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How social advertising is becoming a source of customer intelligence
Data Protection

How social advertising is becoming a source of customer intelligence

Real-time audience data from Facebook and Instagram is helping firms spot changing preferences and steer marketing, service and product decisions.

By Mark Tarre • 5 min read • Last week
Infosys signs 10-year deal to overhaul Crocs systems
Digital Transformation

Infosys signs 10-year deal to overhaul Crocs systems

The 10-year programme should help Crocs cut costs, standardise operations and improve decision-making as retail margins stay under pressure.

By Mark Tarre • 4 min read • Last week
Why does the channel need to turn partner feedback into strategy?
Customer Experience

Why does the channel need to turn partner feedback into strategy?

Structured feedback can help firms spot shifting demand sooner and steer product, messaging and investment away from guesswork.

By Will Morey • 4 min read • This month
Clients back AI in accounting but demand transparency
Digital Transformation

Clients back AI in accounting but demand transparency

Transparency is becoming a bigger test for accountants as most clients back AI, but only if firms explain where it is used.

By Sean Mitchell • 4 min read • Last month
Zebra study links AI to frontline productivity gains
Manufacturing

Zebra study links AI to frontline productivity gains

Frontline modernisation with AI is delivering productivity, profit and retention gains as manufacturers and logisticians target specific workflows.

By Mark Tarre • 4 min read • Last month
Allianz Partners teams up with Travelgoogoo on eSIMs
Customer Experience

Allianz Partners teams up with Travelgoogoo on eSIMs

Travellers buying selected Asia Pacific policies will get eSIM access and a 1GB starter pack for a limited period, cutting roaming costs.

By Sean Mitchell • 4 min read • Last month
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
Software-as-a-Service

Amperity's CMO reveals how continuous decisioning fuels loyalty innovation

Retailers risk losing loyalty when AI acts on fragmented data, as shoppers now expect instant, relevant responses to every signal.

By Bridget Perry • 4 min read • Last month
Australia & New Zealand lead in agentic AI adoption
Digital Transformation

Australia & New Zealand lead in agentic AI adoption

Consumers in Australia and New Zealand are facing longer waits and repeated handovers as companies rush to deploy agentic AI, Genesys found.

By Mark Tarre • 4 min read • Last month

Stories from Other Regions

Customer Expectations stories

Shoppers say stores lag AI-speed expectations in survey
Customer Experience

Shoppers say stores lag AI-speed expectations in survey

Younger shoppers are driving concern that physical stores cannot match the real-time service and stock management now expected online.

By Joseph Gabriel Lagonsin • 3 min read • Last month
AI lifts UK shopping expectations but delivery lags
Customer Experience

AI lifts UK shopping expectations but delivery lags

Only 7% of shoppers said fast delivery promises are consistently met, even as AI is widening the pool of brands UK consumers will consider.

By Joseph Gabriel Lagonsin • 4 min read • Last month
AI could add AUD $4.8bn to small accounting sector
Digital Transformation

AI could add AUD $4.8bn to small accounting sector

Labour shortages and rising client demands could be eased if more firms adopt AI, MYOB says, boosting annual revenue by AUD $4.8 billion.

By Karen Joy Bacudo • 5 min read • Last month
Australian customer service still leans on phone calls
Digital Transformation

Australian customer service still leans on phone calls

Longer waits and higher costs are weighing on Australian contact centres as most customer queries still arrive by phone, research shows.

By Sean Mitchell • 4 min read • Last month
Eltropy summit to gather credit union leaders in Monterey
Digital Transformation

Eltropy summit to gather credit union leaders in Monterey

More than 90 credit union and community bank executives will discuss economy, AI and growth at Eltropy's invitation-only summit in Monterey.

By Karen Joy Bacudo • 3 min read • Last month
Diamond says in-house fulfilment can cost brands GBP £5m
Customer Experience

Diamond says in-house fulfilment can cost brands GBP £5m

Growing eCommerce brands could face GBP £5.3 million in five-year fulfilment bills if they run their own warehouse, Diamond says.

By Karen Joy Bacudo • 5 min read • Last month
Payments NZ chief calls for stronger interoperability
Fintech

Payments NZ chief calls for stronger interoperability

New Zealand's payments system could face disruption unless banks and providers agree common standards, Steve Wiggins said.

By Mark Tarre • 3 min read • Last month
Logile launches simulator to cut retailer labour costs
Software-as-a-Service

Logile launches simulator to cut retailer labour costs

Retailers under margin pressure can now test staffing and opening-hours decisions before budgets are set, using Logile's new simulator.

By Sean Mitchell • 4 min read • Last month
UK accountants could add GBP £463,000 from clients
Data Analytics

UK accountants could add GBP £463,000 from clients

Existing client relationships could be worth far more as UK firms miss demand for extra advice and support, Ravical found.

By Karen Joy Bacudo • 4 min read • Last month
Atlantic FCU cuts loan opening to six minutes with MANTL
Digital Transformation

Atlantic FCU cuts loan opening to six minutes with MANTL

Borrowers at the New Jersey credit union can now open consumer loans in six minutes, after automation removed days of manual paperwork.

By Karen Joy Bacudo • 4 min read • Last month