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Australian Stories

Customer service stories

Working better, not just harder: why inclusion is Australia's next productivity lever
Digital Transformation

Working better, not just harder: why inclusion is Australia's next productivity lever

Australia's productivity hinges on AI skills for all, with inclusive training and leadership key to unlocking AUD $115 billion by 2030.

By Laura Malcolm • 4 min read • Thu, 5th Mar 2026
If AI replaces jobs, which women lose first?
Data Science

If AI replaces jobs, which women lose first?

AI threatens to displace millions of women in admin and service roles first, unless leaders fund inclusive reskilling and redefine work now.

By Holly Hunt • 4 min read • Thu, 5th Mar 2026
Kinetic IT attains ServiceNow Elite Partner status
Digital Transformation

Kinetic IT attains ServiceNow Elite Partner status

Kinetic IT has been elevated to ServiceNow Elite Partner status, boosting its advisory and implementation credentials across Australia.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 4th Mar 2026
Chaty links AI voice receptionist with ROLLER bookings
Digital Transformation

Chaty links AI voice receptionist with ROLLER bookings

Chaty links its AI voice receptionist to ROLLER, letting attractions take bookings, payments and manage calls automatically around the clock.

By Catherine Knowles • 3 min read • Mon, 2nd Mar 2026

Global Stories

Customer service stories

International Women's Day: If women are not shaping AI, they will be shaped by it
Digital Transformation

International Women's Day: If women are not shaping AI, they will be shaped by it

As AI reshapes work and life, women must be empowered to build and question it, or risk being defined by systems they did not design.

By Wendi Sturgis • 5 min read • Thu, 5th Mar 2026
AI-era contact centres become strategic CX data hubs
Customer Relationship Management

AI-era contact centres become strategic CX data hubs

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

By Martyn Riddle • 5 min read • Thu, 5th Mar 2026
Shoppers ditch Australian brands over poor site search
Digital Transformation

Shoppers ditch Australian brands over poor site search

Shoddy search tools are driving Australians from favourite online retailers, with 72% abandoning brands and many paying rivals more.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 5th Mar 2026
Mid-market firms stall at pilot stage for agentic AI
DevOps

Mid-market firms stall at pilot stage for agentic AI

Most mid-market firms are stuck in pilot agentic AI trials as governance lags, even while 43% leapfrog directly into agent-based systems.

By Shannon Williams • 4 min read • Thu, 5th Mar 2026
Smart Communications pursues trusted AI for customers
Unified Communications

Smart Communications pursues trusted AI for customers

Smart Communications helps organisations in regulated industries face down communication challenges every day.

By Anthony Caruana • 5 min read • Tue, 3rd Mar 2026
The AI infrastructure trap: Why your 'AI-ready' project may already be obsolete
Digital Transformation

The AI infrastructure trap: Why your 'AI-ready' project may already be obsolete

Banks risk AI 'infrastructure traps' as long projects outpace fast-evolving models, wasting budget while nimbler rivals ship real solutions.

By Fabio Straessle • 4 min read • Mon, 2nd Mar 2026
Kinetic IT named ServiceNow Asia Pacific Rising Star
Digital Transformation

Kinetic IT named ServiceNow Asia Pacific Rising Star

Kinetic IT has been named ServiceNow's 2026 Asia Pacific Consulting & Implementation Rising Star Partner, after recently attaining Elite status.

By Mark Tarre • 3 min read • Mon, 2nd Mar 2026
Language model benchmarks widely 'contaminated', study finds
Risk & Compliance

Language model benchmarks widely 'contaminated', study finds

A new NE2NE study finds over half of common AI benchmarks are “contaminated”, casting doubt on headline model rankings and marketing claims.

By Catherine Knowles • 4 min read • Sat, 28th Feb 2026
Linnworks report links retail growth to ops maturity
Software-as-a-Service

Linnworks report links retail growth to ops maturity

Linnworks report finds mid-market retail growth closely tied to operational maturity, automation, AI use and stronger multichannel logistics.

By Kaleah Salmon • 3 min read • Fri, 27th Feb 2026
UK listeners spot AI voices faster & trust them less
DevOps

UK listeners spot AI voices faster & trust them less

UK listeners are quicker than Americans to spot AI-generated voices, and their trust in what they hear plunges once they detect them.

By Shannon Williams • 4 min read • Fri, 27th Feb 2026
MaxContact Australia rebrands as Kaizn in CX advisory shift
Unified Communications

MaxContact Australia rebrands as Kaizn in CX advisory shift

MaxContact Australia rebrands as Kaizn, expanding into independent CX and contact centre advisory across Australia and New Zealand.

By Catherine Knowles • 4 min read • Fri, 27th Feb 2026

Stories from Other Regions

Customer service stories

Public backs AI in services, but demands strong rules
EduTech

Public backs AI in services, but demands strong rules

Nearly half of UK public back AI for faster, more accessible services, but demand tight rules, oversight and visible accountability.

By Catherine Knowles • 4 min read • Tue, 3rd Mar 2026
AI spend surges but marketers struggle to generate value
Digital Transformation

AI spend surges but marketers struggle to generate value

Marketers pour money into AI, yet most still blast generic spam as fragmented data blocks the real conversations customers now expect.

By Catherine Knowles • 4 min read • Sat, 28th Feb 2026