The Ultimate Guide to Customer Experience
A curated Kiwi edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Customer Experience (CX).
What to know about Customer Experience
Customer Experience (CX) encompasses every interaction a customer has with a brand, shaping perceptions, loyalty, and business success. This tag explores the latest trends, technologies, and strategies companies are adopting to enhance the customer journey in a rapidly evolving digital landscape.
Readers will find insights into how businesses worldwide are leveraging AI, automation, real-time data, and omnichannel engagement to meet rising customer expectations. Stories highlight practical applications—from retail and financial services to telecommunications and public sectors—showcasing how CX innovations drive efficiency, personalization, and trust.
Dive into expert analyses, case studies, and reports that reveal common challenges like integrating legacy systems, managing data privacy, and overcoming regulatory hurdles. Learn why blending technology with human empathy is crucial and how emerging tools like chatbots and AI agents are reshaping service paradigms.
Whether you're a business leader looking to boost loyalty and revenue or a professional passionate about the evolving consumer landscape, this collection offers valuable perspectives on delivering meaningful, seamless, and engaging customer experiences today and in the future.
Kiwi Customer Experience News
Regional stories with direct local relevance
FNZ deepens FirstCape partnership with platform shift
The deal gives FirstCape a new platform for its New Zealand wealth businesses, with FNZ taking over build, migration and ongoing operations.
Lotto NZ swaps core gaming systems in EDGE rollout
Thousands of players and retailers now rely on new real-time links after Lotto New Zealand completed an 18-month systems overhaul.
Revolut partners Akahu on open banking credit cards
Borrowers in New Zealand could get quicker credit card approvals as Revolut taps regulated open banking data to replace paperwork with automated checks.
Visa expands agentic commerce testing with NZ banks
Four of New Zealand’s biggest lenders are testing AI-driven payments as Visa moves to safeguard shopping across merchants and platforms.
Lancom joins AWS Anthropic reseller programme for Bedrock
Customers across New Zealand and Australia can now get broader access to Claude models through Lancom, as AI projects shift from trials to live use.
Why local secure access is becoming critical for New Zealand organisations
Local secure access is moving up the agenda as outages, slower performance and data sovereignty concerns reshape how New Zealand firms manage risk.
Analyst Insights
Research and market analysis connected to Customer Experience
Sapiens named in Everest Group's top 50 insurance lists
Cognizant launches Secure AI Services for enterprises
Digitate named a Leader in IDC's AIOps 2026 review
Temenos named Forrester leader in digital banking tech
Amplitude launches AI Assistant for in-product support
Featured News
Telstra launches Adaptive Networks Centre for businesses
Telstra launches Adaptive Networks Centre, giving enterprise customers and partners faster digital quoting, ordering and near real-time control.
Gigs makes APAC splash with promising ShopBack partnership
ShopBack users could soon get easier access to travel connectivity and local mobile plans as Gigs tests its expansion in Asia.
'Self-learning' AI big boon for Qualtrics' CX
Companies using AI for customer experience are cutting churn and lifting revenue, with Qualtrics saying richer feedback can triple insights.
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Trust in enterprise AI is being undermined as Denodo research finds most firms still lack live, context-aware data for production use.
Exclusive: Adobe ANZ chief on AI adoption trends
AI is increasingly moving into live use across Australia and New Zealand, as regulated sectors test deployments while CEOs chase productivity gains.
Exclusive: Google sees success with niche AI playbooks
Enterprises are under pressure to prove AI returns as Google pushes reusable, sector-specific playbooks into production across 19 industries.
Google sees retail success with agentic commerce push
Retailers are using Google’s new AI suite to speed up shopping and support, with Bunnings already live and UCP adoption starting to grow.
Exclusive: How Adobe showcases its innovation engine
Ideas from across Adobe are vetted live at Summit, and some have gone on to become products after further testing and hardening.
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Banks risk wasting AI spending unless they first map how work really flows, as Celonis says process intelligence is becoming phase zero.
Confluent says data streaming will enable faster, better decisions
Confluent says organisations must shift to governed data streaming, with AI agents making millisecond decisions at scale.
Elastic says AI search & context now decide customer loyalty
Elastic argues that in an AI-obsessed market, robust search across messy data is the real foundation of trustworthy, profitable experiences.
Grafana: Turning data chaos into developer efficiency and CFO savings
Grafana leans on AI-powered observability and Adaptive Telemetry to sharpen developer insight while slashing cloud bills by up to 50%.
Guidewire showcases GenAI's capabilities in insurance risks
Guidewire touts 'insurance-grade AI' as it uses generative tools to speed risk, claims and pricing decisions for cautious insurers.
