Customer Satisfaction stories

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

Australian shoppers are deserting online retailers over clunky site search, with many paying more elsewhere for AI‑style, natural language results.

Infovista launches VistaOne platform to fuse network and customer experience data, using agentic AI to speed decisions and cut operating costs.

OutSystems launches Elevate partner programme, tying rewards to AI skills, customer outcomes and market impact via a new Earned Level model.

Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.

OutSystems debuts Elevate partner scheme, tying rewards to AI credentials, delivery outcomes and customer satisfaction metrics.

TMF reports GBP £32 million margin boost after deploying Enate's orchestration platform to streamline services and expand automation.

Lamipak is deploying Blue Yonder's network and command centre to unify its global supply chain, boosting visibility and resilience.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

8x8 debuts Smart Assist, embedding real-time AI guidance and automated summaries into its contact centre workspace to speed agent workflows.

G2's 2026 Best Software Awards show buyer loyalties shifting fast, with 47% new top products and a major shake-up in global rankings.

MYOB links its CX platform with Customer Science analytics, automating reporting and lifting contact centre satisfaction and resolution rates.

One Identity appoints Michael Henricks as combined finance and operations chief to steer scaling identity security business growth.

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

Australian firms will spend nearly AUD $6.2 billion on cybersecurity in 2025, but partners must tackle shelfware to unlock real value.

Australian midsize law firms double down on client care and incremental growth as AI use goes mainstream amid workload and talent strains.

Rising claims, digital demands and real-time payments are reshaping how insurers across Australia and New Zealand collect and pay out.

Samsung has reclaimed top spot in Canstar Blue's 2026 smartphone satisfaction rankings, as cost-conscious Australians prioritise value.

Superloop has retained its crown as Australia's fastest fixed network, winning Ookla's Speedtest award for the second half of 2025.

Address validation on Shopify cuts failed deliveries, trims shipping costs and boosts loyalty by ensuring accurate, standardised customer data.