Customer service stories
UK consumers value store loyalty over brands, research shows
Yesterday
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customer service
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branding
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online shopping
UK shoppers show stronger loyalty to stores than brands, with customer service and rewards driving loyalty, especially among those over 55 years.
UK demand surges for AI prompt engineers as salaries climb
Yesterday
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genai
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llms
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ai
Demand for AI prompt engineers in the UK soars by over 180%, with salaries reaching up to GBP £87,500 amid growing adoption of generative AI technologies.
Half of UK online shoppers shun retailers with slow refunds
Yesterday
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ecommerce
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customer service
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sales
Over half of UK online shoppers would avoid retailers slow to refund returns, expecting refunds within 2-3 days, survey finds.
Decathlon expands live video consultations for sports shoppers
Yesterday
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cx
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martech
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ar, vr & metaverse
Decathlon expands its Visio Store in France, offering free 30-minute video calls with experts for personalised advice across 10 sports categories.
MTF receives high commendation for trust in car loan awards
Yesterday
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customer service
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transparency
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nps
MTF has been Highly Commended in the 2025 Reader's Digest Most Trusted Brands Awards for car loans, highlighting its trusted service in New Zealand.
Currys rolls out VoCoVo headsets to staff to tackle shop crime
2 days ago
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cleantech
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headsets
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sustainability
Currys is fitting all staff in its 301 UK stores with VoCoVo headsets to combat rising shoplifting and improve communication and safety.
Qualtrics study reveals just 7% of Aussie execs want to lead in AI use for CX
3 days ago
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cx
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martech
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omnichannel
Only 7% of Australian executives aim to lead in AI adoption for customer experience, risking falling behind in a $2 trillion AUD market, says Qualtrics.
The AI tipping point: How contact centres in ANZ are reinventing CX
4 days ago
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data analytics
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digital transformation
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cx
AI is transforming contact centres in Australia and New Zealand, with 98% adopting it, but human skills and trust remain crucial for success.
Convenience & trust top price as key to online shoppers in 2025
Last week
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cx
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martech
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ecommerce
Australian online shoppers now prioritise product range, convenience, and trust over low prices as marketplaces face pricing pressures in 2025, says Pattern study.
How South Africa is unlocking better customer experience for UK businesses
Last week
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digital transformation
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cx
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martech
South Africa's contact centres blend skilled agents and tech, helping UK firms enhance personalised, empathetic customer experiences amid rising digital demands.
Nationwide wins Best Use of Customer Insight award
Last week
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data analytics
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digital transformation
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cx
Nationwide wins Best Use of Customer Insight at the Institute of Customer Service Awards 2025 for its work with Medallia and Kantar improving member experience.
NormCyber wins Cyber OSPAs award for customer service in 2025
Last week
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data protection
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soc
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risk & compliance
NormCyber clinches the Outstanding Customer Service Initiative Award at the 2025 Cyber OSPAs for its innovative Smartbloc dashboard boosting cyber resilience.
UK consumers sceptical of AI's emotional skills in service roles
Last week
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cx
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martech
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ai
UK consumers remain sceptical about AI's ability to provide emotionally intelligent customer service, with only 55% believing it can recognise emotions.
Kangaroo Island internet at risk as network talks collapse
This month
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customer service
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swoop holdings
Kangaroo Island residents face possible internet outage from 16 May as supplier Island Wide threatens to cut services amid stalled acquisition talks with Swoop.
Aussie families face internet lags as homes juggle 20 devices
This month
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malware
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gaming
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uc
Australian households face rising internet lag as device numbers soar beyond 20, causing streaming and gaming issues; specialist provider Occom offers relief.
NICE & AWS join forces to deliver AI-powered customer service
This month
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saas
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uc
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digital transformation
NICE and AWS have teamed up to offer NICE's CXone Mpower AI on AWS Marketplace, enhancing AI-driven customer service with unified, scalable cloud solutions.
Australian telecoms face data security & access challenges
This month
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data analytics
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digital transformation
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hcm
Research reveals 46% of Australian telecom professionals struggle with data security despite tech advances, risking customer trust and operational efficiency.
How can technology help us overcome friction to build a better travel experience?
This month
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biometrics
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iot
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partner programmes
Technology like biometrics and AI is transforming travel, reducing queues and delays to create smoother, ticket-free, personalised journeys for passengers worldwide.
TDCX tops Southeast Asia OA500 index, rises to 17th globally
This month
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data analytics
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digital transformation
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cx
TDCX ranks as Southeast Asia's top outsourced CX provider and climbs to 17th globally in Outsource Accelerator's OA500 2025 Index among 3,200 firms.
Evergreen acquires Sterling, appoints Solei Dyment as new CEO
This month
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cx
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blockchain
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martech
Evergreen has acquired Sterling Technology Solutions, appointing Solei Dyment as CEO to expand its managed IT services across the US East Coast.