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
FNZ and FirstCape expand New Zealand tie-up as the wealth group becomes an early user of FNZ Select for platform migration.
Lotto NZ swaps core gaming systems in EDGE rollout
Lotto NZ launches nationwide technology revamp, linking retail terminals, apps and analytics systems as it readies Project Frontier for new customer features.
Revolut partners Akahu on open banking credit cards
Revolut and Akahu to use New Zealand's open banking rails for real-time credit card checks, speeding approvals and cutting paperwork.
Visa expands agentic commerce testing with NZ banks
Visa brings major New Zealand banks into programme testing AI-led payments, aiming to support secure agent-driven transactions across platforms.
Lancom joins AWS Anthropic reseller programme for Bedrock
Lancom gains AWS Anthropic reseller status to help customers deploy Claude models through Amazon Bedrock with stronger security and compliance controls.
Why local secure access is becoming critical for New Zealand organisations
Fortinet expands Auckland secure access footprint as New Zealand firms put resilience, performance and data sovereignty at the heart of digital operations.
Analyst Insights
Research and market analysis connected to Customer Experience
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
Amplitude launches AI assistant for in-product support
Extreme says Platform ONE cuts network costs by 32%
Featured News
'Self-learning' AI big boon for Qualtrics' CX
Qualtrics says AI is helping businesses cut churn, boost revenue and uncover richer customer feedback by analysing calls and surveys.
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Denodo's Dominic Sartorio warns businesses accelerating artificial intelligence deployments that cloud migrations alone do not make data ready for real-time AI.
Exclusive: Adobe ANZ chief on AI adoption trends
Adobe ANZ chief says AI is moving into production as customers in regulated sectors balance caution with rapid deployment and productivity gains.
Exclusive: Google sees success with niche AI playbooks
Google is tailoring AI playbooks for 19 industries as enterprises shift from pilots to production, with faster rollouts and ROI now the focus.
Google sees retail success with agentic commerce push
Google's Gemini enterprise suite is live in retail at Bunnings, uniting search, service and sales with AI agents and UCP support.
Exclusive: How Adobe showcases its innovation engine
Adobe's Sneaks programme puts early-stage ideas on stage, with Principal Evangelist Eric Matisoff saying the live format can help concepts evolve into products.
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Banks are slowing AI rollouts as they prioritise process visibility, with Celonis arguing execution depends on understanding how work flows today.
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
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
Pivoting marketing strategy in the face of a recession
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
New Zealand businesses warned over illegal review gating
New Zealand firms face escalating legal and platform scrutiny over review gating, as Storm IMC warns the tactic may breach the Fair Trading Act.
Avanade expands in New Zealand on rising AI demand
Avanade steps up New Zealand presence as businesses move from AI pilots to full-scale delivery and local partners race to meet demand.
Google adds restaurant bookings to AI Mode in Search
Google adds restaurant bookings to AI Mode in Search for New Zealand users, linking diners to live table availability from OpenTable and Wowapps.
New Zealanders fear online fraud & AI-driven scams
New Zealanders fear online fraud as Experian survey finds rising scams, with identity theft and AI-driven attacks among the top concerns.
Genesis Energy completes four-month systems overhaul
Genesis Energy and Adaptiv deliver four-month overhaul of billing, service and finance systems, cutting complexity for 500,000 New Zealand customers.
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
