Artificial intelligence hasn’t just improved the customer journey. It has compressed it, fragmented it, and partially handed control to algorithms. Yet while investment surges, results lag. MIT research found that 95% of generative AI pilots have failed to deliver measurable P&L impact. At the same time, Zendesk reports that 83% of consumers believe customer experience …
In the digital economy, customer experience has evolved from a competitive differentiator into a strategic imperative. Boardrooms no longer debate whether CX matters, but how every investment – from product design to cybersecurity – reshapes the customer journey. CX is no longer just a differentiator but the foundation of long-term success. That foundation, however, is …
In the financial services industry, customer obsession is a term often used but rarely mastered. For Annmaree Bell, Zurich’s Chief Customer Officer, it isn’t a corporate buzzword—it’s a philosophy rooted in two decades of leading transformation and a deep-seated passion for the art of storytelling. Since joining Zurich in 2010, Annmaree has championed major organisational …
As digital agents gain the ability to access bank accounts, manage supply chains, and interact with customers, guardrails need to be put in place to ensure safety, compliance, and ethical alignment. Agentic AI focuses on the ability to complete a goal with minimal human intervention. While productive, unconstrained agents pose significant risks, including unpredictable behaviour, …
At 6.47 am, Natalia’s inbox explodes. Tyler, Maya’s AI assistant, wants one ergonomic desk chair with sustainability certifications and machine-readable warranties. A smart city’s building management system needs 200 chairs and API integration for their municipal procurement system. A large multinational’s corporate AI platform invites real-time negotiations for bulk office furniture. Three machine customers. Three …
In the competitive world of Quick Service Restaurants (QSR), the ‘secret sauce’ isn’t always in the kitchen. For El Jannah, the iconic Australian charcoal chicken chain, it’s increasingly found in the cloud. Since launching its AI pilot in September 2025, El Jannah has transformed how it interacts with its community. By integrating Salesforce Agentforce into …
When faced with the critical task of making policy or departmental decisions based on citizen or employee feedback, the default for many government agencies has been to call in the consultants. For decades, the path of least resistance has led to outsourcing the entire process – from data collection to analysis – to external professional …
The intersection of human empathy and machine intelligence is where the future of banking is being written. For Jessica Dawson, NAB’s Head of AI Enablement, this journey started when she worked in a contact centre while she was studying. From managing NPS programs to leading AI strategy at one of Australia’s ‘Big Four’, her career …
In 2026, AI-powered CX will represent a fundamental shift toward agentic systems—intelligent entities capable of reasoning, maintaining long-term memory, and executing complex workflows autonomously. For businesses across Singapore, Australia, Japan, and beyond, the priority has moved from merely automating interactions to orchestrating outcomes that drive measurable loyalty and revenue. Major regional players, such as Singapore’s …
The Australian small and medium business (SMB) sector is entering 2026 facing a paradox. While business owners report high levels of confidence and gold-standard performance, their customers are signaling a different reality. According to the newly released Thryv 2025 Business Index and Consumer Report, a widening “Experience Gap” has emerged. For the modern entrepreneur, simply …