Customer Interactions stories

Lion Parcel partners with Salesforce to enhance customer service using generative AI, reducing case resolution times by 73%.

As AI Appreciation Day nears, industry leaders spotlight AI's transformative impact across sectors, calling for a balance between innovation, transparency, and customer benefit.

Smartsheet's VP for APJ, Nigel Mendonca, has revealed the company's AI innovations and expansion strategies, bridging global work management gaps.

NICE has been named a Leader in IDC MarketScape's 2024 Contact Center as a Service report, boosted by its new AI-powered CXone Mpower system.

BT Group has expanded its strategic partnership with ServiceNow to enhance customer and employee experiences across all units.

Business leaders must balance generative AI's vast benefits with short-term deployment challenges to navigate its transformative yet complex potential.

Sendbird launches an AI chatbot for Shopify, powered by GPT-4o, enabling 4.6 million merchants to enhance customer interactions with no-code integration.

Airship has unveiled new tools to boost app engagement, focusing on personalisation and zero-party data collection, revealed at Shoptalk Europe.

NICE has launched new workforce management tools aimed at integrating digital front and back-office tasks, enhancing efficiencies and bottom-line results.

Medallia has been named a leader in Forrester’s Text Mining and Analytics Platforms Q2 2024, praised for its vision, innovation, and comprehensive AI-powered analytics.

Artificial intelligence is revolutionising Australian contact centres, enabling unparalleled personalisation and efficiency.

Lockeroom Gym partners with Pendula to streamline customer interactions, enhancing the fitness experience for business executives.

Salesforce enhances Service Cloud with new features to unify data across digital channels, providing a seamless, personalised customer experience through their Einstein 1 Platform.

Poll reveals 34% of Australian firms view data security as a major hurdle in AI adoption, with 51% lacking a clear data management strategy.

Qualtrics and Bain & Company are to broaden their partnership to spur customer experience innovation, merging Qualtrics' AI tech with Bain's customer experience methods for faster, cost-effective improvements.

MongoDB introduces the trailblazing MongoDB AI Applications Program, merging expertise with industry leaders to guide businesses.

Amperity's CTO, Derek Slager, advocates for Gen AI as a game changer for digital transformation and urges companies to fully embrace this technology or risk lagging behind.

Leroy Merlin initiates its digital retail media network across South Africa, led by retail media platform Zitcha. This move signifies Zitcha's first venture in the region.

Implementing systems that analyse and extract customer insights presents an invaluable opportunity to capitalise on an existing asset.

Enhancing digital interaction, including live chat and advanced voice solutions, can bolster customer loyalty and operational efficiency for Australian businesses.