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Kiwi Startup Spotlight: Why this will be the year chatbots take on customer service
Software-as-a-Service

Kiwi Startup Spotlight: Why this will be the year chatbots take on customer service

Within the world of AI, bots are the most understandable application for executives from a deployment and business impact standpoint.

By Kai Ping Lew • 4 min read • Fri, 2nd Feb 2018
Five ways Aussie retail can survive the arrival of Amazon
Customer Relationship Management

Five ways Aussie retail can survive the arrival of Amazon

Australian retailers can survive Amazon, says business author Ed Ludbrook. Retail is about problem solving and customer loyalty.

By Julia Gabel • 3 min read • Thu, 18th Jan 2018
Kiwi brands need to step up their game when it comes to digital experience
Customer Relationship Management

Kiwi brands need to step up their game when it comes to digital experience

The report singled out online retailer Mighty Ape as having the best digital experience among all brands with a score of 35.

By Julia Gabel • 3 min read • Wed, 29th Nov 2017
Hitachi develops robot that can spontaneously 'learn' from mistakes
Customer Relationship Management

Hitachi develops robot that can spontaneously 'learn' from mistakes

​Hitachi has announced the development of active-learning dialogue-data based AI technology to its human symbiotic service robot.

By Ashton Young • 3 min read • Wed, 4th Oct 2017
NZ telco industry focussed on improving customer service
Customer Relationship Management

NZ telco industry focussed on improving customer service

The New Zealand telecommunications sector is actively addressing customer service gaps through a series of initiatives led by the Telecommunications Forum.

By Julia Gabel • 2 min read • Mon, 25th Sep 2017
Datacom recognised for implementation of IP Australia's intelligent assistant, Alex
Customer Relationship Management

Datacom recognised for implementation of IP Australia's intelligent assistant, Alex

Datacom's intelligent assistant 'Alexa' has scooped an award at the 4th Annual Intelligent Assistant Awards in San Francisco this week.

By Sara Barker • 3 min read • Fri, 22nd Sep 2017
Health insurer nib trials AI customer service agent Frankie
Customer Relationship Management

Health insurer nib trials AI customer service agent Frankie

Frankie will be able to provide instant responses to a variety of common enquiries to nib's new product range including benefits available.

By Kai Ping Lew • 2 min read • Mon, 11th Sep 2017
Boost efficiency and customer service with the Zebra TC56
Customer Relationship Management

Boost efficiency and customer service with the Zebra TC56

Today's workers want a device that is every bit as contemporary and easy to use as the smartphone they use every day.

By Julia Gabel • 2 min read • Mon, 7th Aug 2017
Salesforce Service Cloud goes next-gen with mobile apps & learning platform
Customer Relationship Management

Salesforce Service Cloud goes next-gen with mobile apps & learning platform

Salesforce is taking the next generation of its Service Cloud to customers this week, adding more customisation and an interactive learning platform.

By Sara Barker • 3 min read • Mon, 31st Jul 2017
Going rogue: The challenges of AI in customer service
Customer Relationship Management

Going rogue: The challenges of AI in customer service

AI technologies are becoming increasingly sophisticated, and can add immense value to organisations — but they are by no means foolproof.

By Alok Kulkarni • 5 min read • Tue, 27th Jun 2017
Pegasystems announces AWS integration in customer service solution
Customer Relationship Management

Pegasystems announces AWS integration in customer service solution

Pega clients can now embed the Amazon Connect experience directly into Pega Customer Service to provide agents with full customer context.

By Kai Ping Lew • 2 min read • Thu, 8th Jun 2017
Insurance systems provider EIS partners with Microsoft Bot Framework
Customer Relationship Management

Insurance systems provider EIS partners with Microsoft Bot Framework

The move is the latest in the trend of companies leveraging the power of AI and machine-learning in their knowledge management.

By Kai Ping Lew • 2 min read • Fri, 12th May 2017
Auckland ISP sets up shop in provincial New Zealand
Customer Relationship Management

Auckland ISP sets up shop in provincial New Zealand

Unlimited Internet has established a Customer Service Centre in Palmerston North from where it will grow its customer base further throughout NZ.

By Staff Writer • 4 min read • Tue, 9th May 2017
YOU'RE INVITED: Fresh way to master IT service management
Customer Relationship Management

YOU'RE INVITED: Fresh way to master IT service management

They have one goal: make it easy for brands to talk to customers and easy for users to get in touch with businesses.

By Julia Gabel • 2 min read • Mon, 8th May 2017
Knowledge management critical to deliver customer satisfaction – Frost & Sullivan report
Customer Relationship Management

Knowledge management critical to deliver customer satisfaction – Frost & Sullivan report

Frost and Sullivan report underscores knowledge management as key in achieving heightened customer satisfaction in the digital age.

By Kai Ping Lew • 2 min read • Thu, 27th Apr 2017
Artificial intelligence & voice data peers into sales performance
Customer Relationship Management

Artificial intelligence & voice data peers into sales performance

Companies may have little insight into why one individual may outperform another or how to provide effective feedback that will improve performance.

By Julia Gabel • 2 min read • Tue, 18th Apr 2017
MYOB teams up with Genesys to provide integrated customer service experience
Customer Relationship Management

MYOB teams up with Genesys to provide integrated customer service experience

MYOB partners with Genesys to revamp contact centre capabilities and provide a personalised customer service experience.

By Sam Worthington • 2 min read • Wed, 15th Feb 2017

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Customer service stories