Andrew Henderson stepped back into services this year after 11 years away. He writes on what has changed in products, customers and the market, and why capability is now only one part of the buying equation.
The Genesys Cloud CTI Adapter for Salesforce reaches end of life in February 2028. While two years feels like plenty of runway, voice migrations take longer than most contact centres expect. Here’s what’s changing, why waiting builds technical debt, and how to start preparing today.
Most financial services firms don’t lose clients in a dramatic blow-up. They lose them in small moments: a relationship manager who doesn’t know about last week’s complaint, a client asked to repeat their story for the third time. Here’s how disconnected systems quietly cost you clients, and what the firms keeping theirs do differently.
A server in Sydney doesn’t make your data sovereign. Before your agency signs a cloud contract, here’s what the Hosting Certification Framework, IRAP, and the Australia-US CLOUD Act actually mean for the data you’re responsible for.
Nobody lowers their expectations when they open a government website. The bar for citizen experience is being set by banks, delivery apps and streaming services, and the gap between what Australians expect and what agencies deliver is growing. This piece looks at where that gap actually lives, and why closing it is less about technology than most leaders think.
A customer who’s been with you for years rings up and gets treated like a stranger. That’s not an IT problem. It’s what disconnected systems quietly cost you in revenue, customers and time, and most leaders never trace it back to the source.
We went to Agentforce World Tour Melbourne. Here’s our honest take on what’s worth your attention, what to wait on, and whether you still need a partner.
Australian clinicians lose roughly a third of their week to documentation, and it’s burning out a workforce we can’t replace. The fix isn’t more discipline. It’s systems that stop making them say the same thing twice.
The HELF deadline is 31 October 2026, and nearly half the sector hasn’t implemented a model yet. Here’s why the reform is harder than it looks, the three risks providers underestimate, and why your Salesforce platform may already hold the answer.
When a business process breaks, the default instinct is to buy a new tool. But bloating your tech stack usually just creates more silos and forces your team to act as “human middleware.” The real problem isn’t a lack of capabilities, it’s a lack of connectivity.
