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 …
On average only 5-7% of customers respond to surveys, and this figure continues to drop. This means over 90% customers are essentially ignored. These are the customers that are likely to churn without ever telling you why. Solving this problem, according to Head of Product, Josh Levin, is one of Cresta AI’s main missions. “Because …
Government agencies face increasing pressure to modernize, driven by citizen expectations for convenience and fast, secure experiences similar to those offered by private companies. However, many state and local organizations still rely on legacy systems that no longer meet today’s demands. This gap often results in slower processing times and limited payment options, frustrating users, …
For years, brands have focused on omnichannel presence, but the arrival of sophisticated Artificial Intelligence is transforming those channels from static touchpoints into a living, breathing ecosystem. In 2026, the brands that thrive won’t just be those that use AI, but those that use it to build deeper, more meaningful connections. The sheer scale of …
The traditional “omnichannel” approach is being replaced by something far more dynamic: a living ecosystem of intelligent, two-way dialogues. As brands move away from simple automation toward sophisticated “digital labour,” the focus has shifted from mere efficiency to deep, trust-based customer connections. To explore how these trends are manifesting in the Australian market, Mark Atterby …
2025 saw a campaign that had some in the Australian marketing fraternity all a-flutter. Bank West is betting on a new platform in market. “Just Enough Bank”. In straight positioning terms, it does appear to tick a few boxes. If we assume there’s good market diagnostics informing the strategy, and we have no reason not …
Organisations have been told that AI is the key to unlocking unparalleled customer experiences. Yet, as we move toward 2026, a significant gap remains between the promise of AI and the reality for consumers. Many businesses are investing heavily in AI, but those investments largely sit behind the scenes, optimising internal processes rather than delivering …
Switching suppliers is becoming less painful and that means local players will need to lift their game and fast. Get them in young and you’ll keep them forever. This has been the prevailing marketing philosophy in the financial services sector for decades and it’s informed the way institutions have engaged with their customers and delivered …