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Conferences Covered
Autodesk AU 2025
Artificial Intelligence in Construction and Design – AU 2025 from Autodesk
Artificial intelligence is coming. People sometimes say that like it’s the grim reaper. You could absolutely batten down the hatches, dig yourself a nice bunker and fill it with canned beans, or you could take a deep breath and think about what AI is good at. It isn’t here to take over the world. It is here to take over the boring bits. It is here for you to offload the grunt work and keep people focusing on designing, creating, building and thinking outside the square.
After twenty years working alongside builders, quantity surveyors and the tech community, I have seen firsthand how technology can change the game. The right tools can make people and projects faster, more accurate and a lot less stressful. If there is one place that is making this point loud and clear, it is at Autodesk’s AU 2025 conference in Nashville this week. This week the music city became the design and make capital of the world. Up to 12,000 experts converged on the city with a simple mission played out. Show the design and construction world how AI is reshaping the industry and turn the pressures being faced into genuine progress and opportunities. Levelling the playing field by giving those with smaller teams, the ability and tools to compete like a larger firm. Bring ideas to life quicker, get to design quicker and build faster then ever before.
Autodesk CEO Andrew Anagnost captured it perfectly in his keynote when he said AI is just the inspiration. In his words, AI should provide options and humans should be the ones to “evaluate a series of options and be the arbiter of what the final answer should be”. In industries like construction, engineering and design, where intellectual property, tolerances, laws and safety all matter, that balance between machine suggestion and human decision is critical.
The Australian reality check Back in Australia, the stakes are high. The federal government has set a national target of 1.2 million well-located homes to be delivered between July 2024 and June 2029. But the National Housing Supply and Affordability Council’s 2025 report says the target is highly unlikely to be met. The Council projects around 938,000 completions in that period and only 825,000 net new homes once demolitions are factored in. The reasons are familiar: labour shortages, elevated costs and stubbornly low productivity across the construction sector. In short, Australia needs to do more with less, and it needs to do it quickly. This sentiment is echoed in the US and a critical response from Autodesk is with its release of AI products after more than 7 years behind the scenes technology advancements. The good news is that digital adoption is no longer just a talking point. Deloitte Access Economics’ State of Digital Adoption in Construction 2025, commissioned by Autodesk, shows that 37% of firms across Asia Pacific are now using AI, up from 26% in 2023. The typical firm has adopted 6.2 different technologies. The average business is juggling 11 separate data environments, and leaders believe consolidating systems could save them around 10.5 hours per week. Even more telling, every additional technology adopted is linked with a 1.14% revenue uplift. That is the kind of tangible productivity gain Australia desperately needs if we want to achieve our targets. What Autodesk is actually doing Autodesk’s strategy is about unlocking capacity. The company is connecting people, processes and data across the full project lifecycle.The big announcement for construction is the integration of Autodesk Construction Cloud into Forma, Autodesk’s AI-native industry cloud. The goal is one connected environment that spans design, construction and operations. Autodesk Docs is reborn as Forma Data Management and underpins the entire work cycle, Revit plugs in as a Connected Client and can sync and talk back to Forma, and teams can move from detailed design into site and operations without breaking the data thread. It is the kind of end-to-end workflow the industry has been calling for and a gigantic leap towards project concurrency. Autodesk Assistant has also levelled up. Launched last year as a conversational helper, it has evolved into an intelligent partner. It now automates repetitive tasks, provides predictive insights and gives product-aware guidance in tools like Fusion and Construction Cloud. It is powered by enterprise-grade Model Context Protocol servers and APIs. Importantly, Autodesk underlines its commitment to governance and trust, achieving ISO 42001, the world’s first AI management standard. And there is more under the hood. MCP adoption is accelerating, and Autodesk is preparing standalone MCP servers for Revit, Model Data Explorer and Fusion Data, launching soon in private beta. This paves the way for a marketplace where developers can contribute servers and workflows that plug directly into construction tasks. Autodesk is also modernising API access with usage-based pricing. Subscribers keep generous included limits, while heavier users can scale up as needed. For site teams, that translates into fewer integrations that break and more workflows that just work. The company has also been quietly rolling out deeper Forma integrations across 2025, connecting planning, design, GIS and construction. The result is smarter planning, more accurate design decisions and better coordination in the field, all supported by one consistent data backbone. Practical impact, not hype Nashville was packed with real-world proof. The renovation of Denver International Airport is a standout example. More than 400 contractors and subcontractors collaborated through Autodesk’s connected workflow, using AI-enhanced tools and digital twins to manage the project without closing the airport. That is technology reducing risk, not adding it. In Australia, John Holland Group shows the same principle at work. By consolidating onto Autodesk Construction Cloud, they cut time spent searching for information by up to 15% and saved as much as $50,000 per month on some projects. At the same time, they improved the flow of data from design through to asset handover. That is not science fiction. That is dollars and minutes saved in the real world.I have written before that AI should be seen as giving people a superpower. It saves us from the mundane so we can focus on the strategic. The Denver and John Holland examples prove that point. How AI helps Australian builders right now Here is where AI is already moving the needle in 2025, and how Autodesk is lining up its tools. • Preconstruction and estimating. AI-assisted take-offs and document control reduce rework and speed up bid cycles. Autodesk Assistant’s prompts and connected cost tools help standardise inputs and catch issues before they hit site. • Schedule and risk. Predictive models flag clashes, slippage and sequencing problems early. The Denver case proves shared context leads to better decisions under pressure. • Quality and safety. Pattern recognition across photos, RFIs and site issues helps spot repeat defects and identify safety risks. Moving to a single data environment saves the 10.5 hours per week Deloitte says can be clawed back with system consolidation. • Design to field continuity. Forma gives design and site teams one environment to align. With Revit as a Connected Client, design intent flows into operations without the usual handover friction. • Sustainability. AI is making carbon and materials tracking part of daily workflows rather than an afterthought. Australian contractors are already using these tools to measure footprints, optimise materials and reduce waste, a must as sustainability requirements tighten. Localisation that matters Data sovereignty remains a quiet but important blocker for many Australian projects. Autodesk Construction Cloud now supports an Asia Pacific storage region for Australia. That gives both public and private owners the reassurance of data residency and compliance without bolt-on workarounds. Asking “where is my data” should never be optional. Why this matters for the 1.2 million-home challenge Australia is on track to fall short of its national housing target. Labour shortages, cost pressures and low productivity are the main barriers, not just red tape. This is exactly where AI-driven automation, streamlined data flows and connected teams can help. Standardisation means less rework. Better scheduling means fewer delays. More reliable data means better bids and faster delivery at scale. A global partner with local ambitions At AU 2025 I spoke with Nimisha Bansel, CEO and Co-Founder of Skets Studio. The company has spent 20 years building its reputation as a global outsourcing partner in architecture and BIM services. Today it is embracing AI to streamline documentation, improve accuracy and push creative boundaries. Bansel does not see AI as a threat but “as an enabler”. She explains the real-world gains clearly. “What would have normally taken 7 weeks to go from ideation to first basic design, was completed within 2 weeks,” she said of her company’s new office design. That is AI taking mood boards and concepts and turning them into working designs at speed. Skets has delivered more than 2,500 large-scale projects across 32 countries, from cruise ships to 250,000 guest rooms. The company is now eyeing Australia as its next growth market, with plans to open a local sales office. With construction contributing around 9% to national GDP, it sees Australia as ripe for AI-driven services. Autodesk’s bet is clear. Give clients tools and integrations that enable end-to-end data, industry-specific AI and intelligent assistants. These are the building blocks that provide extra capacity without forcing companies to rip and replace their entire toolkit.The message from Nashville is simple. Do not fear AI. Aim it at your workflow pain points, measure the outcomes and keep going. The tools are ready, the ecosystem is maturing, and the results are starting to stack up. For the 12,000 people at AU 2025, the feeling was clear. The future of construction is not just being designed. It is being made right now.
