Customer Loyalty stories

EY launches Studio+, combining design, sales, marketing, and AI expertise to help businesses transform customer experiences and drive growth amid digital shifts.

Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.

AI personalisation boosts customer spend by 75%, yet only 15% of consumers fully trust brands with their personal data, says Twilio report.

HCLSoftware launches HCL Unica+, an AI-first MarTech platform designed to build trust and loyalty amid rising digital marketing challenges.

Technical debt and legacy systems stall tech modernisation at global firms, with 68% citing them as barriers to adopting AI and newer technologies.

Un-marketing offers a fresh take on personalized marketing, prioritising ethical data use, innovation, and genuine connections to rebuild consumer trust and loyalty.

Only 7% of Australian executives aim to lead in AI adoption for customer experience, risking falling behind in a $2 trillion AUD market, says Qualtrics.

Qualtrics is aiding Asia Pacific firms like CBA and MSB to enhance customer loyalty and engagement through advanced feedback and AI-driven insights.

The global SaaS market is set to reach USD $299 billion this year, driving fierce competition and making customer retention key to reducing churn rates.

Z Energy has launched Z Rewards, a loyalty programme offering points on fuel, food and EV charging, redeemable for in-store treats via the Z App.

Click Frenzy offers retailers vital insights beyond a sales spike, enabling optimisation of delivery, logistics, and customer experience for peak season success.

Research by Amplitude shows 58% of UK consumers abandon brands after app glitches, prioritising seamless functionality over sleek design to keep loyalty.

Australian online shoppers now prioritise product range, convenience, and trust over low prices as marketplaces face pricing pressures in 2025, says Pattern study.

The Asia Pacific Loyalty Conference highlights AI's growing role in customer retention, as 46% of consumers expect brands to know their preferences.

New Zealand financial firms must modernise outdated systems in FY2026 to meet rising customer demands and avoid losing market share.

Manhattan Associates launches a connector app on Shopify, offering retailers real-time inventory, order tracking, and diverse payment options to boost omnichannel fulfilment.

South Africa's contact centres blend skilled agents and tech, helping UK firms enhance personalised, empathetic customer experiences amid rising digital demands.

Nationwide wins Best Use of Customer Insight at the Institute of Customer Service Awards 2025 for its work with Medallia and Kantar improving member experience.

91% of consumers faced frustrating digital issues last year, leading to revenue loss and loyalty decline, says Conviva's 2025 report.

Younger shoppers under 35 boost online sales but face more delivery issues, with 79% reporting problems versus 66% across all ages, says Descartes study.