Govt funding starts flowing to agencies in real-time
German watchdog chief calls Wirecard scandal a 'massive criminal act'
Social media giants to face same EU hateful content rules as broadcasters
ANZ sees fivefold increase in digital channel use
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Telstra's customer insights function evolves with Agile
Uses new software tools to find insights faster.
Jun 26 2020 12:54PM
Telstra tries to stop customers 'falling through the cracks'
Sets up agent support console with guided paths to resolve issues.
May 14 2020 6:55AM
Optus is bringing onboard 500 new customer care staff
Including 300 who start tomorrow, and 200 more roles on offer.
Mar 26 2020 1:37PM
TPG, Vodafone moving telephone support to remote ops
As Telstra, Optus face issues with Philippines call centres.
Mar 17 2020 11:07AM
ANZ is quietly building a brand new banking platform
Exclusive: Chases tenfold improvement in speed and capability.
Nov 25 2019 7:10AM
NBN Co looks to retain customers and grow their "lifetime value"
Establishes a presence across seven Salesforce clouds.
Nov 21 2019 7:04AM
NBN Co is building a user-facing technical field force
To work "predominantly inside the customer’s premises."
Sep 10 2019 12:42PM
Woolworths' APIs soar above 1000 as digital push booms
Triples number of API devs.
Aug 26 2019 1:00PM
Pega CEO Alan Trefler back in Australia for talks with NAB
Presents roadmap to NAB and other customers.
Aug 21 2019 3:00PM
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
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