US Senators label Facebook Libra "delusional" and "crazy"
Amazon offers shoppers $14 for browsing histories
Home Affairs could tap telcos for MAC and IP addresses, port numbers
Macquarie Group's telco Nu Mobile reveals its plans
NBN Co shifts IT ops onto ServiceNow
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Qantas opens throttle on 'Voice of the Customer'
Brings all customer feedback instances across airline ops onto single platform.
Jun 14 2019 7:15AM
Telstra confronts "really abysmal" reality of customer gripes
Looks inwards at its own faults.
Jun 13 2019 7:20AM
Optus rethinks how telco customer problems get solved
Tries to avoid customers being on hold or re-explaining issue.
Jun 11 2019 7:15AM
Optus 'concierge' to take grief out of NBN migration
Chases a smoother customer experience.
Jun 6 2019 12:30PM
Nestlé draws consumer consent out from system silos
Global drive to better use available data.
Oct 19 2018 11:57AM
Toll swaps stagnant Siebel for Salesforce
CRM couldn't scale to handle Christmas.
Sep 28 2018 9:12AM
Fisher & Paykel trades SAP for Salesforce
Creates single view of customer to keep in touch across long buying cycles.
Sep 27 2018 1:54AM
BIRRR drawn into NBN customer support role
Asks govt to fund 'hub' to address the need instead.
Aug 6 2018 11:17AM
HSBC Australia avoids customer heat in online banking switch
Multi-year project to personalise outreach.
Jul 6 2018 6:56AM
AGL transforms identity management for self-service
Why customers didn't want to use social logins to authenticate.
May 29 2018 7:01AM
SAP revises pricing after customer crackdown backfires
Addresses fees for automated calls on SAP systems and data.
Apr 11 2018 5:55AM
NBN customers left without internet, phone during transition
Sometimes for weeks.
Mar 15 2018 12:52PM
Jetstar unveils major rewrite of virtual assistant Jess
Takes bots to price guarantee, other business processes.
Feb 13 2018 6:00AM
Telstra to personalise product offers in under a second
Pioneers development of new system.
Jan 17 2018 11:52AM
Tip Top bakes digital into its field force
Shifts conversation into the bread aisle.
Nov 20 2017 6:35AM
Jetstar looks to AI for smarter customer service
Key to standing out from rivals.
Nov 9 2017 6:50AM
NBN Co goes on management hiring spree
Unveils plans to recruit 12 exec and general managers.
Nov 8 2017 6:50AM
Suncorp restructure lands Pip Marlow wider role
Customer and innovation functions combined.
Oct 12 2017 3:35PM
Telstra wants voice-only NBN users back
Reveals mysterious ‘Product Hybrid’.
Sep 12 2017 12:10PM
Ticketek opens its core to reach out to customers
Switches on real-time data streaming.
Sep 12 2017 6:30AM
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