Customer service is going through one of the most transformative times in history and being turned on its head as organisations look to drive integrated engagement across the customer lifecycle.

​Front-end collaboration with cross-functional partners, closing the feedback data loop and hiring people who want to be customer-led are the keys to successful customer service evolution.

GoGet Carshare has teamed up with Amazon Alexa to enable carshare users with an Alexa-enabled device to book a vehicle by voice. It’s a move GoGet claims is an Australian-first for the car share industry.

Hyundai Motor Company Australia has accelerated its way from ninth to second position in the ranks of Australian automotive companies for service after overhauling its customer experience approach.

Few companies of the digital era are as synonymous with the concept of great customer service as Zappos. Continuing to keep customers happy is a key focus for the group’s head of customer research, Alex Genov, who is speaking at the forthcoming CX Innovation & Tech Fest in Melbourne.

Alibaba Group is powering ahead with a range of AI research and initiatives in a bid to realise its vision: To make it easy to do business everywhere and anywhere.

​Citi’s global head of customer experience, Tanya Smith, has an easy way to tell whether something meets the great experience test or not: You feel better after interacting.

UBank’s CMO says the launch of RoboBrain, a hyper-personalised cognitive assistant, is dramatically improving customer response times and a massive leap forward in the bank’s AI journey.

While many contact centres encourage agents to resolve calls quickly, that’s not really appropriate when your service exists in part to prevent people taking their own lives.

Air Asia will partner with Salesforce as the airline revamps its customer care across eight countries. As part of the revamp, AirAsia will deploy Salesforce Sales Cloud, Service Cloud, Marketing Cloud, and Community Cloud to provide a 360-degree view of customer cases for its service agents.

CX professionals may not like to admit it, but one of the benefits of a low customer satisfaction score is plenty of room for improvement and potential easy wins. But what do you do if your customer satisfaction is already high?

Marks & Spencer has seen overall satisfaction across its stores increase by an average of 23 per cent after rolling out a global customer service listening and insights program internationally.

​If we needed further examples that CX is the key to business success in a hyper-competitive marketplace, Catch Group’s new omni-channel CX approach is paying off with huge gains in both NPS scores and revenue.

More psychologists are now coming the tech space because they're trying to teach machines to become more social and sociable, according to BT’s head of customer insight and futures, Dr Nicola Millard.

Consumers still want the human touch, even in a time of great technological innovation, but they also want choice. So it’s organisations that unite voice with automated experiences across the spectrum of interaction channels that will keep the most customers in the future.

DuluxGroup has become the latest brand to sign on with artificial intelligence sales optimisation vendor, Complexica, in a bid to automate processes for sales staff and provide a more personalised customer experience.

Cloud-based customer service software Freshdesk has created new ‘umbrella brand’, Freshworks, bringing together its growing suite of business software designed to help companies better engage and communicate with their customers and employees.

New research shows heavy handed marketing tactics and irresponsible data are amongst the top ways to annoy Aussie customers, so what do they really want?

Three quarters of Australians prefer interacting with customer service bots to achieve simple tasks, a new report from LivePerson revealed.

Bingle, created by Suncorp to meet the customer service demands for an online-only digital brand, has transformed into a largely self-service business after implementing a new customer service management technology aimed at achieving ‘zero cries for help’.

United Airlines has announced it has scrapped its plans to make CEO Oscar Munoz chairman in 2018, following the infamous forcible removal of a passenger that made global headlines as an epic customer service disaster.