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
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.
2degrees posts higher revenue & returns to profit
Annual revenue topped NZD $1.46 billion as integration gains and stronger demand across its divisions helped the telco swing back to profit.
GENERAL New Zealand names 2026 partner award winners
Dealer networks remain central to GENERAL New Zealand's market as Absolute Air Conditioning & Refrigeration and Ace Heat Pumps top the 2026 awards.
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.
Analyst Insights
Research and market analysis connected to Customer Experience
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
Claroty named leader & customer favourite by Forrester
Digital Island, RingCentral bring agentic voice AI to NZ
Featured News
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.
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.
Reviews
Expert Columns
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
The Next E-commerce Interface May Not Be a Screen
Why Email and Phone Append Matter for Prescreen Campaigns
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
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.
HCLTech study says wealth managers lag on AI readiness
Despite near-universal AI plans, only 7% of wealth firms are building agentic systems, widening the gap between ambition and execution.
Salesforce expands Live Nation support & Missionforce
Fans will get round-the-clock venue help as the software firm deepens its public sector AI push, with defence revenue up 80% year on year.
TechnologyOne launches AI tools for students & councils
Students, council residents and back-office staff may see faster service as the software group embeds AI into everyday workflows.
Thryv says AI is redefining women’s tech leadership
AI is pushing women in small businesses into technology leadership roles, as Thryv says customer and operations experience now counts more.
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.
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
