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2degrees wins Canstar small business telecoms award
Customer Experience

2degrees wins Canstar small business telecoms award

Business customers are rewarding simpler billing and support, with 2degrees taking Canstar's small business telecoms prize for a fifth time in six years.

By Joseph Gabriel Lagonsin • 3 min read • Yesterday

Global Stories

Customer service stories

Forrester urges firms to prioritise practical AI governance
Disaster Recovery

Forrester urges firms to prioritise practical AI governance

Enterprises face mounting risks from AI outages and hidden governance costs as Forrester says day-to-day operational needs now outrank frontier fears.

By Sean Mitchell • 3 min read • Yesterday
Zendesk names David Hall-Johnston APAC technology chief
Software-as-a-Service

Zendesk names David Hall-Johnston APAC technology chief

The appointment strengthens Zendesk's push into enterprise AI as bookings more than doubled and regional customers seek help scaling secure deployments.

By Joseph Gabriel Lagonsin • 3 min read • Yesterday
Australian consumers ditch AI chats over memory gaps
Customer Relationship Management

Australian consumers ditch AI chats over memory gaps

Nearly seven in 10 Australians walk away from AI service chats when bots fail to recall earlier exchanges, a Twilio survey finds.

By Joseph Gabriel Lagonsin • 3 min read • Yesterday
Merlin rolls out NiCE CXone across 140 attractions
Software-as-a-Service

Merlin rolls out NiCE CXone across 140 attractions

Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.

By Sean Mitchell • 4 min read • 2 days ago
Merlin rolls out NiCE AI across visitor attractions
Software-as-a-Service

Merlin rolls out NiCE AI across visitor attractions

Visitors should see faster help and fewer repeat calls as Merlin links bookings, support and follow-up across 140 attractions worldwide.

By Sofiah Nichole Salivio • 4 min read • 3 days ago
Candescent expands Google Cloud AI tie-up for banks
Software-as-a-Service

Candescent expands Google Cloud AI tie-up for banks

The expanded deal should help more than 1,300 banks and credit unions move AI from pilot projects into day-to-day banking systems.

By Karen Joy Bacudo • 4 min read • 3 days ago
UiPath named Gartner IDP leader for second year running
Document Management

UiPath named Gartner IDP leader for second year running

The recognition underscores how document processing now sits at the centre of enterprise AI, as firms seek reliable data to automate workflows.

By Joseph Gabriel Lagonsin • 4 min read • 4 days ago

Stories from Other Regions

Customer service stories

Embers Credit Union goes live with MANTL loan origination
Digital Transformation

Embers Credit Union goes live with MANTL loan origination

The Michigan credit union is aiming to cut loan handling time and simplify member service by using one platform for deposits and borrowing.

By Karen Joy Bacudo • 4 min read • Yesterday
UK CIOs face AI blame as sovereignty drives buying
Software-as-a-Service

UK CIOs face AI blame as sovereignty drives buying

Data sovereignty is now steering UK AI buying, while half of technology leaders say the Chief Information Officer will be blamed if systems fail.

By Joseph Gabriel Lagonsin • 4 min read • 2 days ago
Klaviyo launches headless CRM for AI tools & agents
Software-as-a-Service

Klaviyo launches headless CRM for AI tools & agents

Marketers can now plug AI agents into customer data and actions without Klaviyo's interface, as the firm widens access across its platform.

By Joseph Gabriel Lagonsin • 4 min read • 2 days ago
TP opens Johor Bahru operations centre for Singapore
Fintech

TP opens Johor Bahru operations centre for Singapore

Singapore-based clients gain a nearby multilingual support base as TP expands Malaysian operations with a Johor Bahru centre near the border.

By Sofiah Nichole Salivio • 4 min read • 2 days ago
Oracle to invest USD $5 billion in UK cloud infrastructure
Data Protection

Oracle to invest USD $5 billion in UK cloud infrastructure

The spend will expand local cloud capacity as UK demand for AI and data services rises, with healthcare and finance among target sectors.

By Sofiah Nichole Salivio • 4 min read • 3 days ago
Digital Planning launches GBP £50,000 AI pilot fund
Digital Transformation

Digital Planning launches GBP £50,000 AI pilot fund

East Midlands firms can test automation without upfront risk, as the scheme backs only projects with clear savings and a single defined problem.

By Karen Joy Bacudo • 3 min read • 3 days ago
Australia hiring gap leaves roles unfilled, revenue hit
Human Capital Management

Australia hiring gap leaves roles unfilled, revenue hit

Most Australian businesses are losing revenue as vacancies linger for 5.8 months on average, a survey has found.

By Joseph Gabriel Lagonsin • 4 min read • 4 days ago
Probe Group wins ISO 42001 AI certification across brands
Data Protection

Probe Group wins ISO 42001 AI certification across brands

Clients in regulated sectors may benefit from lower AI compliance risk after Probe Group completed independent certification across all its brands.

By Joseph Gabriel Lagonsin • 4 min read • 4 days ago
Zendesk launches specialised AI agents for commerce
Digital Transformation

Zendesk launches specialised AI agents for commerce

Australian retailers are set to benefit as Zendesk's new tools aim to settle orders, returns and refunds with fewer hand-offs.

By Joseph Gabriel Lagonsin • 5 min read • 4 days ago