The Australian reality check Back in Australia, the stakes are high. The federal government has set a national target of 1.2 million well-located homes to be delivered between July 2024 and June 2029. But the National Housing Supply and Affordability Council’s 2025 report says the target is highly unlikely to be met. The Council projects around 938,000 completions in that period and only 825,000 net new homes once demolitions are factored in. The reasons are familiar: labour shortages, elevated costs and stubbornly low productivity across the construction sector. In short, Australia needs to do more with less, and it needs to do it quickly. This sentiment is echoed in the US and a critical response from Autodesk is with its release of AI products after more than 7 years behind the scenes technology advancements. The good news is that digital adoption is no longer just a talking point. Deloitte Access Economics’ State of Digital Adoption in Construction 2025, commissioned by Autodesk, shows that 37% of firms across Asia Pacific are now using AI, up from 26% in 2023. The typical firm has adopted 6.2 different technologies. The average business is juggling 11 separate data environments, and leaders believe consolidating systems could save them around 10.5 hours per week. Even more telling, every additional technology adopted is linked with a 1.14% revenue uplift. That is the kind of tangible productivity gain Australia desperately needs if we want to achieve our targets. What Autodesk is actually doing Autodesk’s strategy is about unlocking capacity. The company is connecting people, processes and data across the full project lifecycle.The big announcement for construction is the integration of Autodesk Construction Cloud into Forma, Autodesk’s AI-native industry cloud. The goal is one connected environment that spans design, construction and operations. Autodesk Docs is reborn as Forma Data Management and underpins the entire work cycle, Revit plugs in as a Connected Client and can sync and talk back to Forma, and teams can move from detailed design into site and operations without breaking the data thread. It is the kind of end-to-end workflow the industry has been calling for and a gigantic leap towards project concurrency. Autodesk Assistant has also levelled up. Launched last year as a conversational helper, it has evolved into an intelligent partner. It now automates repetitive tasks, provides predictive insights and gives product-aware guidance in tools like Fusion and Construction Cloud. It is powered by enterprise-grade Model Context Protocol servers and APIs. Importantly, Autodesk underlines its commitment to governance and trust, achieving ISO 42001, the world’s first AI management standard. And there is more under the hood. MCP adoption is accelerating, and Autodesk is preparing standalone MCP servers for Revit, Model Data Explorer and Fusion Data, launching soon in private beta. This paves the way for a marketplace where developers can contribute servers and workflows that plug directly into construction tasks. Autodesk is also modernising API access with usage-based pricing. Subscribers keep generous included limits, while heavier users can scale up as needed. For site teams, that translates into fewer integrations that break and more workflows that just work. The company has also been quietly rolling out deeper Forma integrations across 2025, connecting planning, design, GIS and construction. The result is smarter planning, more accurate design decisions and better coordination in the field, all supported by one consistent data backbone. Practical impact, not hype Nashville was packed with real-world proof. The renovation of Denver International Airport is a standout example. More than 400 contractors and subcontractors collaborated through Autodesk’s connected workflow, using AI-enhanced tools and digital twins to manage the project without closing the airport. That is technology reducing risk, not adding it. In Australia, John Holland Group shows the same principle at work. By consolidating onto Autodesk Construction Cloud, they cut time spent searching for information by up to 15% and saved as much as $50,000 per month on some projects. At the same time, they improved the flow of data from design through to asset handover. That is not science fiction. That is dollars and minutes saved in the real world.I have written before that AI should be seen as giving people a superpower. It saves us from the mundane so we can focus on the strategic. The Denver and John Holland examples prove that point. How AI helps Australian builders right now Here is where AI is already moving the needle in 2025, and how Autodesk is lining up its tools. • Preconstruction and estimating. AI-assisted take-offs and document control reduce rework and speed up bid cycles. Autodesk Assistant’s prompts and connected cost tools help standardise inputs and catch issues before they hit site. • Schedule and risk. Predictive models flag clashes, slippage and sequencing problems early. The Denver case proves shared context leads to better decisions under pressure. • Quality and safety. Pattern recognition across photos, RFIs and site issues helps spot repeat defects and identify safety risks. Moving to a single data environment saves the 10.5 hours per week Deloitte says can be clawed back with system consolidation. • Design to field continuity. Forma gives design and site teams one environment to align. With Revit as a Connected Client, design intent flows into operations without the usual handover friction. • Sustainability. AI is making carbon and materials tracking part of daily workflows rather than an afterthought. Australian contractors are already using these tools to measure footprints, optimise materials and reduce waste, a must as sustainability requirements tighten. Localisation that matters Data sovereignty remains a quiet but important blocker for many Australian projects. Autodesk Construction Cloud now supports an Asia Pacific storage region for Australia. That gives both public and private owners the reassurance of data residency and compliance without bolt-on workarounds. Asking “where is my data” should never be optional. Why this matters for the 1.2 million-home challenge Australia is on track to fall short of its national housing target. Labour shortages, cost pressures and low productivity are the main barriers, not just red tape. This is exactly where AI-driven automation, streamlined data flows and connected teams can help. Standardisation means less rework. Better scheduling means fewer delays. More reliable data means better bids and faster delivery at scale. A global partner with local ambitions At AU 2025 I spoke with Nimisha Bansel, CEO and Co-Founder of Skets Studio. The company has spent 20 years building its reputation as a global outsourcing partner in architecture and BIM services. Today it is embracing AI to streamline documentation, improve accuracy and push creative boundaries. Bansel does not see AI as a threat but “as an enabler”. She explains the real-world gains clearly. “What would have normally taken 7 weeks to go from ideation to first basic design, was completed within 2 weeks,” she said of her company’s new office design. That is AI taking mood boards and concepts and turning them into working designs at speed. Skets has delivered more than 2,500 large-scale projects across 32 countries, from cruise ships to 250,000 guest rooms. The company is now eyeing Australia as its next growth market, with plans to open a local sales office. With construction contributing around 9% to national GDP, it sees Australia as ripe for AI-driven services. Autodesk’s bet is clear. Give clients tools and integrations that enable end-to-end data, industry-specific AI and intelligent assistants. These are the building blocks that provide extra capacity without forcing companies to rip and replace their entire toolkit.The message from Nashville is simple. Do not fear AI. Aim it at your workflow pain points, measure the outcomes and keep going. The tools are ready, the ecosystem is maturing, and the results are starting to stack up. For the 12,000 people at AU 2025, the feeling was clear. The future of construction is not just being designed. It is being made right now.
Zendesk Relate 2025
Zendesk Relate 2025: A resolution revolution in AI-driven customer experienceWe have all been there. Tried to cancel a reservation last minute. Received an online order and realised an item is missing so you jump onto a live chat. Maybe you have an item you need to return but it’s been a week. What’s the stores return policy? Where do I ship the item too? It is often the same script, repeated with varying levels of success. What we remember though isn’t the process or really how long it took. We are more concerned with asking ourselves the simple question, did they resolve my query today. More so, these interactions we want to have with businesses are usually done at a time that suits us. Life is tough enough, so when it comes time to do some administrative work, we want that to be seamless and on our terms.
Whether its your local café remembering your name and order, or a particular brand going the extra mile to make you feel seen, personalised service cuts through the noise. In a world saturated with notifications, endless inboxes and fleeting attention spans, that kind of standout experience is more powerful to the customer, and to the business more valuable than ever.
What happens when a company is handling over 4.6 billion customer tickets and interactions a year? What if they are supporting more than 100,000 businesses across 160 countries and 60 languages? What if they take that immense volume of data, the largest CX dataset on the planet and use it to train AI that not only automates, but elevates how businesses connect with customers? You’d think you’d just hit a royal flush.
Welcome to Zendesk and their goal for the future, starting today! From Denmark to down under
With its roots originating in Denmark and headquarters in San Francisco, Zendesk has also built a proud Australian legacy. It planted roots locally 15 years ago, and its Melbourne hub now plays a key role in the company’s global growth—with nearly 350 full-time employees, including 230 engineers helping to shape the product. Zendesk’s Aussie client roster reads like a greatest hits of innovation: REA Group, Canva, Grill’d, Freedom Furniture, The Iconic, and more.
Relating in Las Vegas
This March, I travelled from Australia to the buzzing tech mecca of Las Vegas to attend Zendesk Relate 2025. Spanning 25–27 March, the event brought together over 2,000 participants from 30+ countries, representing CX, IT, HR, and Operations.
The theme? The “Resolution Revolution”; a deep dive into how AI is transforming the way we deliver service across customer and employee touchpoints. With keynotes on generative AI, hands-on product demos, and practical strategies for automation and personalisation, the message was clear: AI isn’t just about doing more, it’s about doing better. Introducing the Zendesk Resolution Platform
The headline announcement was Zendesk’s Resolution Platform, a next-gen AI-powered CX engine designed to move beyond case management and focus on achieving smart and fast resolutions.
“The only metric that matters in customer service is resolution,” said ZenDesk CEO Tom Eggemeier. With the roll out of their new Agentic AI bots, Tom explained it best on how they have approached this differently then those in the market. It’s not like their bots are acting similar to a swarm of flies at a picnic causing havoc, it’s like a well drilled search and rescue team ready to find a resolution for your customer. While automation isn’t new in CX, it has often come at the cost of empathy and quality. Zendesk’s AI approach is different, it’s built to bridge the gap between human connection and scalable support. And in a bold move, the company is shifting towards outcomes-based pricing, tying its success directly to resolution outcomes, not just seats or users.
With over 10,000 businesses already using Zendesk AI, and the unveiling of its Agentic AI platform, this isn’t a promise, it’s a current day playbook. Amongst all the promises and talk in the industry its refreshing to see real world releases and use cases.
I had the pleasure of sitting down with ZenDesk SVP APAC Mitch Young. Mitch has a vast history of customer experience with roles at IBM and ServiceNow and was instrumental in their growth plans. Mitch has now turned his focus on the growth opportunities that the APAC region brings around client experience and is spearheading Zendesk’s growth goals. Speaking to me about how Zendesk’s new pricing strategy is backed by the clients' sentiments that they are willing to pay for results, Mitch relayed the promise of the new pricing strategy being carved around resolutions and that customers will be able to see the value before they have to pull out their credit card. The five pillars of the Resolution Platform
Zendesk’s AI-first strategy for its new platform is anchored in five key components:
1. AI Agents & Copilot Upgrades
These agents aren’t rule-based bots they’re adaptive, generative problem-solvers. With the new AI Agent Builder, businesses can customise agents to suit their workflows. The Copilot features allow agents to operate inside tools like Slack and Jira, pulling from internal knowledge to offer rich, context-aware help with no coding required.
2. Knowledge Graph & Generative Search
Powering over 50,000 active knowledge bases, Zendesk’s new Generative Search gives customers immediate, accurate answers whilst still maintaining access to the source references. Meanwhile, Knowledge Builder creates help articles using historical ticket data, removing the content creation burden of having to build out your own knowledge base. What’s more, translation to multiple languages is available and the ability to bulk translate is on their roadmap for a future release.
3. Action Builder & App Builder
Action Builder lets you connect workflows across platforms like Salesforce and Microsoft Teams using drag-and-drop tools. App Builder, driven by natural language prompts, allows custom app creation within Zendesk, an admin’s dream. Want an app built that will automatically find all attachments from a tickets history and present them to you. Well that sentence alone will start you on your way inside App Builder from Zendesk. Brilliant!
4. AI Governance & Reasoning Controls
With new tools to explain and control AI decisions, businesses get a clear view of how the system works and can adjust behaviours in real time, transparency meets trust. Why did AI say that? Why did the AI make that move? With the transparency built in, these questions are no longer in the dark but at the forefront of administration within Zendesk.
5. Insights & Quality Assurance
Custom QA now uses AI to review 100% of interactions and highlight areas for improvement, whether from human agents or bots. Want to see which tickets mention a competitor? No worries. The Insights Hub gives granular data and smart recommendations to keep your CX sharp and your business growing.
