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Customer retention stories

General Magic acquires Latch AI to boost clinic retention
Artificial Intelligence

General Magic acquires Latch AI to boost clinic retention

The deal should help clinics cut churn and lift repeat bookings by linking patient retention tools to General Magic's software layer.

By Joseph Gabriel Lagonsin • 5 min read • Last week
Villeroy & Boch deploys Talkdesk to streamline service
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 • Last week
Accenture buys Sagacity to boost customer intelligence
Data Analytics

Accenture buys Sagacity to boost customer intelligence

The deal adds more than 140 specialists as consulting groups race to turn customer data and AI into growth, retention and service gains.

By Mara Sugue • 3 min read • Last week
Gainsight shifts to value-based pricing as AI grows
Software-as-a-Service

Gainsight shifts to value-based pricing as AI grows

Customers will pay according to revenue and accounts managed, as Gainsight drops seat-based charging for its customer success software next year.

By Karen Joy Bacudo • 4 min read • Last month
Peak names Gary Williams as Chief Operations Officer
Robotics

Peak names Gary Williams as Chief Operations Officer

The move comes as the privately backed systems integrator looks to strengthen recurring revenue and service delivery across its customer base.

By Sofiah Nichole Salivio • 3 min read • Last month
Australian retailers fear Amazon, Temu & Shein dominance
eCommerce

Australian retailers fear Amazon, Temu & Shein dominance

Higher delivery costs and tougher expectations are squeezing Australian retailers as Amazon, Temu and Shein expand their grip on eCommerce.

By Mara Sugue • 4 min read • Last month
Fastly named Leader in IDC MarketScape WAAP assessment
Cloud Security

Fastly named Leader in IDC MarketScape WAAP assessment

The recognition may help Fastly win business as firms seek to curb bot traffic, API abuse and fragmented defences across online services.

By Joseph Gabriel Lagonsin • 4 min read • Last month
AI pricing puts software firms under margin pressure
Software-as-a-Service

AI pricing puts software firms under margin pressure

Margins are already being squeezed as 41% of software vendors say AI delivery costs are eroding profits and customers resist unpredictable bills.

By Karen Joy Bacudo • 5 min read • Last month
AI could help cleaners spot at-risk contracts early
Data Analytics

AI could help cleaners spot at-risk contracts early

Early warnings from routine site data could help cleaning firms intervene before service lapses turn into lost contracts.

By Sofiah Nichole Salivio • 4 min read • Last month
Amperity launches Pér AI agent for marketing workflows
Customer Relationship Management

Amperity launches Pér AI agent for marketing workflows

The tool aims to cut delays between analysis and campaign action, letting marketers approve AI-suggested steps inside existing systems.

By Mara Sugue • 4 min read • Last month
UST: Businesses must rethink how AI returns are measured
Digital Transformation

UST: Businesses must rethink how AI returns are measured

Australian firms risk spending increasing resources on AI pilots that ultimately fail to prove gains in revenue, efficiency or customer service.

By David Shilovsky • 5 min read • Last month
Morrisons boosts loyalty sales with Eagle Eye revamp
Amazon

Morrisons boosts loyalty sales with Eagle Eye revamp

The revamped More Card scheme has helped Morrisons lift loyalty-linked sales from 47% to 65% in 18 months, as it adds real-time offers.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Failed cross-border payments cost banks USD $2.2 million
Risk & Compliance

Failed cross-border payments cost banks USD $2.2 million

For a bank handling 10,000 cross-border payments a day, failed transactions can drain about USD $2.2 million a year and drive customers away.

By Karen Joy Bacudo • 4 min read • Last month

Stories from Other Regions

Customer retention stories

Canadian small business owners turn to personal credit
Small Business

Canadian small business owners turn to personal credit

One in four owners are putting homes and savings at risk as tight cash flow pushes them to back their firms with personal credit.

By Karen Joy Bacudo • 5 min read • Last week
Accenture buys Sagacity to boost customer intelligence
Data Analytics

Accenture buys Sagacity to boost customer intelligence

The deal adds more than 140 specialists as Accenture tries to turn customer data and AI tools into measurable gains in retention and revenue.

By Sean Mitchell • 3 min read • Last week
UK retailers miss key loyalty drivers, study finds
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 month
Connext Global says vacant roles cost USD $14,700 a month
Human Capital Management

Connext Global says vacant roles cost USD $14,700 a month

Vacancies are draining staff and customers, with employers saying an unfilled critical role costs USD $14,700 a month, a survey found.

By Karen Joy Bacudo • 4 min read • Last month
Generative AI lifts Canadian holiday email orders fourfold
Personalisation

Generative AI lifts Canadian holiday email orders fourfold

Canadian marketers saw generative AI emails deliver four times the order and conversion rates over the holiday peak, according to Mailchimp data.

By Raphael Veloso • 3 min read • Last month