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Smart Communications pursues trusted AI for customers
Smart Communications helps organisations in regulated industries face down communication challenges every day.
Reviews
Expert Columns
AI shopping boom puts checkout under pressure
The 70% problem: Why checkout is still where eCommerce goes to die
How accurate address data powers identity verification
Why frontline mobility is becoming an operational intelligence layer
Turning security into a story: How managed service providers use reporting to drive retention and revenue
Why local secure access is becoming critical for New Zealand organisations
When identity becomes the payment rail
Telcos reshape music streaming for local audiences
Agentic commerce and the evolution of retail purchase behaviour
5 eCommerce trends set to define 2026
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
New Zealand businesses warned over illegal review gating
Pressure from regulators and Google is putting firms at risk of hefty penalties if they screen out unhappy customers before asking for public reviews.
Avanade expands in New Zealand on rising AI demand
More Kiwi firms are moving beyond AI pilots, prompting Avanade to bolster local delivery in New Zealand as demand for implementation grows.
Google adds restaurant bookings to AI Mode in Search
Diners in New Zealand can now skip several booking sites as Search surfaces tables with live availability and links straight to reservations.
New Zealanders fear online fraud & AI-driven scams
Almost nine in 10 New Zealanders worry about online identity theft as Experian says fraud losses and AI scams are climbing.
Genesis Energy completes four-month systems overhaul
Thousands of Genesis Energy customers should see faster billing and better service after a compressed four-month overhaul of core systems.
moomoo boosts New Zealand push with hires, premium tier
moomoo steps up its New Zealand expansion with first local hires, a high-net-worth Priority tier and investor workshops in Auckland.
New Zealand Loyalty Association launches with national study
New Zealand Loyalty Association debuts to unite brands and launches nation's most comprehensive loyalty study ahead of 2026 summit.
NZ small businesses embrace AI but struggle to scale use
Over half of SMEs in New Zealand now use AI, but most still lack training and strategy to turn experiments into real productivity gains.
Auror named Vendor of the Year at NZ Fraud Awards
Auror has been crowned Vendor of the Year at the New Zealand Fraud Awards, capping a run of retail crime prevention honours abroad.
One New Zealand adopts Highlight to boost service visibility
One New Zealand adopts Highlight to give managed network customers clearer, data-driven visibility of performance, capacity and service levels.
Women in transport tech: How diverse teams keep freight moving
Women at MyTrucking are reshaping transport tech, blending empathy with efficiency to keep freight moving in smarter, more human ways.
The Optimisers launches in Auckland to target AI search
Auckland's The Optimisers debuts as a digital agency helping brands win visibility in AI-led search, summaries and autonomous agent results.
CMC Markets marks 20 years of trading in New Zealand
CMC Markets marks 20 years in New Zealand, celebrating tech-led growth, a key ASB Bank partnership and stronger access to global markets.
2degrees, Bunnings team up on tradie telco, energy deals
2degrees and Bunnings Trade join forces to offer PowerPass tradies discounted mobile, broadband and electricity deals across New Zealand.
NZ workers keen on AI but turn to risky shadow tools
New Zealand staff are bullish on AI yet shun employer tools, fuelling risky “shadow AI” use and raising data security concerns.
Vetta Group merges multiple tech brands under single name
New Zealand tech provider Vetta Group is unifying its brands under a single identity by 2026, aiming to streamline customer engagement.
Gallagher Security names Josh Arnold Chief Product Lead
Gallagher Security appoints Josh Arnold as Chief Product Officer to steer global device, platform and service strategy amid rapid AI-led change.
eG Innovations names Joanne Bowey to lead New Zealand
eG Innovations launches in New Zealand, appointing veteran cloud executive Joanne Bowey to drive growth in digital experience monitoring.
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Mastercard tests first AI agent-led payments in NZ
Mastercard and Westpac have trialled New Zealand's first fully authenticated AI agent-led payments for cinema tickets and hotel bookings.
Wellington startup launches Metaport for agency risk
Wellington startup Dcentrica has unveiled Metaport, a platform giving digital agencies real-time visibility of security and maintenance risk.
Job Moves
moomoo boosts New Zealand push with hires, premium tier
Gallagher Security names Josh Arnold Chief Product Lead
eG Innovations names Joanne Bowey to lead New Zealand
Andrew Crawford joins Digital Island as General Manager of Business Development
Tower appoints new technology leaders to drive digital strategy
Merkle Aotearoa names Stéphan Willemse Head of Digital Experience
Atturra rebrands Plan B to expand IT services in New Zealand
Shannon Harris appointed HP New Zealand Managing Director
Kristy Brown appointed as Fusion5 New Zealand CEO