It is artificial intelligence that is allowing this growth for Zendesk, and it was an absolute joy to sit down with Jason Maynard, Chief Technology Officer for APAC at Zendesk to geek out and discuss AI.
The monumental growth, change and rise of language models is a near daily occurrence. With AI changes being so frequent it is important that any software company handles these changes with care. You don't want your tool's response to change unexpectedly after an update. I asked Jason how they were managing the different language model updates, and he was able to bring comfort that their robust API architecture and regression testing ensures nothing untoward gets out.
It was refreshing to see a Chief Technology Officer truly excited about the road ahead for development and how AI is playing a crucial role in that. With Zendesk new App Builder he is excited to see what new problems customers come up with to solve and what would normally take long development timeframes can now be done by almost anyone, within days. That fundamental shift and what artificial intelligence now allows smaller businesses to achieve is truly exciting, and I couldn’t agree more. AI for Employees, Too
Zendesk didn’t stop with customers. In classic tech fashion, they had a “one more thing” moment.
The Employee Service Suite is a new offering aimed at internal teams like HR and IT. With features like HRIS integrations, service catalogues, and task automation, it’s designed to give employees the same seamless support experience that customers receive.
And it’s only just beginning, with IT Asset Management on the roadmap later in 2025, businesses will soon be able to track and manage staff equipment, licenses, and tools all within Zendesk.
Reinventing the Contact Centre
Zendesk also announced the upcoming acquisition of Local Measure, strengthening its voice and contact centre capabilities. Now powered by AWS, Zendesk for Contact Centre is set to challenge traditional CCaaS platforms with an AI-infused, easier-to-deploy alternative that’s built from the ground up with the customer journey in mind.
Real-World Impact: The Results Are In
Will Zendesk’s new AI agents and Resolution Platform really make a difference? It is often a question asked when anyone releases new features and products. Early adopters of Zendesk are saying absolutely with a resounding yes, and the results are impressive:
Vimeo: 60% of resolved tickets handled by automation now.Rothko: 3x increase in productivity thanks to Copilot.Catapult: 20% faster resolution times for their customers.Wyze: Net Promoter Score (NPS) doubled, product feedback up 10%Freedom (AU): 90% reduction in resolution time, 20% boost in client satisfaction scores.These aren’t future goals, they are current day, measurable outcomes from some of Zendesks 10,000 customers already using AI products.
Zendesk has transformed itself from a helpdesk, tool into a full-fledged AI-powered service platform, rethinking how businesses engage with both customers and employees. With Agentic AI at its core, Zendesk’s mission is clear: resolutions, not just responses.
For Australian businesses watching from afar, the signal from Las Vegas is crystal clear: the future of customer experience is intelligent, connected, and deeply personal.
Welcome to the Resolution Revolution.
Whether its your local café remembering your name and order, or a particular brand going the extra mile to make you feel seen, personalised service cuts through the noise. In a world saturated with notifications, endless inboxes and fleeting attention spans, that kind of standout experience is more powerful to the customer, and to the business more valuable than ever.
What happens when a company is handling over 4.6 billion customer tickets and interactions a year? What if they are supporting more than 100,000 businesses across 160 countries and 60 languages? What if they take that immense volume of data, the largest CX dataset on the planet and use it to train AI that not only automates, but elevates how businesses connect with customers? You’d think you’d just hit a royal flush.
Welcome to Zendesk and their goal for the future, starting today! From Denmark to down under
With its roots originating in Denmark and headquarters in San Francisco, Zendesk has also built a proud Australian legacy. It planted roots locally 15 years ago, and its Melbourne hub now plays a key role in the company’s global growth—with nearly 350 full-time employees, including 230 engineers helping to shape the product. Zendesk’s Aussie client roster reads like a greatest hits of innovation: REA Group, Canva, Grill’d, Freedom Furniture, The Iconic, and more.
Relating in Las Vegas
This March, I travelled from Australia to the buzzing tech mecca of Las Vegas to attend Zendesk Relate 2025. Spanning 25–27 March, the event brought together over 2,000 participants from 30+ countries, representing CX, IT, HR, and Operations.
The theme? The “Resolution Revolution”; a deep dive into how AI is transforming the way we deliver service across customer and employee touchpoints. With keynotes on generative AI, hands-on product demos, and practical strategies for automation and personalisation, the message was clear: AI isn’t just about doing more, it’s about doing better. Introducing the Zendesk Resolution Platform
The headline announcement was Zendesk’s Resolution Platform, a next-gen AI-powered CX engine designed to move beyond case management and focus on achieving smart and fast resolutions.
“The only metric that matters in customer service is resolution,” said ZenDesk CEO Tom Eggemeier. With the roll out of their new Agentic AI bots, Tom explained it best on how they have approached this differently then those in the market. It’s not like their bots are acting similar to a swarm of flies at a picnic causing havoc, it’s like a well drilled search and rescue team ready to find a resolution for your customer. While automation isn’t new in CX, it has often come at the cost of empathy and quality. Zendesk’s AI approach is different, it’s built to bridge the gap between human connection and scalable support. And in a bold move, the company is shifting towards outcomes-based pricing, tying its success directly to resolution outcomes, not just seats or users.
With over 10,000 businesses already using Zendesk AI, and the unveiling of its Agentic AI platform, this isn’t a promise, it’s a current day playbook. Amongst all the promises and talk in the industry its refreshing to see real world releases and use cases.
I had the pleasure of sitting down with ZenDesk SVP APAC Mitch Young. Mitch has a vast history of customer experience with roles at IBM and ServiceNow and was instrumental in their growth plans. Mitch has now turned his focus on the growth opportunities that the APAC region brings around client experience and is spearheading Zendesk’s growth goals. Speaking to me about how Zendesk’s new pricing strategy is backed by the clients' sentiments that they are willing to pay for results, Mitch relayed the promise of the new pricing strategy being carved around resolutions and that customers will be able to see the value before they have to pull out their credit card. The five pillars of the Resolution Platform
Zendesk’s AI-first strategy for its new platform is anchored in five key components:
1. AI Agents & Copilot Upgrades
These agents aren’t rule-based bots they’re adaptive, generative problem-solvers. With the new AI Agent Builder, businesses can customise agents to suit their workflows. The Copilot features allow agents to operate inside tools like Slack and Jira, pulling from internal knowledge to offer rich, context-aware help with no coding required.
2. Knowledge Graph & Generative Search
Powering over 50,000 active knowledge bases, Zendesk’s new Generative Search gives customers immediate, accurate answers whilst still maintaining access to the source references. Meanwhile, Knowledge Builder creates help articles using historical ticket data, removing the content creation burden of having to build out your own knowledge base. What’s more, translation to multiple languages is available and the ability to bulk translate is on their roadmap for a future release.
3. Action Builder & App Builder
Action Builder lets you connect workflows across platforms like Salesforce and Microsoft Teams using drag-and-drop tools. App Builder, driven by natural language prompts, allows custom app creation within Zendesk, an admin’s dream. Want an app built that will automatically find all attachments from a tickets history and present them to you. Well that sentence alone will start you on your way inside App Builder from Zendesk. Brilliant!
4. AI Governance & Reasoning Controls
With new tools to explain and control AI decisions, businesses get a clear view of how the system works and can adjust behaviours in real time, transparency meets trust. Why did AI say that? Why did the AI make that move? With the transparency built in, these questions are no longer in the dark but at the forefront of administration within Zendesk.
5. Insights & Quality Assurance
Custom QA now uses AI to review 100% of interactions and highlight areas for improvement, whether from human agents or bots. Want to see which tickets mention a competitor? No worries. The Insights Hub gives granular data and smart recommendations to keep your CX sharp and your business growing.
It is artificial intelligence that is allowing this growth for Zendesk, and it was an absolute joy to sit down with Jason Maynard, Chief Technology Officer for APAC at Zendesk to geek out and discuss AI.
The monumental growth, change and rise of language models is a near daily occurrence. With AI changes being so frequent it is important that any software company handles these changes with care. You don't want your tool's response to change unexpectedly after an update. I asked Jason how they were managing the different language model updates, and he was able to bring comfort that their robust API architecture and regression testing ensures nothing untoward gets out.
It was refreshing to see a Chief Technology Officer truly excited about the road ahead for development and how AI is playing a crucial role in that. With Zendesk new App Builder he is excited to see what new problems customers come up with to solve and what would normally take long development timeframes can now be done by almost anyone, within days. That fundamental shift and what artificial intelligence now allows smaller businesses to achieve is truly exciting, and I couldn’t agree more. AI for Employees, Too
Zendesk didn’t stop with customers. In classic tech fashion, they had a “one more thing” moment.
The Employee Service Suite is a new offering aimed at internal teams like HR and IT. With features like HRIS integrations, service catalogues, and task automation, it’s designed to give employees the same seamless support experience that customers receive.
And it’s only just beginning, with IT Asset Management on the roadmap later in 2025, businesses will soon be able to track and manage staff equipment, licenses, and tools all within Zendesk.
Reinventing the Contact Centre
Zendesk also announced the upcoming acquisition of Local Measure, strengthening its voice and contact centre capabilities. Now powered by AWS, Zendesk for Contact Centre is set to challenge traditional CCaaS platforms with an AI-infused, easier-to-deploy alternative that’s built from the ground up with the customer journey in mind.
Real-World Impact: The Results Are In
Will Zendesk’s new AI agents and Resolution Platform really make a difference? It is often a question asked when anyone releases new features and products. Early adopters of Zendesk are saying absolutely with a resounding yes, and the results are impressive:
Vimeo: 60% of resolved tickets handled by automation now.Rothko: 3x increase in productivity thanks to Copilot.Catapult: 20% faster resolution times for their customers.Wyze: Net Promoter Score (NPS) doubled, product feedback up 10%Freedom (AU): 90% reduction in resolution time, 20% boost in client satisfaction scores.These aren’t future goals, they are current day, measurable outcomes from some of Zendesks 10,000 customers already using AI products.
