Stories by Richard Lundgren
Behind the bots: Rebuilding agent trust in the age of AI
2 days ago
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cx
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martech
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ai
Contact centres in Australia and New Zealand embrace AI for efficiency but face challenges in rebuilding trust and support for human agents amid rising job anxieties.
Blending efficiency with empathy - how to strategise for AI success
Last month
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uc
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cx
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martech
Almost all contact centres now use AI, but success hinges on blending technology with human skills to tackle complex, emotional customer needs effectively.
The AI tipping point: How contact centres in ANZ are reinventing CX
Tue, 27th May 2025
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data analytics
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digital transformation
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cx
AI is transforming contact centres in Australia and New Zealand, with 98% adopting it, but human skills and trust remain crucial for success.