National Australia Bank is using artificial intelligence to speed up the handling of customer complaints by directing emails straight to the right desk instead of giving them the run-around as human workers may do. This article was originally written by Shreyas Tanna and published by The Wire News Now on September 11, 2019.
Non-NBN fixed broadband services saw a 62% increase in complaints for the last quarter of 2018. This article was originally written by Chris Duckett and published by ZDNet on July 10, 2019.
The Australian Communications and Media Authority (ACMA) has set its sights once again on telcos that don’t have an appropriate complaints-handling process. This article was originally written by Brendon Foye and published on CRN on 18 July 2019.
In case you haven’t noticed, it’s a tough climate for building brand loyalty in the financial industry these days. Emerging technologies and shifting paradigms are changing the way people bank—and consumers may be more interested in these conveniences and less interested in the companies that provide them. This article was originally written by Hillary Kelbick and published by the ABA Banking Jorunal on 26 June 2019.