Zendesk has transformed itself from a helpdesk, tool into a full-fledged AI-powered service platform, rethinking how businesses engage with both customers and employees. With Agentic AI at its core, Zendesk’s mission is clear: resolutions, not just responses.
For Australian businesses watching from afar, the signal from Las Vegas is crystal clear: the future of customer experience is intelligent, connected, and deeply personal.
Welcome to the Resolution Revolution.
Reimagining information: elevating human potential at OpenText World 2024As a tech lover with two decades in the technology industry and an advocate for artificial intelligence, especially it’s simple usage to improve workflow and productivity, attending OpenText World 2024 in Las Vegas was a transformative experience. I arrived expecting a comforting embrace of AI innovation; an AI warm blanket if you will, instead, OpenText enveloped me in layers of groundbreaking advancements that propelled me into the AI stratosphere. Keeping with their aviation theme, they didn’t just offer me an AI warm blanket—they strapped me to a rocket and said have a good time!
Yes, OpenText has AI—and I’m totally here for it.
Under the banner “Information Reimagined: Elevate Human Potential,” the conference convened thousands of thought leaders, innovators, and change-makers to delve into cutting-edge advancements in multi-cloud systems, business AI, and transformative technologies. It was a gathering that not only showcased the future but also equipped business owners like myself with the tools to shape it.
Meet OpenText: the information company
For those unfamiliar, OpenText is a global leader in Information Management software and services. Founded in 1991 and headquartered in Waterloo, Canada, the company has grown exponentially, helping organisations tackle complex global challenges. With over 120,000 enterprise customers and 210,000 small to medium-sized businesses across more than 180 countries—including 98 of the top 100 largest companies in the world—they’ve seen it all.
OpenText plays a pivotal role in enabling businesses to securely manage and glean insights from their enterprise information. Their clientele includes giants like Vodafone, Sprint, Hyatt, Chevron, and the Government of Canada. This year alone, they’ve added Alaska Airlines, Bombardier, and Dick’s Sporting Goods to their roster, contributing to total revenues of $1.27 billion for the first quarter ending 30 September 2024.
Their achievements are monumental. OpenText has consistently been at the forefront of innovation, acquiring significant enterprises to expand its capabilities—most notably the acquisition of Micro Focus in 2023, which bolstered its offerings in cybersecurity, application delivery, and IT operations. Industry analysts have recognised OpenText as a leader in multiple categories, including Content Services Platforms and Enterprise Information Archiving.
Constantly innovating, their 3,400+ patents are a testament to that commitment. At OpenText World 2024, they gave us a glimpse into the future of data and information management.
The visionary keynote
OpenText CEO and CTO Mark J. Barrenechea kicked off the event with a visionary keynote that resonated deeply. He emphasised that information is at the centre of human potential and that organisations possess two proprietary gifts: talent and data. With the introduction of Titanium X, AI is set to transform the value of both. Coming from a company that has been developing and patenting AI techniques since 1996, I knew my AI appetite would be well satisfied. As Mark aptly put it, talent and data are about to be given superpowers with Titanium X. Introducing Titanium X
One of the most exciting announcements was the readiness of Titanium X. This advancement showcases OpenText’s commitment to practical solutions, from enhanced multi-cloud integrations to AI agents that unlock human potential. The integration of 15 Aviators and over 100 AI agents promises to boost productivity through autonomous workflows, summarisation, and ingenious prompting—a concept that aligns perfectly with my belief in AI’s capacity to augment human capabilities and add tremendous value to workflows and productivity.
Being inundated with data myself, I’ve often thought, “I have all this data, but what can I do with it?” Titanium X and OpenText’s AI agents share a love for data too. The showcase demonstrated the potential for agentic behaviour, with agents able to take the repetitive or mundane and streamline it. They illustrated how leveraging your data can yield real insights and significant productivity and efficiency gains for your workforce. Mark said it best that the two gifts to any company is data and talent. Simple, yet effective.
Currently, Titanium X has about 70 agents, with two final releases scheduled over the coming months. By April 2025, Titanium X will feature all 100 agents. With this release, OpenText is committing to 90-day feature releases throughout the year to continually propel their products forward through 2025. But it doesn’t stop there. OpenText’s suite—including Content Aviator, Information Archive, DevOps Aviator, and Software Delivery Platform—is centred around business AI solutions that leverage generative AI to help businesses maximise the value of their intellectual property.
Content Aviator and Information Archive: These tools empower data managers within IT to retrieve insights and archived content from legacy systems using intelligent large language model chat interfaces. With natural language queries, users can access, summarise, and reference archived content at lightning speed.DevOps Aviator: This innovation uses AI and large language models to eliminate the need for coding by automating the conversion of video recordings into manual tests and defect reproduction systems. Imagine recording your screen while testing a product, identifying a bug, and then turning that into brand-new code aimed at fixing the issue quicker. This will greatly accelerate project timelines.Software Delivery Platform: Built to streamline workflows and reduce the risk of errors on projects, this platform is shaping the future of how businesses handle, communicate, and leverage their systems and data. Making multi-cloud work seamlessly
A key takeaway from the conference was the emphasis on making multi-cloud environments work seamlessly. OpenText enhances the power of an ecosystem of applications, infrastructure, supply chain, and security solutions, allowing customers to benefit from an integrated experience without the need to move their data. Major companies and providers often have unique setups that aren’t the best at communicating with each other. OpenText aims to bridge that gap, all within a major commitment to an AI Bill of Rights:
- Your data is not our product- Respect for your IP- Dedicated, accurate, verifiable AI results-Promote the common good As someone who has navigated the complexities of data management over the past two decades, this approach represents a significant leap forward. Data entrenched in varying silos, lacking annotations or tagging, or simply being “dirty data,” makes the design and implementation of AI solutions tremendously cumbersome.
OpenText aims to achieve data resilience by bringing all these islands of expertise into a unified front. AI as a catalyst for human potential
What truly inspired me was the focus on AI not just as a tool but as a catalyst for elevating human potential. The integration of AI agents across cloud and on-premises environments signifies a move towards more intelligent, autonomous systems that can handle routine tasks, freeing us to focus on innovation and creativity. This principle, is taking those two gifts of data and talent and using them to their utmost potential.
I had the pleasure of sitting down with Lars Rossen, SVP and Chief Architect, to discuss the architecture and decisions around their AI roadmap. Refreshingly, their decision is to be LLM, RAG, and AI agnostic. Focused more on results and end-use cases, they apply what’s best—and in some instances, that’s not even AI but one of their existing methods or algorithms they’ve been building for decades (remember that 3400+ patents!). Discussions with providers like Claude, Gemini, Llama, and even OpenAI are all underway to ensure they are using the right AI for the right use case. On top of that, they are developing their own Small Language Models, which could be seen in future products.
“There isn’t a strong industry standard,” Lars commented when asked about the rapidly changing environment. He noted that developer kits are not common across the AI landscape, so they took that in-house. “We will drink our own champagne,” Lars explained—a great analogy, indicating that OpenText rolls out features internally across their 10,000 developers before releasing them to the market to ensure they meet their own high standards. With that level of workforce, they are committed to pushing boundaries quickly and safely. CEO Mark continually emphasised that security should not be down the list at the data centre level but should be priority number one—a solid statement and, in today’s environment, essential.
Data privacy and sovereignty are hot topics in any conversation about AI. Lars advocated for OpenText’s stance that the data belongs to the clients, and they have control over it. None of their AI is trained on customer data, and agreements with models used reflect that. A “Bring Your Own Model” (BYOM) option is available for users who wish to integrate proprietary or business-only models with their datasets, and OpenText welcomes discussions about professional service integration options for those that have their own model and want to integrate it.
Another important point Lars made was that models are constantly evolving and changing, requiring reworks on prompt engineering, as an example. OpenText is advising model partners to reduce the chance of releases without the ability to test or implement version controls, ensuring full retesting can be conducted before clients see the next version—critical to ensuring things work as they should.
Innovation continues
Day Two of OpenText World continued to build on the innovation momentum, with EVP and Chief Product Officer Muhi S. Majzoub highlighting OpenText’s newest innovations across industries such as retail, automotive, and manufacturing. Muhi showcased several clients and how data—and the sheer volume of it—is being transformed and turned into insights by AI. EVP and Chief Digital Officer Shannon Bell provided an insider’s perspective on how OpenText leverages its own technology to drive innovation internally. Their insights underscored the transformative impact of AI and the importance of staying ahead in the rapidly evolving digital landscape. OpenText uses OpenText. If it’s good enough for their 10,000 developers, it’s good enough for the world. Prior to the conference I read the 16th edition of the World Quality Report titled “New Features in Focus,” released for 2024-2025, in which OpenText is a technology partner, where they delved into how 68% of organisations are either actively using Gen AI or have developed roadmaps following successful pilot implementations.
Shannon Bell, EVP Chief Digital Officer, went on to explain how the company is invested in reducing their spend by $1 billion over the next 10 years, and their requirements on AI and the nature-positive imprint they want to leave on the world are part of that planned strategy. The costs of running AI and delivering it to the world are undeniable, and companies like OpenText that are aiming to achieve this reduction can only be a good thing to plan for.
Looking ahead: A secure and exciting future
As I reflect on the event, I’m invigorated by the possibilities that lie ahead. OpenText is not just pushing technological boundaries; it’s redefining how we think about information and its role in elevating human potential. The advancements in AI and technology showcased at OpenText World 2024 are paving the way for a future where human talent and data converge to create unprecedented opportunities. Agents and agentic behaviour represent an exciting frontier. It isn’t just about analysing a couple of documents, or hundreds of lines of code. OpenText can handle thousands and thousands of documents. It can handle hundreds of millions lines of code, if not more. I guess your task is to try and find their limit!
