 2025
Singaporeans spend 40m hours on hold, report reveals
Unified Communications

Singaporeans spend 40m hours on hold, report reveals

Singaporeans have spent a staggering 40 million hours on hold for customer service, as revealed by a ServiceNow report highlighting ongoing service challenges.

By Shannon Williams • 3 min read • Fri, 28th Mar 2025
Generative AI boosts customer service, says Capgemini study
Customer Experience

Generative AI boosts customer service, says Capgemini study

A new Capgemini study reveals customer satisfaction in the UK is low, with just 45% satisfied, despite the potential of generative AI to improve service quality.

By Catherine Knowles • 3 min read • Fri, 14th Mar 2025
Indosat partners with Xanh SM for green transport in Indonesia
Data Analytics

Indosat partners with Xanh SM for green transport in Indonesia

Indosat Ooredoo Hutchison has joined forces with Vietnam's Xanh SM to promote eco-friendly mobility solutions in Indonesia, enhancing tech-driven transportation.

By Catherine Knowles • 3 min read • Mon, 27th Jan 2025
AI & IT systems crucial for retail success on Black Friday
Digital Transformation

AI & IT systems crucial for retail success on Black Friday

As Black Friday looms, retailers face the dual challenge of IT resilience and consumer trust in AI, with only 10% of UK shoppers keen to use AI tools.

By Catherine Knowles • 3 min read • Thu, 28th Nov 2024