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Customer Expectations Stories

Australian Stories

Customer Expectations stories

How CPS 230 will indirectly impact manufacturers through their customers and suppliers
Disaster Recovery

How CPS 230 will indirectly impact manufacturers through their customers and suppliers

Manufacturers supplying banks and other regulated firms face tougher contract demands on resilience, cyber risk and continuity as CPS 230 beds in.

By Adam Bowles • 4 min read • Wed, 26th Aug 2026

Global Stories

Customer Expectations stories

Banking's channel problem is really an accountability problem
Digital Transformation

Banking's channel problem is really an accountability problem

Customers are forced to repeat themselves as banks split branch, app and call centre teams, leaving hand-offs poorly owned and journeys broken.

By Peter Kalen • 3 min read • Last week
Australian consumers ditch AI chats over memory gaps
Customer Relationship Management

Australian consumers ditch AI chats over memory gaps

Nearly seven in 10 Australians walk away from AI service chats when bots fail to recall earlier exchanges, a Twilio survey finds.

By Joseph Gabriel Lagonsin • 3 min read • Last month
UK firms demand more control over data as AI risks rise
Data Protection

UK firms demand more control over data as AI risks rise

AI security fears are prompting UK companies to tighten data controls, with half seeking more oversight of sensitive and strategic information.

By Sofiah Nichole Salivio • 3 min read • Last month
FIS posts record core banking wins at smaller banks
Software-as-a-Service

FIS posts record core banking wins at smaller banks

Smaller lenders are accelerating technology overhauls to curb fraud and improve digital services, driving FIS to a record first-half tally of core wins.

By Karen Joy Bacudo • 4 min read • Last month
AI transforms CX to go beyond the chatbot
Digital Transformation

AI transforms CX to go beyond the chatbot

Consumers now expect faster, more automated support as AI agents handle complex customer journeys, though many firms still struggle to prove ROI.

By Anthony Caruana • 4 min read • Last month
Software sellers lag buyers on self-serve digital sales
Software-as-a-Service

Software sellers lag buyers on self-serve digital sales

Routine software purchases are still bogged down by high-touch sales processes, even though most buyers would happily check out online.

By Karen Joy Bacudo • 4 min read • Last month
Fragmented payment systems are costing your business
Digital Transformation

Fragmented payment systems are costing your business

Reconciliation delays and duplicate admin are draining cash flow as businesses juggle card, wallet and debit payments across separate systems.

By Masseh Haidary • 4 min read • Thu, 27th Aug 2026
NiCE opens ANZ event as contact centres rethink AI
Digital Transformation

NiCE opens ANZ event as contact centres rethink AI

Australian contact centres are replacing early AI tools rather than dropping them, with chatbots still the top investment priority over the next 12 months.

By Mark Tarre • 4 min read • Thu, 27th Aug 2026

Stories from Other Regions

Customer Expectations stories

FedNow cross-border move raises banks' operational strain
Fintech

FedNow cross-border move raises banks' operational strain

Banks face tighter screening and repair windows as the FedNow change speeds only the US leg of international payments.

By Karen Joy Bacudo • 4 min read • Last week
Cambridge Consultants says barriers stifle deep tech
Robotics

Cambridge Consultants says barriers stifle deep tech

Deep tech projects are being slowed by risk-averse governance and short funding horizons, leaving many ideas stuck before commercialisation.

By Sofiah Nichole Salivio • 4 min read • Last month
UK shoppers prefer reliable retail tech over flashy AI
Digital Transformation

UK shoppers prefer reliable retail tech over flashy AI

UK retailers could miss the mark on digital spending, with shoppers valuing reliable basics such as pricing and returns over flashier AI tools.

By Sofiah Nichole Salivio • 3 min read • Last month
Tri City National Bank goes live with Alkami platform
Digital Transformation

Tri City National Bank goes live with Alkami platform

Smaller lenders are turning to unified digital tools as Tri City brings account opening, banking and marketing onto one platform.

By Karen Joy Bacudo • 4 min read • Last month
Aviation communications become vital to supply chains
Space

Aviation communications become vital to supply chains

Airlines need earlier, more reliable updates to plan around late deliveries and repairs as supply chain failures cost at least USD $11 billion.

By Mark Devlin • 5 min read • Last month
Rethinking fleet ownership in a changing business landscape
Customer Experience

Rethinking fleet ownership in a changing business landscape

Rising eCommerce demand and higher vehicle costs are pushing Singapore SMEs to rethink whether owning fleets still makes business sense.

By Alex Lin • 5 min read • Last month
You can't manage what you haven't measured: the execution test for water reform starts now
Digital Transformation

You can't manage what you haven't measured: the execution test for water reform starts now

Households could face higher bills unless new water entities lift delivery from councils' 60 to 80 per cent record and prove their costs.

By Jason Perera • 4 min read • Fri, 28th Aug 2026
Britons factor broadband into home moves, survey finds
Customer Experience

Britons factor broadband into home moves, survey finds

Slow broadband could now rule out a property for nearly a quarter of home movers, as internet access becomes a key deciding factor.

By Sofiah Nichole Salivio • 5 min read • Wed, 26th Aug 2026