Customer service stories - Page 18

OutSystems launches Agent Workbench, a platform enabling enterprises to deploy and manage AI agents, improving workflows and digital experiences across sectors.

UiPath launches new AI automation suite with pre-built solutions and orchestration tools to boost enterprise efficiency and ROI in AI transformation.

Macquarie Telecom and Netskope partner to offer integrated AI, cloud, and network security, helping Australian firms tackle rising cyber threats and compliance demands.

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

Only 15% of IT leaders are adopting fully autonomous AI agents, as concerns over governance and trust slow enterprise deployment, says Gartner survey.

ServiceNow launches AI Experience, a unified conversational AI platform integrating workflows to enhance productivity across enterprises with secure, multimodal tools.

Despite 69% of Australians regularly using mobile banking apps, satisfaction remains modest with a 66.0 CX Index score, says Forrester's 2025 report.

A new study reveals 82% of Australian firms are boosting data privacy investment as AI adoption rises, outpacing global and US averages amid regulatory pressure.

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

Consilium Software has launched new AI-powered apps for Webex Contact Centre, enhancing quality management and voice automation across North America and Asia Pacific.

NiCE has appointed Jeff Comstock, former Microsoft VP, as President to lead innovation and expand AI-driven customer experience from October 2025.

Only 27% of ASX 200 firms reported AI use in 2025, lagging behind US and UK; large caps lead while mid caps risk falling behind in adoption.

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

Safe Software now offers 24/7 global support for FME platform users, ensuring expert help anytime to minimise downtime and maintain business continuity worldwide.

AI is easing administrative tasks in personal insurance advice, allowing advisers more time for human conversations during clients' toughest moments.

Contact centres in Australia and New Zealand embrace AI for efficiency but face challenges in rebuilding trust and support for human agents amid rising job anxieties.

Cloudflare will recruit 1,111 interns globally in 2026, expanding its programme to support students with hands-on tech experience and mentorship worldwide.

Retailers must embrace technology and end-to-end planning to meet soaring consumer demands and excel in the 2025 peak shopping season.

AI can help slash contact centre staff turnover in 2026 by boosting agent engagement, cutting routine tasks, and enhancing job satisfaction with smart tools.

Customer Science unveils Knowledge Quest, an AI tool enhancing Australian contact centres with real-time, accurate information to boost efficiency and satisfaction.