Customer retention stories

Udemy appoints Neeracha Taychakhoonavudh as its first Chief Customer Experience Officer to lead global customer success and operations strategy.

Ageas adopts LexID for Insurance from LexisNexis to unify data for over 4 million policyholders, aiming to improve underwriting and personalise services.

Over 75% of UK banking customers would switch banks for a metal payment card, valuing its durability, sustainability, and luxury feel, new research finds.

Research from Ventrica reveals positive customer service boosts spending by up to GBP £100 per interaction, with consumers favouring human contact over AI.

Australian hospitality venues forecast ~31% growth in 2025, crediting tech like AI, personalised marketing, and contactless payments for driving efficiency and loyalty.

Cleeng has partnered with Primer to enhance global payment operations, aiming to reduce subscriber churn while boosting payment performance across markets.

Genesys has reported that its Genesys Cloud AI drove over 10% of new business in fiscal year 2025, with annual recurring revenue reaching USD $1.9 billion.

A study by Apadmi reveals that 67% of major brands plan to elevate investments in digital customer loyalty programmes over the upcoming year.

Simon teams up with Adentro to integrate WBA OpenRoaming technology across US properties, aiming to enhance digital shopping experiences and drive retail innovation.

A recent study by Soldo reveals that complex financial processes hinder productivity in the UK's retail sector, with 95% of finance leaders noting lost growth opportunities.

Rapid7 has revealed the winners of its 2025 Partner of the Year Awards, honouring 27 partners across 17 categories for their outstanding achievements globally.

Medallia has appointed Carrie Parker as its new Chief Marketing Officer, bringing over 25 years of experience from major firms including Cision and American Express.

Qualtrics has unveiled AI-driven updates to its XM for Customer Experience suite, promising businesses enhanced insights and tools to forge stronger customer connections.

Salesforce has rolled out Agentforce 2dx, a cutting-edge digital labour platform that integrates AI agents into business workflows for enhanced efficiency.

Instant, an eCommerce retention marketing platform, has secured $18 million in Series A funding, boosting its valuation to over $100 million.

In a challenging economic landscape, Australian businesses must prioritise customer retention, leveraging data-driven strategies to combat rising churn rates.

In 2025, the digital customer experience will be crucial for organisational success, as over 70% of APAC consumers may switch brands after a poor interaction.

Constant Contact continues to empower small businesses with tailored marketing solutions, leveraging AI to enhance efforts for over 500,000 customers globally.

Linnworks has teamed up with Swanky to launch a comprehensive retail platform, aiming to boost Australian and New Zealand retailers' online capabilities.

Companies risk eroding their brand reputation through poor debt collection practices, as accounts teams are crucial in shaping customer perception and trust.