OpenText has a 25,000-strong workforce dedicated to developing solutions that better serve their users, with AI at the forefront of that development. It’s going to be an exciting 12 months before the next OpenText World. In fact, over the next two years, CEO Mark Barrenechea has two main goals: masking all data (all 5 exabytes worth!) and removing all passwords across the company, moving towards biometrics only. These features, along with the next wave of AI agents, mean that if successful, the future is both secure and thrilling.
I was also able to sit down with a 1:1 discussion around security with Scott Richards, SVP Software Engineering, AI & Discovery/Cybersecurity. When asked about 2025 and what that entails, Scott advised that being able to “leverage AI to access data in ways that you have never been able to before” was OpenText’s priority. He added that asking questions of data and getting instant answers—all while having user and version controls and proper access in place—is critical. There are too many threat actors out there and not enough good humans. Millions and billions of security events happening daily require AI to take the smartest security person, duplicate them, and run them at scale, 24/7 – no need for a coffee break. That is what OpenText is looking to achieve with its security products, ensuring your data—one of your most valuable assets—remains yours so you can use it effectively to grow your business and invest in that talent.
Pressure is a privilege
When you see AI in action—not just theory—it’s hard not to be excited. The efficiency gains, the productivity boosts, and the empowerment of users to focus on what truly matters are inspiring, but it can also be overwhelming. Venus Williams—superstar Wimbledon and Olympic tennis player and now an AI entrepreneur with her new interior design business—was a special guest at the event, and she probably said it best: “Pressure is a privilege. If you are under it, you are probably doing something right.”
The pressures of AI for business owners grappling with how to adopt it are intense now. Business owners need to wrestle with how to implement it, who can implement it, and where to implement it. What even is it? Where do I start? How do I pay for this? Pressurising, isn’t it? It’s probably because it’s the right thing to do; it’s just a very fast-moving machine that OpenText is ready to help with.
For fellow enthusiasts and professionals in AI and technology, and for business owners, I encourage you to embrace these innovations so we can continue to reimagine information and elevate human potential together.
Embracing the future
OpenText World 2024 was more than a conference; it was an immersive experience that empowered professionals across roles to redefine how they interact with and utilise information. Through impactful keynotes, interactive workshops, and hands-on labs, attendees were equipped to drive meaningful change in their organisations.
As OpenText continues to advance the potential of information management, enabling professionals to redefine what’s possible for themselves and their businesses, one thing is clear: the future is secure, integrated, and powered by AI. And with OpenText leading the charge, we’re all strapped to that AI rocket, ready for an incredible journey ahead.
Yes, OpenText has AI—and I’m totally here for it.
Under the banner “Information Reimagined: Elevate Human Potential,” the conference convened thousands of thought leaders, innovators, and change-makers to delve into cutting-edge advancements in multi-cloud systems, business AI, and transformative technologies. It was a gathering that not only showcased the future but also equipped business owners like myself with the tools to shape it.
Meet OpenText: the information company
For those unfamiliar, OpenText is a global leader in Information Management software and services. Founded in 1991 and headquartered in Waterloo, Canada, the company has grown exponentially, helping organisations tackle complex global challenges. With over 120,000 enterprise customers and 210,000 small to medium-sized businesses across more than 180 countries—including 98 of the top 100 largest companies in the world—they’ve seen it all.
OpenText plays a pivotal role in enabling businesses to securely manage and glean insights from their enterprise information. Their clientele includes giants like Vodafone, Sprint, Hyatt, Chevron, and the Government of Canada. This year alone, they’ve added Alaska Airlines, Bombardier, and Dick’s Sporting Goods to their roster, contributing to total revenues of $1.27 billion for the first quarter ending 30 September 2024.
Their achievements are monumental. OpenText has consistently been at the forefront of innovation, acquiring significant enterprises to expand its capabilities—most notably the acquisition of Micro Focus in 2023, which bolstered its offerings in cybersecurity, application delivery, and IT operations. Industry analysts have recognised OpenText as a leader in multiple categories, including Content Services Platforms and Enterprise Information Archiving.
Constantly innovating, their 3,400+ patents are a testament to that commitment. At OpenText World 2024, they gave us a glimpse into the future of data and information management.
The visionary keynote
OpenText CEO and CTO Mark J. Barrenechea kicked off the event with a visionary keynote that resonated deeply. He emphasised that information is at the centre of human potential and that organisations possess two proprietary gifts: talent and data. With the introduction of Titanium X, AI is set to transform the value of both. Coming from a company that has been developing and patenting AI techniques since 1996, I knew my AI appetite would be well satisfied. As Mark aptly put it, talent and data are about to be given superpowers with Titanium X. Introducing Titanium X
One of the most exciting announcements was the readiness of Titanium X. This advancement showcases OpenText’s commitment to practical solutions, from enhanced multi-cloud integrations to AI agents that unlock human potential. The integration of 15 Aviators and over 100 AI agents promises to boost productivity through autonomous workflows, summarisation, and ingenious prompting—a concept that aligns perfectly with my belief in AI’s capacity to augment human capabilities and add tremendous value to workflows and productivity.
Being inundated with data myself, I’ve often thought, “I have all this data, but what can I do with it?” Titanium X and OpenText’s AI agents share a love for data too. The showcase demonstrated the potential for agentic behaviour, with agents able to take the repetitive or mundane and streamline it. They illustrated how leveraging your data can yield real insights and significant productivity and efficiency gains for your workforce. Mark said it best that the two gifts to any company is data and talent. Simple, yet effective.
Currently, Titanium X has about 70 agents, with two final releases scheduled over the coming months. By April 2025, Titanium X will feature all 100 agents. With this release, OpenText is committing to 90-day feature releases throughout the year to continually propel their products forward through 2025. But it doesn’t stop there. OpenText’s suite—including Content Aviator, Information Archive, DevOps Aviator, and Software Delivery Platform—is centred around business AI solutions that leverage generative AI to help businesses maximise the value of their intellectual property.
Content Aviator and Information Archive: These tools empower data managers within IT to retrieve insights and archived content from legacy systems using intelligent large language model chat interfaces. With natural language queries, users can access, summarise, and reference archived content at lightning speed.DevOps Aviator: This innovation uses AI and large language models to eliminate the need for coding by automating the conversion of video recordings into manual tests and defect reproduction systems. Imagine recording your screen while testing a product, identifying a bug, and then turning that into brand-new code aimed at fixing the issue quicker. This will greatly accelerate project timelines.Software Delivery Platform: Built to streamline workflows and reduce the risk of errors on projects, this platform is shaping the future of how businesses handle, communicate, and leverage their systems and data. Making multi-cloud work seamlessly
A key takeaway from the conference was the emphasis on making multi-cloud environments work seamlessly. OpenText enhances the power of an ecosystem of applications, infrastructure, supply chain, and security solutions, allowing customers to benefit from an integrated experience without the need to move their data. Major companies and providers often have unique setups that aren’t the best at communicating with each other. OpenText aims to bridge that gap, all within a major commitment to an AI Bill of Rights:
- Your data is not our product- Respect for your IP- Dedicated, accurate, verifiable AI results-Promote the common good As someone who has navigated the complexities of data management over the past two decades, this approach represents a significant leap forward. Data entrenched in varying silos, lacking annotations or tagging, or simply being “dirty data,” makes the design and implementation of AI solutions tremendously cumbersome.
OpenText aims to achieve data resilience by bringing all these islands of expertise into a unified front. AI as a catalyst for human potential
What truly inspired me was the focus on AI not just as a tool but as a catalyst for elevating human potential. The integration of AI agents across cloud and on-premises environments signifies a move towards more intelligent, autonomous systems that can handle routine tasks, freeing us to focus on innovation and creativity. This principle, is taking those two gifts of data and talent and using them to their utmost potential.
I had the pleasure of sitting down with Lars Rossen, SVP and Chief Architect, to discuss the architecture and decisions around their AI roadmap. Refreshingly, their decision is to be LLM, RAG, and AI agnostic. Focused more on results and end-use cases, they apply what’s best—and in some instances, that’s not even AI but one of their existing methods or algorithms they’ve been building for decades (remember that 3400+ patents!). Discussions with providers like Claude, Gemini, Llama, and even OpenAI are all underway to ensure they are using the right AI for the right use case. On top of that, they are developing their own Small Language Models, which could be seen in future products.
“There isn’t a strong industry standard,” Lars commented when asked about the rapidly changing environment. He noted that developer kits are not common across the AI landscape, so they took that in-house. “We will drink our own champagne,” Lars explained—a great analogy, indicating that OpenText rolls out features internally across their 10,000 developers before releasing them to the market to ensure they meet their own high standards. With that level of workforce, they are committed to pushing boundaries quickly and safely. CEO Mark continually emphasised that security should not be down the list at the data centre level but should be priority number one—a solid statement and, in today’s environment, essential.
Data privacy and sovereignty are hot topics in any conversation about AI. Lars advocated for OpenText’s stance that the data belongs to the clients, and they have control over it. None of their AI is trained on customer data, and agreements with models used reflect that. A “Bring Your Own Model” (BYOM) option is available for users who wish to integrate proprietary or business-only models with their datasets, and OpenText welcomes discussions about professional service integration options for those that have their own model and want to integrate it.
Another important point Lars made was that models are constantly evolving and changing, requiring reworks on prompt engineering, as an example. OpenText is advising model partners to reduce the chance of releases without the ability to test or implement version controls, ensuring full retesting can be conducted before clients see the next version—critical to ensuring things work as they should.
Innovation continues
Day Two of OpenText World continued to build on the innovation momentum, with EVP and Chief Product Officer Muhi S. Majzoub highlighting OpenText’s newest innovations across industries such as retail, automotive, and manufacturing. Muhi showcased several clients and how data—and the sheer volume of it—is being transformed and turned into insights by AI. EVP and Chief Digital Officer Shannon Bell provided an insider’s perspective on how OpenText leverages its own technology to drive innovation internally. Their insights underscored the transformative impact of AI and the importance of staying ahead in the rapidly evolving digital landscape. OpenText uses OpenText. If it’s good enough for their 10,000 developers, it’s good enough for the world. Prior to the conference I read the 16th edition of the World Quality Report titled “New Features in Focus,” released for 2024-2025, in which OpenText is a technology partner, where they delved into how 68% of organisations are either actively using Gen AI or have developed roadmaps following successful pilot implementations.
