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Banking's channel problem is really an accountability problem
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
New Zealand digital government score rises as AI test looms
Digital Transformation

New Zealand digital government score rises as AI test looms

AI search could expose weaknesses in New Zealand public services, even as the country's digital government score climbed to 68.8.

By Sean Mitchell • 4 min read • Last month
Merlin rolls out NiCE CXone across 140 attractions
Software-as-a-Service

Merlin rolls out NiCE CXone across 140 attractions

Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.

By Sean Mitchell • 4 min read • Last month
Airties launches Aura AI engine for telecoms support
Data Analytics

Airties launches Aura AI engine for telecoms support

Turknet is first to use the system as operators seek to cut support costs, reduce engineer visits and fix broadband faults faster.

By Joseph Gabriel Lagonsin • 5 min read • Last month
PCI Pal launches MCP server for secure AI payments
Data Protection

PCI Pal launches MCP server for secure AI payments

Banks and contact centres can now let AI agents take payments without exposing card data, while keeping PCI-DSS controls intact.

By Karen Joy Bacudo • 3 min read • Last month
Software sellers lag buyers on self-serve digital sales
Software-as-a-Service

Software sellers lag buyers on self-serve digital sales

Routine software purchases are still bogged down by high-touch sales processes, even though most buyers would happily check out online.

By Karen Joy Bacudo • 4 min read • Last month
Infobip WhatsApp assistant cuts Overseas Express queries
Network Infrastructure

Infobip WhatsApp assistant cuts Overseas Express queries

Routine parcel-status checks are shifting to WhatsApp, easing pressure on support teams as Overseas Express cuts enquiries by more than 60%.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 28th Aug 2026
Google buys Spirit data for AI training, say executives
Data Protection

Google buys Spirit data for AI training, say executives

The sale has spotlighted a new class of AI training assets, with customer-service records now valued at more than USD $10 million.

By Mark Tarre • 5 min read • Mon, 24th Aug 2026
8x8 expands AI tools across business beyond contact centre
Unified Communications

8x8 expands AI tools across business beyond contact centre

The move aims to help firms scale AI beyond siloed contact centres, as most organisations still struggle to deploy it across the enterprise.

By Joseph Gabriel Lagonsin • 4 min read • Sat, 1st Aug 2026

Stories from Other Regions

Self-service stories

Backbase launches conversational banking for banks
Risk & Compliance

Backbase launches conversational banking for banks

Banks using the new software can resolve routine requests in chat or by voice, while keeping tighter control over approvals and audits.

By Karen Joy Bacudo • 4 min read • Last week
Air IT launches AI services to close SME decision gap
Digital Transformation

Air IT launches AI services to close SME decision gap

The new offer is aimed at helping smaller firms turn scattered AI trials into governed projects with measurable business value.

By Joseph Gabriel Lagonsin • 5 min read • This month
Bristol NHS Foundation Trust launches first LocalNHS site
Digital Transformation

Bristol NHS Foundation Trust launches first LocalNHS site

Patients could see faster, more consistent NHS web updates as Bristol's new platform aims to cut duplicated digital work across trusts.

By Sofiah Nichole Salivio • 4 min read • Last month
2degrees wins Canstar small business telecoms award
Customer Experience

2degrees wins Canstar small business telecoms award

Business customers are rewarding simpler billing and support, with 2degrees taking Canstar's small business telecoms prize for a fifth time in six years.

By Joseph Gabriel Lagonsin • 3 min read • Last month
NZ CIO of the Year 2026 - Tighe Wall on trust, culture and the cost of holding to strategy
Digital Transformation

NZ CIO of the Year 2026 - Tighe Wall on trust, culture and the cost of holding to strategy

Trust and culture, not technology, powered Contact Energy's transformation, delivering a 30% cost-to-serve cut and 100,000 new customers.

By Mark Tarre • 3 min read • Thu, 27th Aug 2026
Passenger Terminal Expo Asia to debut in Singapore
Smart Cities

Passenger Terminal Expo Asia to debut in Singapore

Airports across Asia and the Middle East are facing a sustained spending cycle as passenger numbers rise and capacity pressures mount.

By Mark Tarre • 4 min read • Mon, 24th Aug 2026
Accenture Song finds Kiwi brands still failing promises
Digital Transformation

Accenture Song finds Kiwi brands still failing promises

A new survey suggests customer frustration is nudging more New Zealand shoppers towards AI tools, even as brands struggle to rebuild trust.

By Sean Mitchell • 5 min read • Tue, 18th Aug 2026
Verifone brings biometric payment devices to Australia
Data Protection

Verifone brings biometric payment devices to Australia

Australian shoppers will soon be able to verify payments with a face or palm as merchants trial optional biometrics alongside cards, phones and PINs.

By Karen Joy Bacudo • 4 min read • Thu, 13th Aug 2026