eCommerceNews New Zealand - Technology news for digital commerce decision-makers
New Zealand

Kiwi Stories

Customer service stories

Global Stories

Customer service stories

Cybersecurity, AI & sustainable IT top digital priorities
Data Protection

Cybersecurity, AI & sustainable IT top digital priorities

UK and Ireland firms prioritise cybersecurity, AI adoption, and sustainable IT strategies as they gear up for evolving digital workplaces in 2024.

By Catherine Knowles • 4 min read • Tue, 25th Nov 2025
The operational backbone of modern organisations is being reimagine
Customer Relationship Management

The operational backbone of modern organisations is being reimagine

AI is evolving beyond ERP and CRM tools to become the operational backbone, integrating systems and automating workflows across organisations by 2026.

By Vab Mittal • 5 min read • Mon, 24th Nov 2025
Avalara wins 2026 Buyer's Choice Award for tax compliance tools
Enterprise Resource Planning

Avalara wins 2026 Buyer's Choice Award for tax compliance tools

Avalara has won the 2026 Buyer's Choice Award from TrustRadius, praised by customers for excelling in tax compliance tools and service quality.

By Melania Watson • 2 min read • Mon, 24th Nov 2025
Emirates partners with OpenAI to drive AI adoption across airline
Digital Transformation

Emirates partners with OpenAI to drive AI adoption across airline

Emirates has partnered with OpenAI to integrate AI, including ChatGPT Enterprise, across its operations, enhancing services and staff training in aviation.

By Sean Mitchell • 3 min read • Sat, 22nd Nov 2025
Retailers turn to AI to meet demand & secure Black Friday sales
Multi-factor authentication

Retailers turn to AI to meet demand & secure Black Friday sales

Retailers are turning to AI and unified tech to meet soaring Black Friday demand, enhancing customer service and boosting cybersecurity amid rising cyber threats.

By Melvin Hipolito • 4 min read • Fri, 21st Nov 2025
Luware unveils AI-powered Nimbus Companion for Teams support
Unified Communications

Luware unveils AI-powered Nimbus Companion for Teams support

Luware launches Nimbus Companion, an AI orchestration tool within Microsoft Teams that supports human agents during complex customer interactions.

By Catherine Knowles • 2 min read • Fri, 21st Nov 2025
Contact centre agent burnout costs top AUD $20 million yearly
Unified Communications

Contact centre agent burnout costs top AUD $20 million yearly

Contact centre agent burnout costs Australian firms over AUD $20 million annually, driven by high turnover and costly operational challenges.

By Sean Mitchell • 3 min read • Fri, 21st Nov 2025

Stories from Other Regions

Customer service stories

Luke Clifton joins ATA Board as alliance shifts focus to leaders
Network Infrastructure

Luke Clifton joins ATA Board as alliance shifts focus to leaders

Luke Clifton of Macquarie Technology Group joins the Australian Telecommunications Alliance Board, reflecting a shift to leadership with sector expertise.

By Melvin Hipolito • 2 min read • Thu, 27th Nov 2025
Australian B2B supply chains hampered by outdated fulfilment tech
Marketing Technologies

Australian B2B supply chains hampered by outdated fulfilment tech

A survey reveals 92% of Australian B2B supply chain leaders face inefficiencies from outdated fulfilment tech, impacting costs and customer service.

By Melania Watson • 3 min read • Tue, 25th Nov 2025
It's time to rid insurtech of the snake oil
Risk & Compliance

It's time to rid insurtech of the snake oil

Insurtech firms must curb overblown AI claims, balancing innovation with regulatory compliance to avoid risking insurer reputations and finances.

By Ross Sinclair • 4 min read • Mon, 24th Nov 2025
Will AI mean the end of the road for my customer service career?
Customer Experience

Will AI mean the end of the road for my customer service career?

AI is transforming customer service careers, shifting roles from routine tasks to strategic, empathy-driven jobs enriched by data and technology.

By Iain Banks • 5 min read • Mon, 24th Nov 2025
The Great British switch-off: Why UK SMEs need to future-proof their communications
Unified Communications

The Great British switch-off: Why UK SMEs need to future-proof their communications

With the UK's PSTN network ending in 2027, over 5.5 million SMEs must urgently switch to digital communications to avoid disruption and boost resilience.

By Ollie Newby • 4 min read • Mon, 24th Nov 2025
Instagram safety campaign blocked over Meta influence concerns
Marketing Technologies

Instagram safety campaign blocked over Meta influence concerns

An Instagram safety campaign has been blocked by advertisers over fears it might upset Meta, highlighting Big Tech's influence in advertising decisions.

By Sean Mitchell • 3 min read • Sat, 22nd Nov 2025
CPaaS set to surpass contact centres as data & RCS evolve
Unified Communications

CPaaS set to surpass contact centres as data & RCS evolve

By 2026, CPaaS may surpass traditional contact centres as RCS adoption and AI drive automated, interactive customer engagement experiences.

By Jake MacAndrew • 3 min read • Sat, 22nd Nov 2025
Trixie partners with 3P Logistics to boost UK market growth
Supply Chain

Trixie partners with 3P Logistics to boost UK market growth

Trixie Pet Products partners with 3P Logistics for UK fulfilment to boost growth, reduce costs and enhance delivery across all sales channels.

By Catherine Knowles • 3 min read • Fri, 21st Nov 2025
Goodbye Bots, Hello Conversations: How GenAI is Transforming Telco Customer Service
Digital Transformation

Goodbye Bots, Hello Conversations: How GenAI is Transforming Telco Customer Service

GenAI is revolutionising telco customer service by replacing rigid bots with natural conversations, enhancing personalisation and speeding up support resolution.

By Amir Mehmood • 5 min read • Fri, 21st Nov 2025
Financial firms turn to autonomous AI to boost growth & efficiency
Fintech

Financial firms turn to autonomous AI to boost growth & efficiency

Financial firms are deploying autonomous AI to fully automate routine tasks, boosting operational efficiency and focusing human effort on growth-driving work.

By Melvin Hipolito • 3 min read • Fri, 21st Nov 2025