Customer Expectations stories

Thryv has rolled out Thryv AI Lead Flow in Australia and New Zealand, aiming to help small businesses capture enquiries, score prospects and automate follow-up.

Thryv says Australian and New Zealand small businesses need tidy websites, consistent listings and fresh reviews to win AI-driven recommendations.

AI shoppers put delivery terms ahead of recommendations, as Ingrid survey finds clear fulfilment info can sway or sink purchases.

Wiise expands partner programme with AI tools in ANZ, as Chief Operating Officer Stephen McNulty backs more standardised ERP delivery for SMBs.

Millennials, Gen Z and Baby Boomers want very different green data, forcing brands to tailor sustainability messaging by age group.

Qualtrics again tops Gartner's 2026 Voice of the Customer rankings, leading on execution, vision and AI-driven experience agents.

Qualtrics named Leader in Gartner Voice of the Customer report, topping rivals for execution and vision as AI reshapes CX platforms.

IAG New Zealand has moved its core Guidewire ClaimCentre system to Guidewire Cloud, aiming to boost claims resilience, scale and updates.

Distributors stockpile more inventory as a Phocas report warns planning gaps and data limits are raising costs and operational complexity.

Autonomous AI 'agentic customers' will upend banking, FICO warns, reshaping pricing, risk and customer ties as USD $3tn value beckons.

ANZ marketers embrace AI to meet soaring demands for real-time, two-way customer conversations, but patchy data and generic campaigns hold them back.

Rockwell finds OEMs shifting focus from peak performance to resilience, recovery speed and built-in cybersecurity amid rising industrial volatility.

Gallagher Security appoints Josh Arnold as Chief Product Officer to steer global device, platform and service strategy amid rapid AI-led change.

New research finds 85% of firms trial AI but only 17% use it daily, with weak knowledge governance blamed for stalled adoption.

AI agents are rapidly transforming sales teams in Australia and New Zealand, slashing grunt work and reshaping how sellers prospect and close deals.

As AI reshapes marketing, leaders say careers will depend less on tactics and more on systems thinking, judgement and commercial clarity.

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

Event planners in Australia and New Zealand face tighter budgets, faster turnarounds and lingering doubts over AI's place in their work.

Ecommpay warns shoppers now have zero tolerance for checkout friction, with failed payments driving cart abandonment and lost revenue.

CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.