Customer Satisfaction Stories

Global Stories

Customer Satisfaction stories

AI boosts capacity, but firms lag on work redesign

The gap between AI adoption and work redesign is widening, with only 15% of large firms ready to turn automation into sustained gains.

By Sofiah Nichole Salivio • 4 min read • Last week

Smart Cities

Journey Alerts launches Paris rail WhatsApp updates

More than 1.2 million daily commuters on two Paris lines can now get disruption alerts on WhatsApp, as SNCF Transilien tests new passenger messaging.

By Sofiah Nichole Salivio • 4 min read • This month

Digital Transformation

Banking's channel problem is really an accountability problem

Customers are forced to repeat themselves as banks split branch, app and call centre teams, leaving hand-offs poorly owned and journeys broken.

By Peter Kalen • 3 min read • Last month

Software-as-a-Service

Europe lags in AI adoption as customer service gains

European customer service teams trail global AI uptake, but those already using it say it is helping them handle more enquiries with existing staff.

By Sean Mitchell • 4 min read • Last month

Unified Communications

VNPT picks RADCOM for roaming assurance in Vietnam

The switch should give the state-owned carrier faster roaming fault detection and better visibility for its 30 million subscribers.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Customer Relationship Management

Australian consumers ditch AI chats over memory gaps

Nearly seven in 10 Australians walk away from AI service chats when bots fail to recall earlier exchanges, a Twilio survey finds.

By Joseph Gabriel Lagonsin • 3 min read • Last month

Software-as-a-Service

Merlin rolls out NiCE CXone across 140 attractions

Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.

By Sean Mitchell • 4 min read • Last month

Software-as-a-Service

Merlin rolls out NiCE AI across visitor attractions

Visitors should see faster help and fewer repeat calls as Merlin links bookings, support and follow-up across 140 attractions worldwide.

By Sofiah Nichole Salivio • 4 min read • Last month

Software-as-a-Service

Catapult uses AI agents to speed up support worldwide

Support response times have fallen as the sports technology company lets AI triage routine queries for teams across 139 countries.

By Sean Mitchell • 8 min read • Last month

Stories from Other Regions

Customer Satisfaction stories

Generative AI

AI gap widens between bosses & workers, Vertage finds

The survey found many firms have not yet redesigned jobs and delivery models, leaving AI gains unmeasured and workers unconvinced.

By Joseph Gabriel Lagonsin • 4 min read • 3 days ago

Artificial Intelligence

AI adoption outpaces workplace redesign, Vertage warns

Only 15% of enterprises are ready for outcome-based work, as a Vertage survey found AI is outpacing job redesign across large firms.

By Sofiah Nichole Salivio • 4 min read • Last week

Data Analytics

Xero wins Canstar small business award for eighth year

Customer backing for Xero's software stayed strong as it secured Canstar's 2026 small business accounting award in New Zealand for an eighth year.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Customer Experience

Superloop wins Australian Good Design Award for app

The recognition bolsters Superloop's shift to digital self-service, with judges citing lower support demand, clearer workflows and stronger adoption growth.

By Mara Sugue • 4 min read • This month

Digital Transformation

Fareteam targets Great Britain agents after UK growth

British travel agents are driving growth, with UK sales already 27% ahead of last year as long-haul and group bookings climb.

By Mara Sugue • 4 min read • This month

Customer Experience

Ai+ to expand India service network past 1,000 centres

Customer support will become a bigger selling point as the brand adds more than 200 Indian service sites and launches a new assistance app.

By Mara Sugue • 3 min read • This month

Software-as-a-Service

Co-op Live adopts Oracle systems for venue operations

Joined-up software should speed reconciliation and stock control at the 23,500-capacity Manchester arena during peak event rushes.

By Sean Mitchell • 4 min read • Last month

Data Analytics

Zopa launches AI Ask tool for Biscuit account users

The feature could make everyday banking easier by letting Biscuit account holders move money, split bills and pay invoices by voice or text prompts.

By Karen Joy Bacudo • 3 min read • Last month

Customer Experience

2degrees wins Canstar small business telecoms award

Business customers are rewarding simpler billing and support, with 2degrees taking Canstar's small business telecoms prize for a fifth time in six years.

By Joseph Gabriel Lagonsin • 3 min read • Last month