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Customer Centricity stories

Humanising technology: Why empathy is one of tech's most important leadership skills
Digital Transformation

Humanising technology: Why empathy is one of tech's most important leadership skills

As innovation accelerates, tech leaders say empathy and human insight now rival engineering prowess in driving meaningful impact.

By Sara Perez • 5 min read • Wed, 4th Mar 2026
Why diverse SaaS leadership must be a board priority
Digital Transformation

Why diverse SaaS leadership must be a board priority

Homogeneous leadership in SaaS is more than a cultural concern; it is a strategic risk that stifles innovation, resilience and commercial performance.

By Anwen Robinson • 4 min read • Wed, 4th Mar 2026
Beyond the dashboard: Why context and clarity are the future of customer experience
Digital Transformation

Beyond the dashboard: Why context and clarity are the future of customer experience

Customer experience is evolving from ticket-taking to strategic, context-rich advisory, where clear narratives turn raw data into real business value.

By Isabella Benzie • 3 min read • Wed, 4th Mar 2026
All you need is intention: Creating purpose in product management
Digital Transformation

All you need is intention: Creating purpose in product management

As AI reshapes work, product managers must lead with human intention, turning clear purpose into products that truly serve people.

By Heidi Kay Carson • 3 min read • Tue, 3rd Mar 2026
How insurance providers are making their customer data AI ready
Data Analytics

How insurance providers are making their customer data AI ready

Insurers race to clean and connect sprawling customer records into a single AI‑ready view, paving the way for hyper‑personalised cover.

By Helen Richardson • 5 min read • Fri, 27th Feb 2026
Zoho marks 30 years as paying customer base tops 1m
Software-as-a-Service

Zoho marks 30 years as paying customer base tops 1m

Zoho hits 1m paying customers and 150m users worldwide as the 30-year-old software group posts 2025 growth in clients and revenue.

By Sofiah Nichole Salivio • 5 min read • Thu, 19th Feb 2026
Siemens' Nanjing plant named WEF Global Lighthouse
Digital Transformation

Siemens' Nanjing plant named WEF Global Lighthouse

Siemens' “digital-native” Nanjing plant joins the World Economic Forum's Global Lighthouse Network for AI-driven productivity gains.

By Mark Tarre • 3 min read • Fri, 16th Jan 2026
Zendesk flags APAC demand for transparent, smarter AI CX
Data Analytics

Zendesk flags APAC demand for transparent, smarter AI CX

Zendesk warns APAC brands that rising CX expectations demand transparent, context-rich AI that resolves issues instantly or risks churn.

By Shannon Williams • 5 min read • Tue, 13th Jan 2026
Driving outstanding customer experience with customer centricity and supportive technology
Data Analytics

Driving outstanding customer experience with customer centricity and supportive technology

Businesses must blend human interaction with digital innovation to deliver personalised, customer-first experiences that build trust and simplify processes.

By Andrew Borthwick • 4 min read • Thu, 20th Nov 2025
IAG partners with Adobe to personalise insurance customer journeys
Data Analytics

IAG partners with Adobe to personalise insurance customer journeys

Insurance Australia Group teams up with Adobe to use AI for personalised, seamless customer experiences across its retail insurance brands.

By Melania Watson • 3 min read • Thu, 23rd Oct 2025
Calabrio appoints Frank Ciccone as new Chief Revenue Officer
Unified Communications

Calabrio appoints Frank Ciccone as new Chief Revenue Officer

Calabrio appoints Frank Ciccone as Chief Revenue Officer to spearhead global sales and growth in customer experience sector.

By Jed Nykolle Harme • 2 min read • Tue, 6th May 2025

Stories from Other Regions

Customer Centricity stories

Bridging the gap between business and tech: the empathy advantage in digital delivery
DevOps

Bridging the gap between business and tech: the empathy advantage in digital delivery

Empathy, not just agile tools, is emerging as the missing link between business strategy and tech delivery in digital transformation.

By Nikki Forsyth • 5 min read • Wed, 4th Mar 2026
Kinetic IT appoints Jacqui Adams to lead digital transformation drive
Digital Transformation

Kinetic IT appoints Jacqui Adams to lead digital transformation drive

Kinetic IT has appointed Jacqui Adams to lead its digital transformation, enhancing national tech services and delivery models across Australia.

By Melvin Hipolito • 3 min read • Tue, 2nd Dec 2025
Viva Energy selects Blue Yonder for OTR's AI retail overhaul
Digital Transformation

Viva Energy selects Blue Yonder for OTR's AI retail overhaul

Viva Energy Australia has chosen Blue Yonder to deliver AI-driven solutions, revamping OTR Group's convenience stores for improved inventory and customer experience.

By Melvin Hipolito • 3 min read • Thu, 25th Sep 2025
Two decades, two milestones: Celebrating 20 years of bizhub and shaping the print industry
Digital Transformation

Two decades, two milestones: Celebrating 20 years of bizhub and shaping the print industry

Konica Minolta Australia celebrates 20 years of bizhub, marking two decades of innovation shaping print and document management technology.

By Dean Hosking • 5 min read • Thu, 18th Sep 2025
Techcombank leads Vietnam with record brand equity & awards
Customer Experience

Techcombank leads Vietnam with record brand equity & awards

Techcombank tops Vietnam's banking sector with record Brand Equity Index scores and wins three Asia-Pacific Stevie Awards for innovation and marketing excellence.

By Kaleah Salmon • 4 min read • Wed, 18th Jun 2025
Qualtrics helps Asia Pacific firms boost customer experience
Digital Transformation

Qualtrics helps Asia Pacific firms boost customer experience

Qualtrics is aiding Asia Pacific firms like CBA and MSB to enhance customer loyalty and engagement through advanced feedback and AI-driven insights.

By Melania Watson • 3 min read • Wed, 28th May 2025
Australian banks prioritise digital overhaul to meet demands
Digital Transformation

Australian banks prioritise digital overhaul to meet demands

Australian banks are prioritising customer experience improvements amid digital transformation struggles caused by data issues, legacy systems and shifting consumer demands.

By Sean Mitchell • 3 min read • Tue, 13th May 2025