Customer service stories

Fusion5 has acquired Kordia’s managed IT business, gaining 26 experts to boost its services while Kordia refocuses on core cybersecurity and connectivity sectors.

Simon de Winter Group teams up with Middlebank Consulting Group to digitally transform its supply chain, boosting efficiency across Australia and New Zealand.

Combining human empathy with AI’s smart automation transforms contact centres, boosting efficiency and delivering personalised customer experiences.

Guidewire will acquire ProNavigator, enhancing its platform with context-aware knowledge to improve efficiency and service in the P&C insurance sector.

Gallagher Security opens a new office in Southport, Gold Coast, expanding its presence and training facilities across Australia and the wider APAC and IMEA regions.

Amperity launches Real-Time Profiles, combining live activity with historical data to enable instant, personalised customer experiences across marketing and service.

AI forecasting revolutionises contact centres by replacing outdated spreadsheets, boosting staffing accuracy and customer satisfaction amid volatile market demands.

Butlin's adoption of WorkBuzz’s AI-powered platform boosted staff engagement by 4%, pride by 8%, and improved guest ratings via targeted recognition schemes.

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

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

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

Kordia is now a Managed Services Partner to deliver Dialpad’s AI-powered contact centre solutions in New Zealand, enhancing local support and customer engagement.

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.

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

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.

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

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

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

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

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