Customer Interactions stories

NICE's Enlighten Copilot wins 'Best AI-based Solution for Customer Experience' at the AI Breakthrough Awards, boosting CX innovation with dynamic, AI-driven employee support.

As Australia grapples with a cost of living crisis, Convincely CEO Pratik Doshi urges retailers to employ innovative tactics to draw in and retain customers.

Yellow.ai has launched Analyze, an AI-powered solution offering detailed insights into customer-bot interactions, reducing ticket volume by 30% and increasing containment rates by 10%.

Survey reveals that while 94% of firms value customer experience, only 38% are effective in achieving it, highlighting gaps in collaboration and technology.

Australia's tech spending is set to rise by 4% in 2024 despite formidable economic headwinds, according to Forrester's latest forecast.

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.