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Self-service stories

Lallemand adopts self-service portal to end costly legacy orders
Platform-as-a-Service

Lallemand adopts self-service portal to end costly legacy orders

Lallemand has launched a new B2B self-service portal powered by commercetools, replacing traditional ordering to boost efficiency and global scalability.

By Catherine Knowles • 3 min read • Thu, 24th Apr 2025
AI hallucinations challenge customer experience strategy
Customer Experience

AI hallucinations challenge customer experience strategy

Coveo's latest CX Relevance Report reveals that 49% of customers experience AI hallucinations, prompting scepticism and a demand for better digital experiences.

By Melania Watson • 3 min read • Wed, 9th Apr 2025
Oracle boosts HCM with new employee engagement features
Human Capital Management

Oracle boosts HCM with new employee engagement features

Oracle has introduced new employee engagement features to its Fusion Cloud HCM platform, enhancing internal communication and event management capabilities.

By Kaleah Salmon • 3 min read • Thu, 27th Mar 2025
NICE named leader in IDC's 2024 conversational AI report
Unified Communications

NICE named leader in IDC's 2024 conversational AI report

NICE has been recognised as a Leader in the IDC MarketScape for Worldwide Conversational Intelligence and Analytics 2024, showcasing significant market innovation.

By Sean Mitchell • 2 min read • Thu, 20th Mar 2025
NICE unveils CXone Mpower Orchestrator for service AI
Unified Communications

NICE unveils CXone Mpower Orchestrator for service AI

NICE has launched CXone Mpower Orchestrator, claiming it as the first solution for complete end-to-end automation in customer service via a single AI platform.

By Sean Mitchell • 2 min read • Wed, 19th Mar 2025
IDeaS launches API portal to enhance tech collaboration
Unified Communications

IDeaS launches API portal to enhance tech collaboration

IDeaS has unveiled an API data integration developer portal aimed at boosting collaboration among hospitality technology providers and streamlining connections.

By Sean Mitchell • 2 min read • Wed, 5th Mar 2025
NICE CXone platform sees 80% increase in interactions
Unified Communications

NICE CXone platform sees 80% increase in interactions

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

By Imee Dequito • 2 min read • Thu, 5th Dec 2024
Zendesk unveils AI solutions to boost customer support
Customer Experience

Zendesk unveils AI solutions to boost customer support

Zendesk has unveiled a suite of AI-driven tools designed to improve omnichannel customer support, enhancing collaboration between human and AI agents.

By Imee Dequito • 3 min read • Thu, 17th Oct 2024
Five9 launches new AI product to elevate customer experiences
Customer Experience

Five9 launches new AI product to elevate customer experiences

Five9 unveils AI Knowledge, the latest in its Genius AI Suite, designed to enhance customer experiences using Generative AI and comprehensive data insights.

By Kaleah Salmon • 3 min read • Tue, 13th Aug 2024
Salesforce unveils fully autonomous AI customer service agent
Customer Relationship Management

Salesforce unveils fully autonomous AI customer service agent

Salesforce launches Einstein Service Agent, its first fully autonomous AI customer service agent, promising faster, precise resolutions and seamless human handovers.

By Catherine Knowles • 4 min read • Wed, 24th Jul 2024
Epicor buys KYKLO to enhance AI-driven ERP & digital sales
Marketing Technologies

Epicor buys KYKLO to enhance AI-driven ERP & digital sales

Epicor acquires KYKLO to boost its AI-driven ERP vision, enabling manufacturers, distributors, and retailers to offer enhanced digital experiences and drive growth.

By Sean Mitchell • 3 min read • Thu, 13th Jun 2024
HID integrates U.ARE.U camera system with Amazon Rekognition
Hyperscale

HID integrates U.ARE.U camera system with Amazon Rekognition

HID integrates its U.ARE.U Camera Identification System with Amazon Rekognition, enhancing facial analysis and verification for self-service and POS environments.

By Shannon Williams • 3 min read • Wed, 5th Jun 2024

Stories from Other Regions

Self-service stories

Singaporeans spend 40m hours on hold, report reveals
Unified Communications

Singaporeans spend 40m hours on hold, report reveals

Singaporeans have spent a staggering 40 million hours on hold for customer service, as revealed by a ServiceNow report highlighting ongoing service challenges.

By Shannon Williams • 3 min read • Fri, 28th Mar 2025
Long wait times & vague answers frustrate UK customers
Customer Experience

Long wait times & vague answers frustrate UK customers

Research by Cirrus reveals long wait times and vague responses in UK customer service provoke discontent, with older customers demanding faster resolutions.

By Shannon Williams • 3 min read • Wed, 19th Feb 2025
Adyen partners with Aigens to enhance F&B payments in Asia
Software-as-a-Service

Adyen partners with Aigens to enhance F&B payments in Asia

Adyen has partnered with Aigens to boost operational efficiency in the food and beverage sector in Hong Kong and Singapore through enhanced payment solutions.

By Sean Mitchell • 2 min read • Mon, 21st Oct 2024
Customer experience: The heart of sustainable growth
Crypto

Customer experience: The heart of sustainable growth

Customer experience drives sustainable financial growth, risking AUD $87 billion if ignored. Digital banks leverage automation for seamless service.

By Darren Cockerell • 5 min read • Tue, 1st Oct 2024
N4L launches MyN4L, aiding NZ schools in online management
EduTech

N4L launches MyN4L, aiding NZ schools in online management

Network for Learning (N4L) introduces MyN4L, a new platform helping New Zealand schools manage online activity with ease and efficiency.

By Catherine Knowles • 3 min read • Thu, 26th Sep 2024