Customer Loyalty Stories

Australian Stories

Customer Loyalty stories

Australians may switch retailers over AI price checks

Retailers face a loyalty test this peak season as 85% of Australians say they would switch if AI finds the same product cheaper elsewhere.

By Sean Mitchell • 4 min read • Yesterday

Digital Transformation

Emotional intelligence key to loyalty as AI spreads

Retailers risk losing loyalty unless they pair faster AI-driven service with empathy, as customers judge brands more on how they feel than speed.

By Sofiah Nichole Salivio • 4 min read • Last week

Disaster Recovery

Payment failures put AUD $3.1 billion retail sales at risk

Shoppers walk away within minutes when card systems fail, with outages now threatening AUD $3.1 billion in annual retail and hospitality sales.

By Karen Joy Bacudo • 4 min read • Last month

Digital Transformation

Returns policy drives Australian fashion shoppers away

More than half of Australian online fashion shoppers have walked away over returns terms, underscoring a costly retention risk for retailers.

By Raphael Veloso • 4 min read • Last month

Global Stories

Customer Loyalty stories

Payment Technologies

iGoDirect Group rebrands as iGo Group after 28 years

Clients across Australia and New Zealand will see no change to services as the business unifies its specialist brands under one parent identity.

By Sofiah Nichole Salivio • 3 min read • 3 days ago

Artificial Intelligence

Australian shoppers threaten boycotts over tighter returns

Four in five shoppers would cut spending or walk away if tighter rules hit frequent returners, a Blue Yonder survey found.

By Karen Joy Bacudo • 5 min read • 4 days ago

Customer Relationship Management

Villeroy & Boch deploys Talkdesk to streamline service

The rollout should cut waiting times and transfers by routing enquiries to the right agent faster across Villeroy & Boch's global service teams.

By Sean Mitchell • 3 min read • 5 days ago

Investment

Norell combines AnyCard, Lifestyle & Savvy under one group

The combination gives the group greater scale across 45 countries as it targets a global gift card market forecast to reach USD $2.2 trillion by 2034.

By Karen Joy Bacudo • 4 min read • This month

Manufacturing

Fujitsu launches retail AI trial for seven Japanese firms

The pilot aims to help retailers turn sales and customer data into faster decisions on stock, layouts and planning, Fujitsu said.

By Mara Sugue • 3 min read • This month

Gaming

Consistent Infosystems takes partners on Georgia trip

More than 90 IT partners and their families were rewarded with a six-day Georgia trip as the firm seeks to strengthen loyalty in India's hardware market.

By Sofiah Nichole Salivio • 4 min read • Last month

eCommerce

Australian shoppers quit brands over returns policies

A survey found 55% of Australian shoppers have walked away from fashion buys over return terms, exposing a gap retailers may be underestimating.

By Raphael Veloso • 4 min read • This month

Data Protection

Moca Chain launches mainnet for digital identity & AI

It aims to cut repeated verification checks and let businesses trust AI agents without collecting the same personal documents from users each time.

By Mara Sugue • 4 min read • This month

Customer Experience

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.

By Joseph Gabriel Lagonsin • 3 min read • Thu, 1st Oct 2026

Digital Transformation

Banking's channel problem is really an accountability problem

Customers are forced to repeat themselves as banks split branch, app and call centre teams, leaving hand-offs poorly owned and journeys broken.

By Peter Kalen • 3 min read • Last month

Digital Transformation

Amazon rivals beauty chains as Australian sales shift online

Marketplaces are now taking as much Australian online beauty revenue as specialist chains, with consumers increasingly shopping through Amazon and social media.

By Raphael Veloso • 4 min read • Last month

Fintech

Asia Pacific firms demand faster cross-border payments

Delayed overseas transfers are costing Asia Pacific firms money and loyalty, as most want near-instant payments but few get them.

By Karen Joy Bacudo • 4 min read • Last month

Stories from Other Regions

Customer Loyalty stories

Customer Relationship Management

Holiday-Ready Retail: 5 Ways to Improve Customer Data Quality

Cleaner customer records can cut undeliverables, reduce wasted marketing spend and help retailers deliver smoother holiday orders and campaigns.

By Greg Brown • 5 min read • 5 days ago

Customer Experience

UK retailers miss key loyalty drivers, study finds

Shoppers are more likely to stay loyal when orders arrive quickly and returns are easy, but many retailers are backing less valued initiatives instead.

By Mara Sugue • 4 min read • Last week