Shannon Bell, EVP Chief Digital Officer, went on to explain how the company is invested in reducing their spend by $1 billion over the next 10 years, and their requirements on AI and the nature-positive imprint they want to leave on the world are part of that planned strategy. The costs of running AI and delivering it to the world are undeniable, and companies like OpenText that are aiming to achieve this reduction can only be a good thing to plan for.
Looking ahead: A secure and exciting future
As I reflect on the event, I’m invigorated by the possibilities that lie ahead. OpenText is not just pushing technological boundaries; it’s redefining how we think about information and its role in elevating human potential. The advancements in AI and technology showcased at OpenText World 2024 are paving the way for a future where human talent and data converge to create unprecedented opportunities. Agents and agentic behaviour represent an exciting frontier. It isn’t just about analysing a couple of documents, or hundreds of lines of code. OpenText can handle thousands and thousands of documents. It can handle hundreds of millions lines of code, if not more. I guess your task is to try and find their limit!
OpenText has a 25,000-strong workforce dedicated to developing solutions that better serve their users, with AI at the forefront of that development. It’s going to be an exciting 12 months before the next OpenText World. In fact, over the next two years, CEO Mark Barrenechea has two main goals: masking all data (all 5 exabytes worth!) and removing all passwords across the company, moving towards biometrics only. These features, along with the next wave of AI agents, mean that if successful, the future is both secure and thrilling.
I was also able to sit down with a 1:1 discussion around security with Scott Richards, SVP Software Engineering, AI & Discovery/Cybersecurity. When asked about 2025 and what that entails, Scott advised that being able to “leverage AI to access data in ways that you have never been able to before” was OpenText’s priority. He added that asking questions of data and getting instant answers—all while having user and version controls and proper access in place—is critical. There are too many threat actors out there and not enough good humans. Millions and billions of security events happening daily require AI to take the smartest security person, duplicate them, and run them at scale, 24/7 – no need for a coffee break. That is what OpenText is looking to achieve with its security products, ensuring your data—one of your most valuable assets—remains yours so you can use it effectively to grow your business and invest in that talent.
Pressure is a privilege
When you see AI in action—not just theory—it’s hard not to be excited. The efficiency gains, the productivity boosts, and the empowerment of users to focus on what truly matters are inspiring, but it can also be overwhelming. Venus Williams—superstar Wimbledon and Olympic tennis player and now an AI entrepreneur with her new interior design business—was a special guest at the event, and she probably said it best: “Pressure is a privilege. If you are under it, you are probably doing something right.”
The pressures of AI for business owners grappling with how to adopt it are intense now. Business owners need to wrestle with how to implement it, who can implement it, and where to implement it. What even is it? Where do I start? How do I pay for this? Pressurising, isn’t it? It’s probably because it’s the right thing to do; it’s just a very fast-moving machine that OpenText is ready to help with.
For fellow enthusiasts and professionals in AI and technology, and for business owners, I encourage you to embrace these innovations so we can continue to reimagine information and elevate human potential together.
Embracing the future
OpenText World 2024 was more than a conference; it was an immersive experience that empowered professionals across roles to redefine how they interact with and utilise information. Through impactful keynotes, interactive workshops, and hands-on labs, attendees were equipped to drive meaningful change in their organisations.
As OpenText continues to advance the potential of information management, enabling professionals to redefine what’s possible for themselves and their businesses, one thing is clear: the future is secure, integrated, and powered by AI. And with OpenText leading the charge, we’re all strapped to that AI rocket, ready for an incredible journey ahead.
Zoho amplifies Australian presence with stellar growth, new partnerships, and local investments featured
Zoho Corporation, a global leader in business technology solutions, is making waves Down Under with a remarkable surge in growth and a renewed commitment to bolstering Australian businesses. At the annual Zoholics user conference in Sydney, Zoho announced a 19% increase in new customers and an 18% boost in revenue, signaling not just numbers but a deepening relationship with the Australian market after setting up shop in Adelaide, South Australia.
In a business landscape where adaptability and innovation are paramount, Zoho’s approach resonates with the entrepreneurial spirit inherent in Australian businesses. The company isn’t just expanding; it’s embedding itself within the fabric of the local business community through strategic partnerships, innovative products, and community-driven initiatives. It’s a move that goes beyond mere market penetration—it’s about strengthening Australian businesses from the grassroots level.
I was on-site at Zoholics Sydney 2024, mingling with a diverse crowd of enthusiastic attendees. From the show of hands during the welcome address, it was evident that for many, this was their first foray into the world of Zoho. It brings to mind a sentiment that has followed Zoho for some time: “Zoho might just be the biggest tech company you’ve never heard of”. But with over 100 million users globally, perhaps it’s time we all paid a bit more attention.
Having had the pleasure of attending Zoholics in Austin, Texas earlier in the year I was able confirm the level of excitement in Sydney from those experiencing Zoho for the first time was refreshing. The true value of Zoholics lies not just in the wealth of knowledge shared by Zoho’s own experts but in the connections forged between attendees. There’s a certain magic in seeing business owners and professionals come together, sharing challenges and solutions, and realising that they are not alone in their journeys. It’s this sense of community that sets Zoho apart and I for one know that chatting with other business owners and employees to hear their pain points, their objections and how they are overcoming them is eye opening and you always walk away with a newfound appreciation on how you can make changes or implement things in your own company.
But it’s not just about feel-good moments; Zoho is backing up its Australian investment with its new Adelaide office with some serious commitments. The company recently announced a significant partnership with NVIDIA, investing a total of approximately $30 million over the next 12 months to build and deploy large language models tailored specifically for enterprise use. This move will undoubtedly benefit the 700,000 businesses using their suite of applications, propelling them into the future of AI-driven efficiency. Rakesh Prabhakar, Head of Zoho Australia and New Zealand, encapsulated the company’s ethos perfectly: “Since our arrival in Australia over five years ago, this market has grown significantly and is now among our fastest-growing globally. But as we continue our expansion, we’re committed to putting down deep roots, maintaining a focus on social responsibility, and empowering local businesses. Our goal isn’t just to drive growth; it’s to support the very communities we’re part of.”
One of the most intriguing aspects of Zoho’s Australian strategy is its choice of Adelaide for its new office—a decision that aligns with their “transnational localism” model. While tech giants often flock to Sydney or Melbourne, Zoho sees immense value in investing in regions that are ripe for innovation but perhaps overlooked. By choosing Adelaide, Zoho isn’t just opening an office; it’s making a statement about its commitment to fostering growth where it can have the most significant impact.
This decision is more than symbolic. Zoho plans to double its Australian workforce within the next three years to cater for Australian client's growth and has already demonstrated continued commitment by establishing data centers in Sydney and Melbourne. This local infrastructure not only ensures faster and more reliable services for Australian customers but also reinforces Zoho’s dedication to data sovereignty and privacy—a critical concern in today’s digital age.
Speaking of growth, Zoho’s trajectory in Australia is nothing short of impressive. Since formally landing in 2019, the company has enjoyed a compound annual growth rate of over 22% over the past three years. Their flagship products—Zoho Workplace, Zoho One, Zoho Books, and Zoho CRM—have found a home across key industries, including education, healthcare, financial services, construction, and retail. What’s particularly noteworthy is that Australian customers are using an average of 18 Zoho applications, highlighting the depth and integration of Zoho’s offerings.
I have been in the procurement process of finding application suites or tools to implement into a business. It is time consuming. It is fraught with risk of not having done the due diligence correctly. Will the integration be seamless? Will it cater to the needs in the long term? Will the business continue to be around in a few years? Zoho answers all these questions and more with their vast 55 plus application suite that lets you take one, some, or as many as you may need. With many offerings fully featured free versions and 14-day noncommittal trials, Zoho takes the approach that you will fall in love with their products like many of the 700,000+ other businesses already have just by giving them a go and seeing the value in person.
Vijay Sundaram, Chief Strategy Officer at Zoho describes the investment in South Australia as creating a benchmark of success in the region that they can continue to replicate around the country, built upon a foundation of great relationship with customers and partners and based on their growth numbers they are on track.
It’s not just about the products, though. Zoho has doubled its partner network since 2021, creating a diverse ecosystem of resellers, distributors, and integration partners. This network plays a crucial role in providing services like data migration, third-party integrations, and customised applications, ensuring that businesses of all sizes can leverage Zoho’s tools effectively. Something that sets Zoho apart from others is its commitment to the broader community. In India their School of Zoho does away with traditional academic models and focuses on mentorship and guidance to those that may have fire in their bellies. Similar programs are being looked at in the United States with community colleges. This community and knowledge and culture transfer has been brought to Australia through its partnership with SA Leaders. Zoho is investing in the next generation of business owners and leaders in South Australia, providing mentorship and development opportunities that foster a thriving business environment. Zoho’s workshops guide entrepreneurs in streamlining critical business functions, contributing to South Australia’s reputation as a hub of innovation.
In the realm of cybersecurity, Zoho’s collaboration with Cyber Wardens—a government-backed cybersecurity education initiative—is both timely and essential. With cyber threats escalating, small businesses are particularly vulnerable. Zoho’s partnership aims to equip these businesses with the knowledge and tools needed to defend against digital attacks. It’s a proactive approach that underscores the company’s understanding of the challenges facing modern businesses.
Having been through a cyber incident, knowing both the financial and emotional toll it can have on an organisation, this level of support is refreshing and often small to medium businesses lack the knowledge, expertise and budget to fortify their businesses. Zoho aims and from what I have seen, can solve that problem.
