For the last year or so, there’s been plenty of discussion around OutcomenBased Pricing (OBP) in CCaaS and CX. Rather than paying for user licences or token usage to add AI capability to existing software systems, organisations are charged based on the results achieved by AI agents. The pricing model has met with significant scepticism. …
Specsavers is a rare creature in the business world. It sits squarely at the intersection where medical eye care meets retail fashion, health funding and digital customer experiences. With a purpose to change lives through better sight and hearing, Specsavers places human clinical care at the heart of its business, using technology and data to …
The enterprise Contact Centre as a Service (CCaaS) market is undergoing its biggest structural shift in more than a decade. For years, traditional vendors have held a grip on customer experience (CX) budgets, charging, per-seat licensing fees for dedicated application suites. That model is now being dismantled. Hyperscalers, Amazon Web Services (AWS), Microsoft, and Google …
TAL have announced the appointment of Alexis Denby as Chief Customer and Health Officer, effective 1 October 2026. The appointment reflects TAL’s ongoing focus on strengthening the connection between customer experience, health outcomes and community confidence. Alexis will lead TAL’s Customer and Health strategy, bringing together customer advocacy, health engagement, customer experience, brand and community …
The contact centre market across the Asia-Pacific (APAC) region is entering a new operational phase. Rapid advances in artificial intelligence (AI), coupled with the expansion of hyperscalers and modern customer experience (CX) platforms, are accelerating a transition away from traditional telephony-first and interactive voice response (IVR) operating models. In their place, organisations are deploying AI-enabled …
As economic volatility pressures Australian households and digital technology reshapes how people shop, traditional loyalty models are facing unprecedented disruption. To unpack what this means for businesses, Mandy Gallie, Head of Sales for Asia Pacific (Vice President) of Customer Acquisition and Engagement at Mastercard, and Rachel Stinear, General Manager – Partnerships & Events at the …
As deepfakes, automated content generation, and algorithmic marketing continue to flood consumer feeds, executive leaders across Australia gathered at Crown Plaza in Surfers Paradise for the 2026 CMO Summit with one core priority on the agenda – Trust. Organised by Marcus Evans, the premier invitation-only forum, held on the 22nd and 23rd July, brought together …
In the past, mention AI to an executive, and they will likely picture a traditional rules-based chatbot or a standard text-completion copilot.The arrival of sophisticated, multi-modal AI frameworks and cognitive computing has shattered those old paradigms, shifting the conversation from simple automation to true operational autonomy. In an insightful industry interview, David Russell, General Manager, …
The traditional blueprint for retail’s golden quarter has officially shattered. For years, eCommerce and retail leaders relied on a predictable cadence, launch promotions early in Q4, cast a wide net with global campaigns, and watch average order values lift bottom-line revenue. Data from Contentsquare’s Peak Season Benchmark Report reveals that consumer behaviour has fundamentally evolved. …
Striking a balance between the continuous pressure for cost efficiency and the undeniable need for empathetic customer care is the defining challenge of 2026. Polling conducted at the Contact Centre Symposium 2026 in May revealed that while AI adoption is accelerating, the friction points are overwhelmingly human and operational rather than purely technological. The poll …