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Australian Stories

Australian patience with automated customer service is wearing thin
Customer Experience

Australian patience with automated customer service is wearing thin

Australian consumers are growing impatient with automated customer service, favouring human agents over AI-powered chatbots and voice menus, a new report finds.

By Melvin Hipolito • 4 min read • Thu, 16th Oct 2025
Brennan selects NiCE CXone Mpower to drive customer service upgrade
Unified Communications

Brennan selects NiCE CXone Mpower to drive customer service upgrade

Brennan has upgraded its customer service with NiCE CXone Mpower, boosting scalability, AI automation, and efficiency across contact centres in Australia.

By Melania Watson • 4 min read • Mon, 13th Oct 2025
Australian consumer loyalty hinges on trust & service quality
Data Protection

Australian consumer loyalty hinges on trust & service quality

Australian consumer loyalty relies heavily on trust and high-quality service, with 86% likely to abandon brands after poor customer support experiences.

By Kaleah Salmon • 4 min read • Wed, 1st Oct 2025
Regulations & AI reshape customer experience in Australia
Digital Transformation

Regulations & AI reshape customer experience in Australia

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

By Kaleah Salmon • 4 min read • Thu, 25th Sep 2025
Tecala boosts efficiency with LogicMonitor LM Envision rollout
Data Analytics

Tecala boosts efficiency with LogicMonitor LM Envision rollout

Tecala completed a 90-day rollout of LogicMonitor's LM Envision platform, slashing customer onboarding times by 70% and boosting operational efficiency.

By Sean Mitchell • 3 min read • Tue, 23rd Sep 2025

Global Stories

Infor launches AI suite to boost industry-specific process automation
Digital Transformation

Infor launches AI suite to boost industry-specific process automation

Infor launches AI-driven suite to automate industry workflows, enhancing process efficiency across sectors like manufacturing and healthcare using AWS technology.

By Melvin Hipolito • 5 min read • Fri, 10th Oct 2025
Hexaware urges unified AI strategy as CX scores continue to fall
Digital Transformation

Hexaware urges unified AI strategy as CX scores continue to fall

Hexaware warns falling global customer experience scores need a unified AI strategy, urging businesses to integrate tools for personalisation and efficiency.

By Shannon Williams • 3 min read • Thu, 9th Oct 2025
AI-driven platforms drive efficiency & service quality gains
Unified Communications

AI-driven platforms drive efficiency & service quality gains

Organisations using NiCE's AI-driven CXone Mpower platform report faster response times, better service quality, and improved staff efficiency across sectors.

By Sean Mitchell • 4 min read • Tue, 7th Oct 2025
Executives see AI gaps & cultural barriers in customer experience
Customer Relationship Management

Executives see AI gaps & cultural barriers in customer experience

Most executives see their customer experience strategies as failing and say cultural and organisational barriers hinder AI use in transforming customer relationships.

By Shannon Williams • 4 min read • Sun, 5th Oct 2025
AI & trust reshape customer experience as stakes for brands rise
Data Protection

AI & trust reshape customer experience as stakes for brands rise

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

By Kaleah Salmon • 4 min read • Tue, 30th Sep 2025
Syriac Joswin named Chief Revenue Officer to drive Synoptek growth
Digital Transformation

Syriac Joswin named Chief Revenue Officer to drive Synoptek growth

Synoptek appoints Syriac Joswin as Chief Revenue Officer to fuel global growth and strengthen its market position through strategic leadership and innovation.

By Melvin Hipolito • 3 min read • Mon, 29th Sep 2025
Brands face tariffs & fulfilment hurdles ahead of peak season
Customer Experience

Brands face tariffs & fulfilment hurdles ahead of peak season

Brands face rising tariffs and fulfilment challenges this holiday peak, with 87% hiking US prices and only 31% confident in cross-border delivery plans.

By Jed Nykolle Harme • 3 min read • Fri, 26th Sep 2025
KnowBe4 top in security awareness & incident response in G2 report
Data Protection

KnowBe4 top in security awareness & incident response in G2 report

KnowBe4 retains its top spot in the G2 Grid Fall 2025 Report, leading in Security Awareness Training and Incident Response for multiple years.

By Jed Nykolle Harme • 3 min read • Fri, 26th Sep 2025

Stories from Other Regions

CRI Advantage earns Elite Partner status in ServiceNow programme
Digital Transformation

CRI Advantage earns Elite Partner status in ServiceNow programme

CRI Advantage has earned Elite Partner status in the ServiceNow Partner Programme, boosting its ability to deliver advanced IT service and digital transformation solutions.

By Kaleah Salmon • 3 min read • Wed, 8th Oct 2025
Kiwis lose trust in AI as preference for human service prevails
Customer Experience

Kiwis lose trust in AI as preference for human service prevails

Only 18% of New Zealanders trust companies' use of AI, with 62% fearing it limits human contact, impacting spending and loyalty in customer service.

By Melania Watson • 4 min read • Wed, 8th Oct 2025
UK shoppers demand personalised retail experiences across channels
Customer Experience

UK shoppers demand personalised retail experiences across channels

Over half of UK shoppers find retail communications too generic, with 60% calling them irrelevant, highlighting a need for personalised experiences across channels.

By Shannon Williams • 3 min read • Thu, 2nd Oct 2025
Hua Nan boosts trading system speed by 35% with Azul switch
Microservices

Hua Nan boosts trading system speed by 35% with Azul switch

Taiwan's Hua Nan Securities boosted trading system speed by 35% and cut costs 30% after switching to Azul Platform Prime, resolving major performance issues.

By Melvin Hipolito • 3 min read • Wed, 1st Oct 2025