Further extending its community focus, Zoho has partnered with local councils to offer educational events and training sessions. A recent workshop in Wyndham, Victoria, saw Zoho teaching small business owners and leaders how to optimise sales processes and build effective funnels. Additionally, Zoho supports Australian nonprofits through ConnectingUp, offering discounted access to key products like Zoho One and Zoho CRM, ensuring that organisations doing good can also operate efficiently.
The investment into Australia is real, and whilst their time within the country has been short, they are proving that they offer real world solutions and are here to help.
At the heart of all this is a steadfast commitment to privacy. Zoho’s global privacy pledge is unambiguous: no ad revenue, full data ownership, and complete customer control. By operating its own data centers, Zoho ensures end-to-end oversight of data security and privacy, a critical promise in a world where data breaches are all too common. This philosophy has filtered down to their products where permissions and team-based roles and access are in the hands of the administrators of the application. Zoho’s investment in Australia is the real deal, and even though they’ve not been here long, they’re showing they’ve got real-world solutions and are here to lend a hand.
Looking back on the hustle and bustle at Zoholics Sydney, it’s clear that Zoho is more than just a bunch of business apps; it’s a game-changer in the Aussie business landscape. Their holistic approach—mixing innovative tech, community engagement, and a deep respect for privacy—really hits the mark for modern businesses. I reckon many left Zoholics with a newfound belief that there’s a tech giant out there, ready and willing to tackle any of the daily challenges businesses face. You could see and hear it as people exited every session.
How did I make it this far without mentioning AI? I think it is some kind of record. Don’t worry, Zoho have not forgotten that either and their platform is deeply embedding AI and special mention will go to their agent Zia, the all-encompassing best friend across all your Zoho apps. Zia allows natural language querying against your (and yours alone) data to help navigate, make sense and interact with it. In the ever-growing field of AI and agents I can see Zia growing to have independent brothers and sisters deployed across as many verticals as possible, each talking to each other to ensure task specific success and working seamlessly together. Questioned on whether this is the case, well, time will tell, but I think we have only seen the beginning of Zia’s capabilities and with a 16,000 strong workforce, Zoho are continuing to innovate at a rapid pace. As someone deeply embedded in the tech community, it’s exciting to see a company not just expanding but doing so thoughtfully, with a genuine commitment to making a positive impact. Zoho might have been the biggest IT company you’ve never heard of, but judging by their trajectory and the buzz at Zoholics, that’s about to change.
In a world where tech can often feel cold and impersonal, Zoho’s approach is a breath of fresh air. It’s not just about the software; it’s about empowering people, fostering connections, and building a community that thrives together. As Aussie businesses steer through the challenges and opportunities of the digital age, having a mate like Zoho in their corner could make all the difference.
I was on-site at Zoholics Sydney 2024, mingling with a diverse crowd of enthusiastic attendees. From the show of hands during the welcome address, it was evident that for many, this was their first foray into the world of Zoho. It brings to mind a sentiment that has followed Zoho for some time: “Zoho might just be the biggest tech company you’ve never heard of”. But with over 100 million users globally, perhaps it’s time we all paid a bit more attention.
Having had the pleasure of attending Zoholics in Austin, Texas earlier in the year I was able confirm the level of excitement in Sydney from those experiencing Zoho for the first time was refreshing. The true value of Zoholics lies not just in the wealth of knowledge shared by Zoho’s own experts but in the connections forged between attendees. There’s a certain magic in seeing business owners and professionals come together, sharing challenges and solutions, and realising that they are not alone in their journeys. It’s this sense of community that sets Zoho apart and I for one know that chatting with other business owners and employees to hear their pain points, their objections and how they are overcoming them is eye opening and you always walk away with a newfound appreciation on how you can make changes or implement things in your own company.
But it’s not just about feel-good moments; Zoho is backing up its Australian investment with its new Adelaide office with some serious commitments. The company recently announced a significant partnership with NVIDIA, investing a total of approximately $30 million over the next 12 months to build and deploy large language models tailored specifically for enterprise use. This move will undoubtedly benefit the 700,000 businesses using their suite of applications, propelling them into the future of AI-driven efficiency. Rakesh Prabhakar, Head of Zoho Australia and New Zealand, encapsulated the company’s ethos perfectly: “Since our arrival in Australia over five years ago, this market has grown significantly and is now among our fastest-growing globally. But as we continue our expansion, we’re committed to putting down deep roots, maintaining a focus on social responsibility, and empowering local businesses. Our goal isn’t just to drive growth; it’s to support the very communities we’re part of.”
One of the most intriguing aspects of Zoho’s Australian strategy is its choice of Adelaide for its new office—a decision that aligns with their “transnational localism” model. While tech giants often flock to Sydney or Melbourne, Zoho sees immense value in investing in regions that are ripe for innovation but perhaps overlooked. By choosing Adelaide, Zoho isn’t just opening an office; it’s making a statement about its commitment to fostering growth where it can have the most significant impact.
This decision is more than symbolic. Zoho plans to double its Australian workforce within the next three years to cater for Australian client's growth and has already demonstrated continued commitment by establishing data centers in Sydney and Melbourne. This local infrastructure not only ensures faster and more reliable services for Australian customers but also reinforces Zoho’s dedication to data sovereignty and privacy—a critical concern in today’s digital age.
Speaking of growth, Zoho’s trajectory in Australia is nothing short of impressive. Since formally landing in 2019, the company has enjoyed a compound annual growth rate of over 22% over the past three years. Their flagship products—Zoho Workplace, Zoho One, Zoho Books, and Zoho CRM—have found a home across key industries, including education, healthcare, financial services, construction, and retail. What’s particularly noteworthy is that Australian customers are using an average of 18 Zoho applications, highlighting the depth and integration of Zoho’s offerings.
I have been in the procurement process of finding application suites or tools to implement into a business. It is time consuming. It is fraught with risk of not having done the due diligence correctly. Will the integration be seamless? Will it cater to the needs in the long term? Will the business continue to be around in a few years? Zoho answers all these questions and more with their vast 55 plus application suite that lets you take one, some, or as many as you may need. With many offerings fully featured free versions and 14-day noncommittal trials, Zoho takes the approach that you will fall in love with their products like many of the 700,000+ other businesses already have just by giving them a go and seeing the value in person.
Vijay Sundaram, Chief Strategy Officer at Zoho describes the investment in South Australia as creating a benchmark of success in the region that they can continue to replicate around the country, built upon a foundation of great relationship with customers and partners and based on their growth numbers they are on track.
It’s not just about the products, though. Zoho has doubled its partner network since 2021, creating a diverse ecosystem of resellers, distributors, and integration partners. This network plays a crucial role in providing services like data migration, third-party integrations, and customised applications, ensuring that businesses of all sizes can leverage Zoho’s tools effectively. Something that sets Zoho apart from others is its commitment to the broader community. In India their School of Zoho does away with traditional academic models and focuses on mentorship and guidance to those that may have fire in their bellies. Similar programs are being looked at in the United States with community colleges. This community and knowledge and culture transfer has been brought to Australia through its partnership with SA Leaders. Zoho is investing in the next generation of business owners and leaders in South Australia, providing mentorship and development opportunities that foster a thriving business environment. Zoho’s workshops guide entrepreneurs in streamlining critical business functions, contributing to South Australia’s reputation as a hub of innovation.
In the realm of cybersecurity, Zoho’s collaboration with Cyber Wardens—a government-backed cybersecurity education initiative—is both timely and essential. With cyber threats escalating, small businesses are particularly vulnerable. Zoho’s partnership aims to equip these businesses with the knowledge and tools needed to defend against digital attacks. It’s a proactive approach that underscores the company’s understanding of the challenges facing modern businesses.
Having been through a cyber incident, knowing both the financial and emotional toll it can have on an organisation, this level of support is refreshing and often small to medium businesses lack the knowledge, expertise and budget to fortify their businesses. Zoho aims and from what I have seen, can solve that problem.
Further extending its community focus, Zoho has partnered with local councils to offer educational events and training sessions. A recent workshop in Wyndham, Victoria, saw Zoho teaching small business owners and leaders how to optimise sales processes and build effective funnels. Additionally, Zoho supports Australian nonprofits through ConnectingUp, offering discounted access to key products like Zoho One and Zoho CRM, ensuring that organisations doing good can also operate efficiently.
The investment into Australia is real, and whilst their time within the country has been short, they are proving that they offer real world solutions and are here to help.
At the heart of all this is a steadfast commitment to privacy. Zoho’s global privacy pledge is unambiguous: no ad revenue, full data ownership, and complete customer control. By operating its own data centers, Zoho ensures end-to-end oversight of data security and privacy, a critical promise in a world where data breaches are all too common. This philosophy has filtered down to their products where permissions and team-based roles and access are in the hands of the administrators of the application. Zoho’s investment in Australia is the real deal, and even though they’ve not been here long, they’re showing they’ve got real-world solutions and are here to lend a hand.
Looking back on the hustle and bustle at Zoholics Sydney, it’s clear that Zoho is more than just a bunch of business apps; it’s a game-changer in the Aussie business landscape. Their holistic approach—mixing innovative tech, community engagement, and a deep respect for privacy—really hits the mark for modern businesses. I reckon many left Zoholics with a newfound belief that there’s a tech giant out there, ready and willing to tackle any of the daily challenges businesses face. You could see and hear it as people exited every session.
How did I make it this far without mentioning AI? I think it is some kind of record. Don’t worry, Zoho have not forgotten that either and their platform is deeply embedding AI and special mention will go to their agent Zia, the all-encompassing best friend across all your Zoho apps. Zia allows natural language querying against your (and yours alone) data to help navigate, make sense and interact with it. In the ever-growing field of AI and agents I can see Zia growing to have independent brothers and sisters deployed across as many verticals as possible, each talking to each other to ensure task specific success and working seamlessly together. Questioned on whether this is the case, well, time will tell, but I think we have only seen the beginning of Zia’s capabilities and with a 16,000 strong workforce, Zoho are continuing to innovate at a rapid pace. As someone deeply embedded in the tech community, it’s exciting to see a company not just expanding but doing so thoughtfully, with a genuine commitment to making a positive impact. Zoho might have been the biggest IT company you’ve never heard of, but judging by their trajectory and the buzz at Zoholics, that’s about to change.
