Customer Loyalty stories

Women in client leadership are quietly transforming creative-tech partnerships, aligning innovation with trust, governance and measurable growth.

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

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

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

Women leaders in loyalty say real change comes when they're heard, trusted to judge for themselves and freed from systemic barriers.

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.

Connected packaging sheds its fad status as record executive backing, rising budgets and compliance pressures push it firmly into the boardroom.

Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.

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

Retailers risk USD $796bn in losses from returns and shrink in 2025, with omnichannel gaps fuelling preventable fraud and abuse.

Half of fraud chiefs say fast-changing, AI-powered scams are outpacing their defences, forcing a shift to real-time, adaptive protection.

KnowBe4 appoints former DocuSign executive Kelly Morgan as chief customer officer to steer global client strategy amid rising AI security risks.

Australian firms will spend nearly AUD $6.2 billion on cybersecurity in 2025, but partners must tackle shelfware to unlock real value.

AI-referred traffic has surged 632% despite overall web visits slipping and rising acquisition costs squeezing digital marketing returns.

Rising claims, digital demands and real-time payments are reshaping how insurers across Australia and New Zealand collect and pay out.

Wesfarmers is deepening its AI and cloud pact with Microsoft to roll out Copilot tools, agents and data platforms across its retail brands.

Trans-Tasman small firms are upbeat and boosting tech and marketing, yet consumers report patchy service and missing digital basics.

Nebula launches an Impact Rewards scheme that ties partner renewal perks to carbon credits, social housing upgrades and service governance.