Emotional media headlines about AI replacing the jobs currently done by people may be common but they are not supported by history. Technology and labor markets have been constantly changing since the 19th Century but “we’ve never had a tech revolution where there were fewer jobs at the end of it,” according to Martha Gimbel, …
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 …
Software updates are one of the most valuable customer experience moments that brands keep overlooking. Every update is an opportunity to build or lose trust, but many organisations never test the experience that keeps customers coming back. For digital businesses, updates are one of the few interactions that happen repeatedly throughout the customer relationship. Unlike …
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. …
If there’s one thing I’ve learned over the years, it’s that customer expectations rarely stand still. The last couple of years have been telling. People have grown used to real-time visibility across almost every area of their digital lives. From tracking parcels in real-time, monitoring ride arrivals to the minute, to receiving instant confirmations for everything from food deliveries to bank transfers. Australian Consumers now …
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 …
The enterprise contact centre market is undergoing its biggest structural shift in more than a decade, according to the newly released 2026 APAC Contact Centre CX Platforms with AI Buyers Guide from independent research and advisory firm, CrayonIQ. The report finds organisations are no longer simply selecting contact centre platforms. Instead, procurement is increasingly driven …
Across APAC, most executives I meet have no shortage of ambition. They talk about hyper‑personalisation, omnichannel journeys and AI‑powered service. Yet when you sit with the agents, case workers or relationship managers who are meant to bring that vision to life, a very different reality emerges. The real CX execution gap sits between strategic intent …