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Customer Expectations stories

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 • Yesterday
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 week
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 week
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 • Last month
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 • Last month
City Chic sees lower returns in Mys Tyler FitCheck
Customer Experience

City Chic sees lower returns in Mys Tyler FitCheck

Returns on City Chic's online sales fell 7.5% in a pilot, suggesting creator-led fit reviews could ease a costly problem for retailers.

By Sofiah Nichole Salivio • 4 min read • Last month
returns experience drives online shoppers away, study finds
Customer Experience

returns experience drives online shoppers away, study finds

Poor returns experiences are pushing 92% of shoppers away, while most also check refund windows before buying, Reveni's study found.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Stories from Other Regions

Customer Expectations stories

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 • This 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 • This 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 • This month
MUFG Pension & Market Services to buy GROW Technology
Fintech

MUFG Pension & Market Services to buy GROW Technology

The deal would broaden MUFG's Australian retirement offering as superannuation funds demand more flexible administration and better data tools.

By Sean Mitchell • 4 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 • Last month
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 • Last month
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 • Last month
Interactive appoints Alfred Flokstra as Account Director
Disaster Recovery

Interactive appoints Alfred Flokstra as Account Director

The hire strengthens the provider's push into regulated finance as banks and insurers face tougher security, resilience and governance demands.

By Sean Mitchell • 4 min read • Last month
Australian shoppers trust AI more than sales staff
Digital Transformation

Australian shoppers trust AI more than sales staff

A survey of 500 consumers found 76% trust AI shopping recommendations as much as, or more than, advice from retail sales staff.

By Karen Joy Bacudo • 4 min read • Last month
blueAPACHE partners with ControlUp on managed services
Software-as-a-Service

blueAPACHE partners with ControlUp on managed services

Mid-market customers in Australia could see faster fixes and fewer tickets as blueAPACHE folds ControlUp ONE into its managed services.

By Sean Mitchell • 4 min read • Last month
Accenture Song finds Kiwi brands still failing promises
Digital Transformation

Accenture Song finds Kiwi brands still failing promises

A new survey suggests customer frustration is nudging more New Zealand shoppers towards AI tools, even as brands struggle to rebuild trust.

By Sean Mitchell • 5 min read • Last month