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OCS overhauls finance with full Esker AI automation rollout
Digital Transformation

OCS overhauls finance with full Esker AI automation rollout

OCS New Zealand is the first globally to deploy Esker's full AI-driven finance automation suite, enhancing efficiency and accuracy in its financial operations.

By Sean Mitchell • 3 min read • Mon, 20th Oct 2025
Keeping the lights on through the Holiday period
Small Business

Keeping the lights on through the Holiday period

As liquidation rises 31.9%, NZ small businesses face a tough holiday battle for staff, cashflow and compliance to keep operations thriving beyond survival mode.

By Neil Webster • 4 min read • Fri, 17th Oct 2025

Global Stories

Customer service stories

More than a buzzword: How strategic partnerships power real digital transformation
Disaster Recovery

More than a buzzword: How strategic partnerships power real digital transformation

Interactive and Microsoft's enduring partnership drives real digital transformation, helping businesses innovate and modernise with trusted, collaborative solutions.

By Alex Coates • 4 min read • Mon, 3rd Nov 2025
Zendesk named leader for AI-first customer service by Gartner
Customer Relationship Management

Zendesk named leader for AI-first customer service by Gartner

Zendesk has been named a Leader in Gartner's 2025 Magic Quadrant for CRM Customer Engagement, praised for its AI-first Resolution Platform.

By Shannon Williams • 3 min read • Thu, 30th Oct 2025
Talkdesk & Databricks join forces to unify customer data
Unified Communications

Talkdesk & Databricks join forces to unify customer data

Talkdesk expands its partnership with Databricks to unify customer data, enhancing AI-driven automation and personalised experiences on its CXA platform.

By Catherine Knowles • 3 min read • Mon, 27th Oct 2025
Talkdesk boosts Copilot with agentic AI for smarter support
Customer Experience

Talkdesk boosts Copilot with agentic AI for smarter support

Talkdesk enhances its Copilot with agentic AI, enabling customer service agents to handle complex queries through smarter, real-time support and automation.

By Catherine Knowles • 3 min read • Thu, 23rd Oct 2025
UK customers still prefer human agents, but lower prices boost use
Customer Experience

UK customers still prefer human agents, but lower prices boost use

New survey finds 83% of UK customers prefer human agents for service, but 34% may switch to AI if it means lower prices, especially in London.

By Catherine Knowles • 4 min read • Fri, 17th Oct 2025
NiCE Cognigy debuts AI Ops Centre to boost enterprise resilience
Customer Experience

NiCE Cognigy debuts AI Ops Centre to boost enterprise resilience

NiCE Cognigy launches AI Ops Centre, a real-time hub to monitor and maintain enterprise AI agents' reliability and boost customer experience resilience.

By Melvin Hipolito • 3 min read • Fri, 17th Oct 2025

Stories from Other Regions

Customer service stories

LG wins Choice Best Brand awards in major appliance categories
Power / Energy

LG wins Choice Best Brand awards in major appliance categories

LG Electronics has been named CHOICE Best Brand in Australia for stick vacuums, dryers and top load washing machines from 2022 to 2025.

By Melvin Hipolito • 3 min read • Mon, 3rd Nov 2025
Goddiva launches AI assistant for tailored, smarter fashion shopping
Customer Experience

Goddiva launches AI assistant for tailored, smarter fashion shopping

Goddiva launches AI assistant on its website, offering personalised fashion shopping, real-time order tracking, and tailored discounts to enhance customer experience.

By Kaleah Salmon • 3 min read • Mon, 3rd Nov 2025
How AI is driving growth and transforming the future of hospitality
Robotics

How AI is driving growth and transforming the future of hospitality

AI is transforming hospitality, with the market set to soar from USD $90 million to $8.12 billion by 2034, boosting efficiency and guest experiences worldwide.

By Filip Linek • 4 min read • Thu, 30th Oct 2025
Canadians trust AI search tools less than lawmakers, survey finds
Artificial Intelligence

Canadians trust AI search tools less than lawmakers, survey finds

A dNOVO survey reveals Canadians trust AI search tools least of all sectors, with a score of 1.91, even below lawmakers at 2.08.

By Sean Mitchell • 3 min read • Thu, 30th Oct 2025
Retail's AI Revolution: Why personalisation is the game-changer
Customer Experience

Retail's AI Revolution: Why personalisation is the game-changer

Retailers are rapidly adopting AI to personalise shopping experiences, boosting customer loyalty and handling £30bn in UK click-and-collect orders in 2025.

By Ian Tickle • 4 min read • Sat, 25th Oct 2025
Manus AI & Heicoders launch agentic AI upskilling in Singapore
Generative AI

Manus AI & Heicoders launch agentic AI upskilling in Singapore

Manus AI and Heicoders have launched GA100, Singapore's first hands-on AI agent upskilling course for mid-career professionals in key industries.

By Catherine Knowles • 4 min read • Thu, 23rd Oct 2025
Most Singapore banks fall short of brand promises, says Forrester
Customer Experience

Most Singapore banks fall short of brand promises, says Forrester

Forrester's Total Experience Score reveals most Singapore banks fail to deliver customer experiences matching their brand promises, with Citibank and DBS leading.

By Sean Mitchell • 4 min read • Thu, 23rd Oct 2025
Why better data management is the key to exceptional customer experience
Customer Experience

Why better data management is the key to exceptional customer experience

Customer experience excellence hinges on robust data management, as Australian firms invest in AI and analytics to meet soaring consumer expectations.

By Andy Milburn • 4 min read • Mon, 20th Oct 2025
Second Nature raises USD $22 million to boost AI sales training
Customer Experience

Second Nature raises USD $22 million to boost AI sales training

Second Nature has raised USD $22 million to expand its AI-driven sales training platform, helping businesses boost performance and reduce onboarding times.

By Kaleah Salmon • 4 min read • Fri, 17th Oct 2025