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
AskNicely & JAVLN partner to boost broker retention
The tie-up could help brokers spot at-risk clients earlier by linking service records with real-time feedback before renewals are due.
NZ firms need better systems before scaling AI, Reframr
Only 2% of New Zealand organisations see themselves as AI teamwork leaders, as most spending still favours technology over people.
Westpac New Zealand replaces 26 HR systems with Workday
Westpac says the platform has cut leaders' admin by about two hours a week and improved trust in workforce data, freeing time for customer work.
Revolut appoints first New Zealand chief executive
The move signals a deeper push in New Zealand, where Revolut plans to invest NZD $120 million and add 90 jobs by 2027.
Zebra RFID lifts Spex warehouse picking efficiency 50%
Paper-based dispatch at the New Zealand manufacturer has been replaced with RFID tracking, cutting some picking tasks from 15 minutes to five.
The Innovation That Lounges Really Need
Travellers are increasingly left stranded at busy airports as lounge demand surges, prompting LoungePair to push backup access to restaurants and other amenities.
Analyst Insights
Research and market analysis connected to Customer Experience
Kore.ai launches Autoloop to optimise enterprise AI agents
MSPs expect AI revenue to surge as services mature
Abbyy names Paula Sanders Chief Customer Experience Officer
TP wins Frost & Sullivan Asia-Pacific customer service award
Genesys unveils AI tools to orchestrate customer journeys
Featured News
UST: Businesses must rethink how AI returns are measured
Australian firms risk spending increasing resources on AI pilots that ultimately fail to prove gains in revenue, efficiency or customer service.
Voice AI is bringing the phone call back to business
No story details were provided, leaving readers unable to gauge Twilio's latest move or its impact.
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.
Reviews
Expert Columns
7 Steps to Implement Digital Identity Verification Successfully
AI in Retail is Only as Good as its Data Foundation
Fluent is not factual: Why AI needs verified data in APAC
B2B E-commerce Is Going Digital. Are APAC Businesses Ready?
The next eCommerce interface may not be a screen
The Innovation That Lounges Really Need
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
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Singapore Airlines unveils new amenity kits & sleeper suits
Passengers on flights over six hours will get branded sleepwear and refreshed kits as the carrier sharpens cabin differentiation ahead of 2026.
Attekus adds Fat Zebra payments for councils & venues
Users of Attekus software can now pay for bookings in one checkout, helping councils and venues cut friction for more than 140 organisations.
Luware launches NimbusOne after Microsoft certification
Certified by Microsoft, the new client lets contact centre agents stay in Teams or work in CRM tools, reducing switching and support burdens.
netnumber & Kudosity strike APAC messaging partnership
The deal should help enterprise customers improve message delivery and cut fraud risk as the pair expand across APAC markets.
Juspay revenue rises 30% to USD $75 million in FY26
Core India operations stayed profitable as the payments firm expanded overseas and pushed into AI, even after a USD $10 million net loss.
Insurers race towards autonomous AI, Sapiens survey finds
Two thirds of senior insurance professionals expect AI to become fully autonomous within three years, despite patchy adoption and governance gaps.
Vection signs five-year reciprocal reseller deal with Xerox
Western Europe customers could gain broader access to AI, workflow and XR tools after Vection and Xerox struck a non-exclusive five-year deal.
Thryv urges recognition of women leading tech in SMBs
AI is moving technology decisions into customer and operations roles, giving more women a route to leadership in small businesses.
Gainsight links Salesforce Agentforce & Slack to data
Sales and customer success teams can now see renewal risks and expansion signals in Slack and Salesforce without switching systems.
Amadeus study finds rise in GDS use & AI among agents
Most agents are now relying on GDS tools more often, while AI is becoming a regular part of selling work across regions.
Jabra launches retail headset & cloud management platform
Retailers can now centralise headset fleets across stores as Jabra's new platform aims to cut IT support demands and speed frontline communications.
V2 AI wins AWS agentic AI competency in Asia Pacific
The accreditation could help regulated firms in Asia Pacific choose a partner for deploying agentic AI on AWS with stronger governance and security.
Retail AI leaks sensitive data to unauthorised users
Nearly one in 10 AI security alerts in retail involved systems exposing protected customer data to users without access, research found.
Granicus adds AI analytics to Government Experience Cloud
Agencies using Government Experience Cloud can now spot where residents abandon online services and prioritise fixes using AI-led benchmarks.
Eagle Eye adds Divide By Zero to APAC partner programme
Retailers in Asia-Pacific will gain more choice over loyalty and personalisation systems as Eagle Eye broadens its partner network with Divide By Zero.
TNS launches bring-your-own-app feature for terminals
Unattended operators can now tailor customer screens without shouldering PCI compliance and payment certification on TNS terminals.
Mambu & Mastercard team up on cross-border payments
Banks could add faster, more transparent overseas transfers to digital apps without costly from-scratch integrations under the tie-up.
Terrabank partners TerraPay & Mozrt on global payments
Customers will gain faster, lower-cost cross-border transfers as Terrabank taps TerraPay's network of bank accounts and digital wallets.
Singapore Airlines refreshes in-flight dining across cabins
Passengers in premium cabins will get new tableware, wines and service touches as the carrier expands its menu overhaul across all classes.
Braze launches AI tools & deepens AWS collaboration
Marketers will gain more automated personalisation and compliance checks as the software maker deepens its ties with AWS.
Job Moves
Revolut appoints first New Zealand chief executive
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
