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Customer Satisfaction stories

Synthflow AI & Avant strike exclusive voice AI deal
Software-as-a-Service

Synthflow AI & Avant strike exclusive voice AI deal

The tie-up could speed customer service automation for regulated sectors, with first joint deals already closed and roll-outs due in weeks.

By Sean Mitchell • 4 min read • 2 days ago
8x8 launches AI Routing for broader customer service
Software-as-a-Service

8x8 launches AI Routing for broader customer service

Customer queries can now be directed to experts beyond the contact centre, as 8x8's new tool uses data to match issues in real time.

By Mark Tarre • 4 min read • 2 days ago
Shufti named G2 leader in identity verification grid
Software-as-a-Service

Shufti named G2 leader in identity verification grid

Customer reviews have pushed Shufti into G2's top tier, signalling stronger demand for its identity checks and anti-money laundering tools.

By Sean Mitchell • 3 min read • Last week
UK businesses warned over rising generative AI costs
Software-as-a-Service

UK businesses warned over rising generative AI costs

Cost pressures are emerging as UK and Irish firms move generative AI from pilots to production, with 41% calling model spend prohibitive.

By Mark Tarre • 5 min read • Last week
Cegid launches retail one for speciality store chains
Software-as-a-Service

Cegid launches retail one for speciality store chains

Retail staff could spend less time juggling logins as Cegid brings sales, stock and customer tools into one interface.

By Sean Mitchell • 3 min read • Last week
8x8 boosts workforce management adoption with free tools
Software-as-a-Service

8x8 boosts workforce management adoption with free tools

Mid-sized contact centres can now cut spreadsheets and manual scheduling as 8x8 folds workforce management into its platform at no extra charge.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Genesys Cloud ARR hits USD $2.8 billion as AI demand rises
Software-as-a-Service

Genesys Cloud ARR hits USD $2.8 billion as AI demand rises

Rising enterprise spending on AI helped push Genesys Cloud annual recurring revenue to USD $2.8 billion, with international sales nearing 45%.

By Sofiah Nichole Salivio • 4 min read • This month
Australian retailers face delivery gap as costs rise
Data Analytics

Australian retailers face delivery gap as costs rise

Rising fees and longer free-shipping thresholds are widening the gap between what Australian shoppers want and what retailers promise at checkout.

By Joseph Gabriel Lagonsin • 5 min read • This month
AskNicely launches AI agents for customer insights
Digital Transformation

AskNicely launches AI agents for customer insights

Frontline teams at multi-location service businesses could cut dashboard churn as AskNicely's new tools automate insights and routine review replies.

By Sofiah Nichole Salivio • 4 min read • This month

Stories from Other Regions

Customer Satisfaction stories

Stewart Golf cuts customer response times to one minute
Digital Transformation

Stewart Golf cuts customer response times to one minute

Weekend and overseas customers are getting answers far faster, as the golf trolley maker's AI assistant now handles most routine queries around the clock.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Pulsant completes GBP £2 million data centre upgrade
Customer Experience

Pulsant completes GBP £2 million data centre upgrade

Visitors and engineers now face easier access and better facilities after a GBP £2 million overhaul across eight UK sites, Pulsant said.

By Joseph Gabriel Lagonsin • 3 min read • Last week
Customers lose trust in AI in regulated industries
Data Protection

Customers lose trust in AI in regulated industries

Consumer patience is thinning, with Australian customers most likely to walk away when poor communications or clumsy data capture erode trust.

By Joseph Gabriel Lagonsin • 4 min read • Last week
UK SMEs turn to AI before accountants, survey finds
Digital Transformation

UK SMEs turn to AI before accountants, survey finds

Seven in ten SMEs now act on AI financial advice before calling accountants, as many expect software to soon handle compliance work too.

By Karen Joy Bacudo • 3 min read • This month
One NZ tops New Zealand mobile rankings for fifth year
Unified Communications

One NZ tops New Zealand mobile rankings for fifth year

Customers saw One NZ extend its five-year lead after umlaut ranked it ahead of rivals in every category across New Zealand.

By Joseph Gabriel Lagonsin • 4 min read • This month
Quietly transforming CX without replacing humans
Digital Transformation

Quietly transforming CX without replacing humans

AI is trimming contact-centre admin and lifting productivity as CX teams seek gains without sacrificing the human touch.

By Richard Hall • 4 min read • This month
Financial leaders fear AI could harm vulnerable customers
Fintech

Financial leaders fear AI could harm vulnerable customers

Most firms have expanded customer-facing AI even as a survey found 77% fear their strategies could harm vulnerable customers.

By Karen Joy Bacudo • 5 min read • This month
AI contact centre analytics could boost Australian firms
Data Analytics

AI contact centre analytics could boost Australian firms

AI-powered analytics can cut avoidable calls, speed issue resolution and uncover product gaps before they dent customer satisfaction.

By Arthur Nowak • 4 min read • This month
Retailers make AI top priority amid cost pressures
Digital Transformation

Retailers make AI top priority amid cost pressures

Seven in 10 retailers expect growth next year even as labour costs and supply chain disruption push technology investment up the agenda.

By Sofiah Nichole Salivio • 4 min read • This month