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Customer Satisfaction stories

NiCE awards honour AI leaders in customer experience
Digital Transformation

NiCE awards honour AI leaders in customer experience

AI is reshaping contact centres as NiCE's 2026 awards spotlight retailers, banks and telecoms cutting costs and improving service.

By Sofiah Nichole Salivio • 4 min read • 3 days ago
Cloudhouse launches outage stress test amid AI risks
Software-as-a-Service

Cloudhouse launches outage stress test amid AI risks

Businesses face greater outage exposure as cloud, automation and AI add hidden dependencies, especially when summer holidays thin IT teams.

By Joseph Gabriel Lagonsin • 4 min read • 3 days ago
TMS deploys FourKites for live ocean & rail tracking
Software-as-a-Service

TMS deploys FourKites for live ocean & rail tracking

The move gives the consumer brand earlier disruption alerts and a shared view of ocean and rail shipments, cutting manual checks and late-delivery fines.

By Sofiah Nichole Salivio • 3 min read • 4 days ago
Archaic payment processes costing SMEs time and money
Digital Transformation

Archaic payment processes costing SMEs time and money

Australian SMEs are missing working capital gains as manual invoicing and EFTs leave payments slower and less secure.

By David Shilovsky • 7 min read • 4 days ago
Nasuni wins sixth NorthFace award, tops G2 reports
Software-as-a-Service

Nasuni wins sixth NorthFace award, tops G2 reports

Audited feedback has lifted Nasuni's customer-service standing, with a 98% CSAT score and top G2 placements across 15 categories.

By Sofiah Nichole Salivio • 4 min read • Last week
NiCE & Sopra Steria roll out AI service centre tool
Data Protection

NiCE & Sopra Steria roll out AI service centre tool

About 800 agents are already using AI guidance as Sopra Steria looks to meet a 90% call-answer target within 20 seconds.

By Sean Mitchell • 4 min read • Last week
NiCE names five launch partners for AI specialisation
Digital Transformation

NiCE names five launch partners for AI specialisation

Enterprise buyers will get a new way to assess AI service partners after NiCE introduced a specialism based on certified staff and proven results.

By Sean Mitchell • 4 min read • Last week
8x8 named MetriStar top provider for CPaaS & CCaaS
Data Analytics

8x8 named MetriStar top provider for CPaaS & CCaaS

Recognition follows a market shift towards integrated customer communications platforms as 8x8 scores above average on business success and sentiment.

By Sean Mitchell • 3 min read • Last week
SITA says baggage mishandling falls as travel hits 5bn
Digital Transformation

SITA says baggage mishandling falls as travel hits 5bn

Despite a 23% drop in mishandled bags, airlines still faced a USD $6.3 billion bill as global passenger traffic reached 5 billion in 2025.

By Sean Mitchell • 4 min read • Last week
Pay.com.au adopts Zendesk AI ahead of US expansion
Software-as-a-Service

Pay.com.au adopts Zendesk AI ahead of US expansion

Centralising support has cut costs and handling times as the fintech gears up for its first US office in a $35 trillion market.

By Karen Joy Bacudo • 3 min read • Last week
Avalara wins TrustRadius tax compliance software award
Software-as-a-Service

Avalara wins TrustRadius tax compliance software award

Verified customer feedback has put Avalara among the top-rated tax compliance tools as businesses grapple with complex rules across jurisdictions.

By Joseph Gabriel Lagonsin • 3 min read • Last month

Stories from Other Regions

Customer Satisfaction stories

UK shoppers back security checks but quit slow checkouts
Fintech

UK shoppers back security checks but quit slow checkouts

Payment providers risk losing sales as four in ten UK shoppers abandon purchases when security checks delay or fail at checkout.

By Sofiah Nichole Salivio • 4 min read • 3 days ago
Superloop named Australia's fastest fixed network again
Customer Experience

Superloop named Australia's fastest fixed network again

Its sustained broadband performance has earned Superloop a third straight Ookla award, strengthening its case against larger rivals in Australia.

By Sean Mitchell • 4 min read • 3 days ago
Truecaller report flags trust gap in India business calls
Unified Communications

Truecaller report flags trust gap in India business calls

Unfamiliar numbers are fuelling a trust gap in Indian business calls, despite most consumers still preferring voice for urgent matters.

By Mark Tarre • 4 min read • 4 days ago
Urbsurf lifts bookings with redesigned online system
Software-as-a-Service

Urbsurf lifts bookings with redesigned online system

Higher conversion and fewer abandoned carts are boosting URBNSURF's online sales after a simpler booking flow cut checkout time by 31%.

By Sean Mitchell • 3 min read • 6 days ago
Floward uses AI agents to handle seasonal WhatsApp spikes
Digital Transformation

Floward uses AI agents to handle seasonal WhatsApp spikes

Seasonal surges on WhatsApp are now being absorbed by AI, helping the florist cut costs 15% and keep replies to one minute.

By Sofiah Nichole Salivio • 4 min read • Last week
The Candy Garage doubles sales after logistics shift
Digital Transformation

The Candy Garage doubles sales after logistics shift

Outsourced fulfilment has freed the Lincoln confectionery firm to scale up, with daily collections replacing weekly dispatches and turnover climbing.

By Karen Joy Bacudo • 5 min read • Last week
3PL appoints Ryan Walker as Head of Customer Experience
Digital Transformation

3PL appoints Ryan Walker as Head of Customer Experience

The new role signals 3PL's push to improve service and align staff, systems and technology as competition in fulfilment intensifies.

By Sofiah Nichole Salivio • 4 min read • Last month