Customer service stories - Page 35
Gartner's four musts for digital customer service
Wed, 13th Feb 2019
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Digital technologies and growing customer expectations mean service leaders must get the digital experience right, according to Gartner.
Jade Software & Ambit take chatbots to next level of AI
Tue, 11th Dec 2018
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Jade Software and Ambit partner to deliver advanced AI chatbots, aiming to revolutionise customer service through natural and realistic digital experiences.
How businesses can enhance customer service using new technology
Fri, 2nd Nov 2018
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Australian customers are increasingly dissatisfied with call centres, with 64% having had a bad experience, according to a survey by Citrus Group.
Could personalised AI assistants streamline your business?
Thu, 25th Oct 2018
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martech
Oracle's new Digital Assistant utilises AI to streamline business processes, boosting productivity and enhancing user experiences across multiple platforms.
Digital customer experience is nothing without a human touch
Mon, 22nd Oct 2018
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AI bots may power 85% of customer service interactions by 2020, but human touch is still vital for a positive experience, reveals Gartner research.
The profits & pitfalls of peddling convenience driven technology
Wed, 3rd Oct 2018
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crm
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martech
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iot
Convenience culture thrives yet poses risks to joy, work ethics and tips scales from experience to expedience.
Are we in danger of losing the softer side of customer service?
Mon, 17th Sep 2018
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More and more Australians are avoiding phone calls, opting for texting or messaging apps instead, according to a survey by finder.com.au.
Fusion5 global finalist for 2018 MS Dynamics Customer Service Partner of the Year
Fri, 22nd Jun 2018
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partner programmes
Fusion5 was selected as a finalist based on a service desk transformation project delivered to Otago Polytechnic.
Zendesk launches omnichannel suite for integrated customer experience
Mon, 21st May 2018
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In conjunction with the launch of The Zendesk Suite, Zendesk also unveiled Connect - a new product for proactive customer communication.
How speech analytics can improve outcomes in the contact centre
Mon, 5th Mar 2018
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martech
Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.
Assessing why the ANZ cloud market is still 'cloudy'
Wed, 28th Feb 2018
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crm
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martech
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erp
Despite the optimism demonstrated by many CIOs, the actual process of cloud adoption among large organisations is slow.
Daimler hires Soul Machines' digital human for customer service
Wed, 28th Feb 2018
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martech
Sarah combines artificial and emotional intelligence for a new experience which redefines the link between man and machine.
To get ahead with AI, get started with augmented intelligence
Fri, 2nd Feb 2018
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martech
AI is an extension of a human, not a substitute for it. Once we realise this fact, we can appreciate AI for what it truly is.
Kiwi Startup Spotlight: Why this will be the year chatbots take on customer service
Fri, 2nd Feb 2018
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Within the world of AI, bots are the most understandable application for executives from a deployment and business impact standpoint.
Five ways Aussie retail can survive the arrival of Amazon
Thu, 18th Jan 2018
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Australian retailers can survive Amazon, says business author Ed Ludbrook. Retail is about problem solving and customer loyalty.
Kiwi brands need to step up their game when it comes to digital experience
Wed, 29th Nov 2017
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uc
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martech
The report singled out online retailer Mighty Ape as having the best digital experience among all brands with a score of 35.
Hitachi develops robot that can spontaneously 'learn' from mistakes
Wed, 4th Oct 2017
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robots
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martech
Hitachi has announced the development of active-learning dialogue-data based AI technology to its human symbiotic service robot.
NZ telco industry focussed on improving customer service
Mon, 25th Sep 2017
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martech
The New Zealand telecommunications sector is actively addressing customer service gaps through a series of initiatives led by the Telecommunications Forum.
Health insurer nib trials AI customer service agent Frankie
Mon, 11th Sep 2017
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digital signage
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martech
Frankie will be able to provide instant responses to a variety of common enquiries to nib's new product range including benefits available.
Christchurch's Connexionz continues U.S expansion with new California office
Mon, 7th Aug 2017
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data analytics
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bi
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big data
Christchurch's Connexionz boosts US presence, opens new California office amid growing demand for smart transport solutions.