Customer Interactions stories
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NICE Enlighten Copilot wins Best AI-based Solution award
Last week
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uc
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cx
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martech
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.
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Australian retailers urged to adopt new strategies amidst crisis
Last month
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melbourne
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recession
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economy
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.
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Yellow.ai launches Analyze to revolutionise customer service
Last month
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ai
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insights
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deep learning
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%.
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Survey shows gaps in business' efforts to enhance CX
Last month
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crm
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cx
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martech
Survey reveals that while 94% of firms value customer experience, only 38% are effective in achieving it, highlighting gaps in collaboration and technology.
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Forrester forecasts 4% rise in Australian tech spending for 2024
Thu, 1st Aug 2024
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cx
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dei
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martech
Australia's tech spending is set to rise by 4% in 2024 despite formidable economic headwinds, according to Forrester's latest forecast.
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Lion Parcel partners with Salesforce to boost AI-driven service
Tue, 16th Jul 2024
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digital transformation
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martech
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supply chain systems
Lion Parcel partners with Salesforce to enhance customer service using generative AI, reducing case resolution times by 73%.
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Leaders speak on AI potential & ethical impacts ahead of AI Day
Mon, 15th Jul 2024
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uc
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data privacy
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ai
As AI Appreciation Day nears, industry leaders spotlight AI's transformative impact across sectors, calling for a balance between innovation, transparency, and customer benefit.
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Exclusive: Smartsheet's VP talks all things AI and expansion
Tue, 2nd Jul 2024
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ai
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hybrid & remote work
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nz
Smartsheet's VP for APJ, Nigel Mendonca, has revealed the company's AI innovations and expansion strategies, bridging global work management gaps.
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NICE named leader in IDC MarketScape for CXone Mpower launch
Thu, 27th Jun 2024
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uc
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cx
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martech
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.
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BT Group strengthens partnership with ServiceNow to boost AI services
Fri, 21st Jun 2024
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cx
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martech
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hcm
BT Group has expanded its strategic partnership with ServiceNow to enhance customer and employee experiences across all units.
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How to navigate the micro-macro dichotomy of GenAI
Tue, 18th Jun 2024
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cx
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martech
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cdp
Business leaders must balance generative AI's vast benefits with short-term deployment challenges to navigate its transformative yet complex potential.
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Sendbird launches advanced AI chatbot for Shopify merchants
Fri, 14th Jun 2024
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cx
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martech
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commerce systems
Sendbird launches an AI chatbot for Shopify, powered by GPT-4o, enabling 4.6 million merchants to enhance customer interactions with no-code integration.
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Airship unveils app enhancements to boost user engagement
Thu, 6th Jun 2024
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cx
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smartphones
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martech
Airship has unveiled new tools to boost app engagement, focusing on personalisation and zero-party data collection, revealed at Shoptalk Europe.
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NICE unveils advanced WFM solutions for digital integration
Fri, 31st May 2024
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uc
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cx
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martech
NICE has launched new workforce management tools aimed at integrating digital front and back-office tasks, enhancing efficiencies and bottom-line results.
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Medallia named leader in Forrester Wave for text analytics
Fri, 31st May 2024
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cx
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martech
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hcm
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.
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Taking the next step forward in the contact centre evolution
Thu, 30th May 2024
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uc
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data analytics
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cx
Artificial intelligence is revolutionising Australian contact centres, enabling unparalleled personalisation and efficiency.
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Lockeroom Gym partners with Pendula to enhance platform
Tue, 28th May 2024
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martech
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cx
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support
Lockeroom Gym partners with Pendula to streamline customer interactions, enhancing the fitness experience for business executives.
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Salesforce enhances Service Cloud for unified customer care
Fri, 24th May 2024
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martech
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cdp
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whatsapp
Salesforce enhances Service Cloud with new features to unify data across digital channels, providing a seamless, personalised customer experience through their Einstein 1 Platform.
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Australian businesses struggle with AI amid data security fears
Tue, 21st May 2024
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cx
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martech
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ai
Poll reveals 34% of Australian firms view data security as a major hurdle in AI adoption, with 51% lacking a clear data management strategy.
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Qualtrics and Bain & Company boost partnership to enhance customer experience
Fri, 3rd May 2024
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martech
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cx
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qualtrics
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.