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
Ingram Micro names Becs Paterson to New Zealand role
Her outside-industry experience is expected to help Ingram Micro sharpen partner sales and growth as New Zealand resellers face shifting demand.
New Zealand firms split on AI as strategy gap widens
Only 15% of New Zealand businesses have an AI strategy, leaving most unable to measure returns or prepare for the next wave of tools.
2degrees returns to pre-tax profit after merger push
The telecoms group's annual revenue climbed 5.5% to USD $1.46 billion as integration costs eased and enterprise wins lifted growth.
City Rail Link boosts Auckland rail patronage to seven-year high
Passenger numbers on Auckland's network have surged back to 2019 levels as the new City Rail Link draws riders back after years of disruption.
Westpac approved to issue digital IDs
Business customers will soon be able to share bank details with fewer fraud risks, after the bank became the first in New Zealand cleared to issue digital IDs.
Westpac first New Zealand bank to issue digital ID
Business customers can now verify bank account details faster and with less fraud risk as digital credentials debut through Govt.nz's app wallet.
Analyst Insights
Research and market analysis connected to Customer Experience
TP wins Frost & Sullivan Asia-Pacific customer service award
Genesys unveils AI tools to orchestrate customer journeys
Claroty named leader & customer favourite by Forrester
Digital Island, RingCentral bring agentic voice AI to NZ
Certinia study finds integration key to AI success
Featured News
Why businesses need more than technology to scale AI
Only 19 per cent of enterprise AI use cases hit most or all goals, as Infosys urges firms to pair technology with data, training and governance.
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.
Datadog targets enterprise risk with AI and automation
Australian enterprises are under pressure to tame AI-driven complexity, compliance risk and rising technology costs as Datadog broadens its platform.
Customers at the centre of Adobe's new AI evangelist role
Adobe is using the post to help customers navigate AI adoption while feeding regional priorities back into its global product strategy.
Zendesk's outcome-based pricing balances AI with human touch
Businesses will pay only for closed support cases under Zendesk's new model, as the software group ties AI automation to human fallback.
SAS Innovate: New era of scams requires novel solutions
Australians are losing billions as AI-driven fraud pushes banks, telcos and platforms to share scam data faster and stop payments earlier.
Fresh perspective: New Gentrack CTO on AI-driven utility future
AI tools could cut utility costs and reduce customer friction as Gentrack's new Chief Technology Officer pushes a more proactive service model.
Archaic payment processes costing SMEs time and money
Australian SMEs are missing working capital gains as manual invoicing and EFTs leave payments slower and less secure.
Marketers turn to AI as personalisation revolution arrives
Australian marketers are turning to agentic AI to keep pace with fragmented customer journeys and rising demand for personalised content.
Reviews
Expert Columns
How multi-shopper AI is transforming retail store operations
Are you still panning? There is a better way to extract mainframe gold
Why trusted 'Customer Context' is critical in the agentic AI era
How One NZ cut provisioning time from 10 days to 10 minutes using AI
The Next E-commerce Interface May Not Be a Screen
Why Email and Phone Append Matter for Prescreen Campaigns
When IT fails in manufacturing, the whole supply chain pays
6 Industries that need address verification
Aviation communications become vital to supply chains
The importance of data enrichment in financial services
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
HCS launches 24/7 managed services with €1.45m investment
Customers facing outages and cyber threats will get round-the-clock monitoring as HCS expands support across Ireland and New Zealand.
Tech Race Summit explores personalisation, AI and cybersecurity
AI and personalisation are reshaping Softswiss's product, engineering and security priorities as the group warns of higher cyber risk and tighter data demands.
Ray White upgrades contact centre with AI oversight
Supervisors can now target call reviews and coaching more quickly as the 110-agent unit adds transcripts, scorecards and compliance tools.
Manhattan Associates launches tiered Editions for software
Growing retailers can now adopt Manhattan's supply chain software in stages, avoiding costly reimplementation as needs expand.
Exabeam channel-first push lifts partner-led pipeline
Partner-led sales now account for Exabeam's highest-volume pipeline source, as new-logo business surged 138% above plan in the first half.
Datadog launches tools to monitor & test user journeys
The new tools aim to help teams spot when customers fail to complete checkout, sign-in or onboarding, despite healthy system metrics.
Qualtrics launches Healthcare XM with Press Ganey data
Healthcare systems will be able to use patient and workforce data to predict risks and trigger action as Qualtrics rolls out the product in 2027.
Slimstock & Thomax team up on supply chain software
The tie-up aims to cut fulfilment delays for retailers and logistics firms by linking inventory forecasts with warehouse and transport systems.
UiPath names 2026 partner awards winners across sectors
UiPath's partner network spans 30 countries and 250 use cases, signalling growing demand for automation projects across industries.
Retailers boost video & AI as visual commerce grows
Retailers are using AI to handle booming video, social commerce and user-generated content as operational strains mount across channels.
DXC names three winners of 2026 insurance invitational
Insurers in Australia and New Zealand may gain tools for fraud checks, customer communication and injury recovery after DXC picked three startups.
Al-Futtaim picks Juspay for 50-brand payments rollout
Customers across 50 brands in 12 markets will get a single checkout layer, as Al-Futtaim seeks fewer failed payments and easier reporting.
Manhattan launches tiered Editions for growing firms
Growing firms will be able to add supply chain functions without reimplementation, as Manhattan's tiered software model targets easier scaling.
VNPT picks RADCOM for roaming assurance in Vietnam
The switch should give the state-owned carrier faster roaming fault detection and better visibility for its 30 million subscribers.
Ayla launches Dealer Hub for connected device networks
Manufacturers can now monitor dealer-installed devices across sites, aiming to cut service delays and spot faults before customers complain.
AsiaPay launches tokenisation service for Asia-Pacific
Merchants across 12 Asian markets can now use a single interface to cut checkout friction and fraud exposure on card payments.
CMOs & CIOs split over AI decision-making at firms
Shared AI projects are stalling as marketers and technologists dispute control, with most CIOs claiming the final say on CMS and DXP choices.
Visa finds Asia Pacific digital remittances rise unevenly
Uneven uptake leaves Japan lagging, as fraud fears and AI scam worries reshape how families send and receive money across Asia Pacific.
Asia, Middle East airports face USD $240 billion buildout
Airports across the two regions must balance new capacity with live operations, labour shortages and cyber risks as spending accelerates.
Forrester urges firms to prioritise practical AI governance
Enterprises face mounting risks from AI outages and hidden governance costs as Forrester says day-to-day operational needs now outrank frontier fears.
Job Moves
Ingram Micro names Becs Paterson to New Zealand role
Trade Me appoints Kul Singh Kargil as Chief Executive
Dentsu Aotearoa launches technology practice with Knox
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
