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Customer service stories

Apprentices say AI is reshaping tech skills demand
Artificial Intelligence

Apprentices say AI is reshaping tech skills demand

AI is making communication and adaptability as vital as coding for junior tech roles, apprentices said, as employers seek workplace-ready staff.

By Joseph Gabriel Lagonsin • 6 min read • 2 days ago
Currys rolls out NiCE software to unify customer service
Digital Transformation

Currys rolls out NiCE software to unify customer service

The overhaul is lifting satisfaction and cutting complaints as Currys handles nearly 6 million support contacts a year across its retail network.

By Mark Tarre • 4 min read • Last week

Global Stories

Customer service stories

Zendesk's outcome-based pricing balances AI with human touch
Software-as-a-Service

Zendesk's outcome-based pricing balances AI with human touch

Businesses will pay only for closed support cases under Zendesk's new model, as the software group ties AI automation to human fallback.

By Anthony Caruana • 4 min read • Yesterday
returns experience drives online shoppers away, study finds
Customer Experience

returns experience drives online shoppers away, study finds

Poor returns experiences are pushing 92% of shoppers away, while most also check refund windows before buying, Reveni's study found.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
OpenAI launches Ultrafast GPT-5.6 Sol for businesses
DevOps

OpenAI launches Ultrafast GPT-5.6 Sol for businesses

Businesses in the preview can use the model for real-time coding, support and trading tasks, with responses up to 14 times faster.

By Sean Mitchell • 4 min read • Last week
How social advertising is becoming a source of customer intelligence
Data Protection

How social advertising is becoming a source of customer intelligence

Real-time audience data from Facebook and Instagram is helping firms spot changing preferences and steer marketing, service and product decisions.

By Mark Tarre • 5 min read • Last week
Nvidia & Wall Street launch $500bn AI funding push
Semiconductors

Nvidia & Wall Street launch $500bn AI funding push

The tie-up could unlock financing for AI data centres as demand for computing power outstrips the balance sheets of cloud providers.

By Karen Joy Bacudo • 4 min read • Last week
Google named Forrester AI Platforms leader on strategy
DevOps

Google named Forrester AI Platforms leader on strategy

Businesses weighing AI spending may see Google's Forrester ranking as a boost, with Gemini Enterprise aimed at uniting users, developers and IT teams.

By Sean Mitchell • 3 min read • Last week
Rinnai Australia cuts service times with Oracle AI
Manufacturing

Rinnai Australia cuts service times with Oracle AI

Customer enquiries are now being answered up to 35% faster as Rinnai Australia uses Oracle AI to ease pressure on its call centre.

By Joseph Gabriel Lagonsin • 3 min read • Last week

Stories from Other Regions

Customer service stories

Adyen unifies Tod's global payments across 115 stores
Digital Transformation

Adyen unifies Tod's global payments across 115 stores

The move has lifted approval rates and cut reconciliation work as the luxury group standardises payments across stores and online in 14 countries.

By Karen Joy Bacudo • 3 min read • 2 days ago
Improved water meter data helps Masterton plug leaks
Data Analytics

Improved water meter data helps Masterton plug leaks

Water losses in Masterton have been cut to 15% as better meter data helps the council spot hidden leaks and prompt repairs.

By Local Democracy Reporter • 3 min read • Last week
Westgate station opens as Auckland's busway begins
Customer Experience

Westgate station opens as Auckland's busway begins

Commuters in northwest Auckland gain a new interchange from Sunday, with the first Northwest Busway stop opening on schedule and under budget.

By Sean Mitchell • 3 min read • Last week
NRC explores how AI could boost council services and decision-making
Data Protection

NRC explores how AI could boost council services and decision-making

The review could identify quick wins for Northland residents, while weighing privacy, security and ethical risks before any rollout.

By Local Democracy Reporter • 3 min read • Last week
Kyndryl to help Suryoday deploy agentic AI in bank
Digital Transformation

Kyndryl to help Suryoday deploy agentic AI in bank

The lender expects faster onboarding, tighter fraud checks and quicker customer responses as AI spreads across its regulated banking operations.

By Sean Mitchell • 4 min read • Last week
Digital skills lift Australian wages by 26%, new study finds
Data Analytics

Digital skills lift Australian wages by 26%, new study finds

Australian workers with digital skills can command pay rises of up to 26% as employers demand them in nearly nine in 10 job ads.

By Mark Tarre • 4 min read • Last week
Companies must adapt to rising AI costs, tech CEO says
Software-as-a-Service

Companies must adapt to rising AI costs, tech CEO says

Rising token-based charges and compliance risks are forcing firms to monitor AI agents more closely, Fusion5's chief executive says.

By RNZ • 5 min read • Last week
Payouts.com & Replit expand partnership to speed builds
Software-as-a-Service

Payouts.com & Replit expand partnership to speed builds

The move could cut Payouts.com's product development cycle from months to days while keeping audit trails and PCI controls in place.

By Karen Joy Bacudo • 4 min read • Last week