Customer service stories - Page 17

Despite 69% of Australians regularly using mobile banking apps, satisfaction remains modest with a 66.0 CX Index score, says Forrester's 2025 report.

A new study reveals 82% of Australian firms are boosting data privacy investment as AI adoption rises, outpacing global and US averages amid regulatory pressure.

As AI reshapes customer experience, brands must build trust with seamless, personal digital interactions or risk losing consumers amid rising expectations.

Consilium Software has launched new AI-powered apps for Webex Contact Centre, enhancing quality management and voice automation across North America and Asia Pacific.

NiCE has appointed Jeff Comstock, former Microsoft VP, as President to lead innovation and expand AI-driven customer experience from October 2025.

Only 27% of ASX 200 firms reported AI use in 2025, lagging behind US and UK; large caps lead while mid caps risk falling behind in adoption.

Recent APRA rules and rising outages have pushed Australian firms to prioritise reliable, AI-driven customer experiences over mere interface design.

Safe Software now offers 24/7 global support for FME platform users, ensuring expert help anytime to minimise downtime and maintain business continuity worldwide.

AI is easing administrative tasks in personal insurance advice, allowing advisers more time for human conversations during clients' toughest moments.

Contact centres in Australia and New Zealand embrace AI for efficiency but face challenges in rebuilding trust and support for human agents amid rising job anxieties.

Cloudflare will recruit 1,111 interns globally in 2026, expanding its programme to support students with hands-on tech experience and mentorship worldwide.

Retailers must embrace technology and end-to-end planning to meet soaring consumer demands and excel in the 2025 peak shopping season.

AI can help slash contact centre staff turnover in 2026 by boosting agent engagement, cutting routine tasks, and enhancing job satisfaction with smart tools.

Customer Science unveils Knowledge Quest, an AI tool enhancing Australian contact centres with real-time, accurate information to boost efficiency and satisfaction.

Australian businesses are leveraging AI technology to halve call centre waiting times, boosting customer service and employee satisfaction across the sector.

Banks have accelerated the shift from AI research to practical tools, with top institutions rapidly deploying innovations in trading, fraud prevention, and customer service.

Krungsri has partnered with Informatica to boost data governance and management, supporting its digital growth and serving over 19 million customers across ASEAN.

Adyen is unifying payment systems across nearly 50 LVMH Maisons to enhance luxury customer experiences in over 1,000 stores globally.

Samsung has rolled out its Home Appliances Remote Management service to 122 countries, supporting 17 languages for smarter, remote appliance care.

Agentic AI is transforming Australian banking security, boosting efficiency but raising risks as cybercriminals exploit AI in 80% of ransomware attacks.