Author: Clinton Brown

If there’s one thing I’ve learned over the years, it’s that customer expectations rarely stand still. The last couple of years have been telling. People have grown used to real-time visibility across almost every area of their digital lives. From tracking parcels in real-time, monitoring ride arrivals to the minute, to receiving instant confirmations for everything from food deliveries to bank transfers. Australian Consumers now expect the same visibility from their bank, insurer or superfund or healthcare provider. According to Smart Communications 2026 Benchmark Report, 93% of Australian consumers say customer communications are important to their overall experience with an organisation. Now that expectation is spilling into every sector, including those that have…