Customer retention stories

Qualtrics named Leader in Gartner Voice of the Customer report, topping rivals for execution and vision as AI reshapes CX platforms.

Zendesk to buy AI agent platform Forethought in its biggest deal in nearly 20 years, betting on self-improving automation in customer service.

Zendesk moves to buy Forethought, betting on agentic AI agents to resolve most customer issues autonomously across platforms and channels.

SIOS Technology nets triple industry honours for leadership, customer success and support as demand for mission-critical resilience grows.

Xero launches AI-driven analytics and cash flow forecasting in ANZ, aiming to help small firms anticipate shocks and plan with richer data.

Elastic argues that in an AI-obsessed market, robust search across messy data is the real foundation of trustworthy, profitable experiences.

Distributors stockpile more inventory as a Phocas report warns planning gaps and data limits are raising costs and operational complexity.

Canary IT warns pharmacies to modernise integrated retail tech and loyalty tools or risk eroding margins amid rising costs and competition.

Australia's ACAM rolls out a first-of-its-kind AI marketing readiness framework, with fashion e-tailer The Iconic as its debut adopter.

Tamr's direct SaaS revenue surges 102% as enterprises embrace AI-driven data mastering to underpin production-ready AI deployments.

In ANZ's booming travel insurance market, slick payments now make or break policy sales, customer loyalty and rapid claim payouts.

Amperity names seasoned SaaS marketer Bridget Perry as CMO to drive global growth and sharpen its AI-focused customer data platform.

Audible rolls out cheaper Standard tier in six countries, offering one audiobook and a curated library as subscribers trim digital spend.

Grafana leans on AI-powered observability and Adaptive Telemetry to sharpen developer insight while slashing cloud bills by up to 50%.

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

Shoddy search tools are driving Australians from favourite online retailers, with 72% abandoning brands and many paying rivals more.

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

myPlates appoints Shikha Thakur Head of Marketing Performance to drive data-led digital growth and transform into a consumer-focused brand.

Customer experience is evolving from ticket-taking to strategic, context-rich advisory, where clear narratives turn raw data into real business value.

Insurers race to clean and connect sprawling customer records into a single AI‑ready view, paving the way for hyper‑personalised cover.