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.

Manhattan wins the ABA100 Supply Chain Innovation Award in Australia for its AI-driven, cloud-native Active Warehouse Management platform.

Colonial First State shifts finance and HR to Oracle cloud to streamline operations and boost data-driven decisions on AUD $181 billion assets.

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

Amperity warns identity gaps and flat budgets mean AI-led retail personalisation remains generic, missing high-intent moments for shoppers.

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.

Australian shoppers are deserting online retailers over clunky site search, with many paying more elsewhere for AI‑style, natural language results.

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

AI-powered contextual service is now make-or-break in Australia, with CX leaders warning one unresolved issue can lose a customer forever.

AI and unified commerce will become core to Australian retail by 2026, as rising expectations force investment in real-time systems.

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

Austin Group's new Melbourne distribution centre brings logistics in-house, doubling capacity and hitting a 99.8% DIFOT delivery rate.

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