In a world where tech can often feel cold and impersonal, Zoho’s approach is a breath of fresh air. It’s not just about the software; it’s about empowering people, fostering connections, and building a community that thrives together. As Aussie businesses steer through the challenges and opportunities of the digital age, having a mate like Zoho in their corner could make all the difference.
Cracking the code of customer communication: tales from Twilio’s Signal 2024 conference
Ever ticked “email me” on a website form and then quicker than you can close your browser tab, your phone starts ringing? It’s like ordering a flat white and getting a long black instead – not exactly what you were after. You might even take the drink, but you probably wouldn’t return to that place? If that rings true you would be part of the 94% of Australian’s that generally want what they asked.
I was recently invited to Singapore for Twilio’s Signal 2024 conference to see how they are continuing to revolutionise the way businesses communicate customers. In a world where digital channels are plenty, Twilio’s innovative solutions are the compass businesses need to navigate this maze. From humble beginnings as a developers playground for programmable telephony, Twilio now handles trillions of the worlds email traffic. So when they discuss customer sentiment trends, you take notice! The personalisation imperative (or, why one size doesn’t fit all)
At the conference, Robert Woolfrey from Twilio spilled the beans on their Consumer Preferences report. The findings were a real eye-opener.
“As Australian consumers navigate the cost of living pressures and declining trust towards the conduct of brands, it is more important than ever for businesses to actively demonstrate their trustworthiness and reliability,” said Robert, the Vice President, APJ, Communications, Twilio. These days we’re spoilt for choice on how we want to be contacted. But with choice comes confusion – for businesses that is. Which channel should they pick in order to keep consumers happy and loyal? According to Twilio’s report, a whopping 94% of Australian consumers expect brands to reach out via their preferred channels. Only 66% of brands are achieving that mark. Only 66% of businesses are delivering that flat white!
Twilio CEO Khozema Shipchandler gave an inspiring address on the brand loyalty to Twilio and that 15% of customers feel like they are getting a great personalised experience and the obvious divide between the 46% of companies that think they are actually delivering it. The opportunity is astounding when you think of the 54% of companies that don’t even feel they are achieving it at all. Here is where businesses using Twilio can turn things around. By simply asking and respecting how consumers want to be contacted they can reap some serious rewards:
Show me the money: Consumers are willing to spend 32% more with brands that get their communication preferences right.Keep me coming back for more: 40% of consumers are more likely to make a repeat purchase when brands use that correct communication channel.First impressions always count: 30% are more likely to make a first time purchase if the communication feels just right.So, when someone says “shoot me an email” and you decide to reach for the phone instead, you might be doing more harm then good. The report highlights that 24% of consumers have taken their business elsewhere because a brand didn’t listen to what they requested. 57% of consumers give up. They just walked away feeling frustrated altogether. Not exactly the winning formula of doing business is it? Regional and generational quirks (because at the end of the day, we are all a bit different)
One size definitely doesn’t fit all when it comes to how we like to be contacted. The report digs into some interesting regional differences. Globally, email is king at 79% preferred, with SMS/MMS trailing at 49%. Here in Australia, we’re even bigger fans of email at 86% and 59% of us preferring a good old text message.
Then there is the generational divide. Baby boomers are all about emails (87%) while Gen Z is shaking things up. Surprisingly, 34% of Gen Z are ok with voice calls from businesses, the highest amongst all generations. Thinking of sending a Gen Z an email? They prefer that only 70% of the time. So depending on whether your customer is a silver surfer or a TikTok wizard, your communication game plan might need a little bit of tweaking.
The takeaway? Know your audience. Where are they located? What is their age group? Tailor your communication methods accordingly, and you’re on the right track to winning them over! Trust: The Glue That Keeps Consumers and Brands Together
Trust was the big buzz word at the conference and for good reason.
Here in Australia, 68% of consumers won’t open their wallets for a brand they do not trust. Building that trust isn’t just about offering top-notch products or services; it’s also about how you communicate.
SenderID’s in particular that something Twilio can help you setup and allows your company name to appear at the top of text messages. This is a feature that we use in our day to day business and increase that brand awareness and loyalty. One time passcodes is also another product I have seen first hand that gives peace of mind to consumers. We ensure we use it for all our portal clients logging into platforms, creating that sense of trust between business and client.
Branded communications are key. The report shows that 66% of consumers didn’t purchase from a brand in the past year due to a lack of trust. Things like branded calling, branded texts and branded emails, or those little verification badges on platforms like Facebook or WhatsApp makes a big difference to a consumers trust level. In fact, 49% of consumers are more likely to trust a brand that displays these details. Plus, 66% feel that receiving a branded text message boosts a brands trustworthiness and 62% are highly likely to open an email when it’s confirmed to be from a trusted brand.
This is where Twilio really shines.
Their solutions like branded messaging with Rich Communication Services (RCS), help ensure that when a message pops up on a customers screen, they know who it is from and are more likely to open it. It’s like spotting a mate in a crowded room – you instantly feel at ease. Twilio now offers global availability of Rich Communication Services via its programmable message and verify API’s. They are ready and able to help you build that trust with consumers and as Robert Woolfrey explains “As richer communication channels emerge, the opportunities for deeper customer engagement will only grow.”
Speed matters (no-one likes waiting)
In our fast paced world, we expect quick responses. It’s just the way we are getting accustomed to dealing with the world around us with everything at our fingertips and when we are short on time, when we are doing something online, we expect results. The report from Twilio points out that 31% of Aussie consumers expect a response from a business within one hour of making contact to them yet only 41% of brands are delivering on that metric. Slow responses can have real consequences to your business:
Bye bye customers: 46% have ditched a brand due to slow response timesFrustration stations everyone: 65% feel annoyed by delays in communication and 72% think their time is being wasted if a business takes too long.At the conference, Twilio showcased some nifty real time communication tools to tackle this issue. Their Conversations API, for example, lets businesses chat with customers instantly on their preferred platforms. Great news for the 86% of consumers who say that being able to message in real time makes them more likely to complete a purchase.
Twilio’s vision for the future (and why you should care)
Seeing Twilio’s innovations up close was nothing short of inspiring. They’re all about making communication personal and effective, and their products reflect that:
All channels, one platform: Twilio’s APIs let businesses interact seamlessly across SMS, email, voice, RCS, WhatsApp—you name it.Personal touches: With Twilio Segment, businesses can tailor messages based on real-time customer data. It’s like having a conversation, not just sending a message.Think global, act local: Twilio supports international communication while keeping local rules in check, ensuring consistency and trust no matter where you are.Proactive support: Their tools help businesses anticipate what customers need, sorting out issues before they become problems. Hold on, it’s 2024 where’s the AI?
Twilio is fully embracing the possibilities of artificial intelligence, actively developing a suite of innovative products and features currently in beta testing and poised for client release. They consider AI as not being a strategy in itself but a tool to continue to help you achieve your business outcomes. Among these is the deployment of personalised virtual agents, designed to serve as the initial point of contact for consumers and handle queries through AI-driven interactions. Additionally, Twilio’s AI agent co-pilot advances this initiative by integrating sentiment analysis and extracting conversational insights to identify key topics discussed during calls. This technology not only enables automated post-call responses but also facilitates seamless transitions to live agents, equipping them with comprehensive information to effectively address client inquiries. By integrating these AI capabilities, Twilio aims to enhance customer engagement, streamline support operations, and empower businesses with data-driven insights, solidifying its position at the forefront of AI-enhanced communication services.
The Twilio Signal 2024 conference wasn’t just a tech showcase; it was a peek into the future of how consumers will connect with brands. Personalisation and effective communication aren’t just nice-to-haves anymore—they’re essential for building trust and keeping customers coming back.
For businesses ready to adapt, and there are already over 300,000 plus brands building with Twilio, the benefits are huge of these insights; more revenue, stronger loyalty, and a leg up in the ever-changing market. Twilio is standing by as a key partner on this journey, offering the tools and know-how to navigate the tricky waters of modern customer engagement.
As I mull over everything from the conference, one thing’s clear: the future belongs to businesses that truly get their customers, build trust through honest and branded communications, and respond quickly to our needs. And with trailblazers like Twilio leading the way, things are looking pretty bright.
So, here’s the million-dollar question: “Who is my customer today, and how can I communicate with them in the best possible way?” Nail the answer to that, tap into the right tools like the ones Twilio offers, and you’re well on your way to success. After all, in the game of business, communication isn’t just key—it’s the whole door.
I was recently invited to Singapore for Twilio’s Signal 2024 conference to see how they are continuing to revolutionise the way businesses communicate customers. In a world where digital channels are plenty, Twilio’s innovative solutions are the compass businesses need to navigate this maze. From humble beginnings as a developers playground for programmable telephony, Twilio now handles trillions of the worlds email traffic. So when they discuss customer sentiment trends, you take notice! The personalisation imperative (or, why one size doesn’t fit all)
At the conference, Robert Woolfrey from Twilio spilled the beans on their Consumer Preferences report. The findings were a real eye-opener.
“As Australian consumers navigate the cost of living pressures and declining trust towards the conduct of brands, it is more important than ever for businesses to actively demonstrate their trustworthiness and reliability,” said Robert, the Vice President, APJ, Communications, Twilio. These days we’re spoilt for choice on how we want to be contacted. But with choice comes confusion – for businesses that is. Which channel should they pick in order to keep consumers happy and loyal? According to Twilio’s report, a whopping 94% of Australian consumers expect brands to reach out via their preferred channels. Only 66% of brands are achieving that mark. Only 66% of businesses are delivering that flat white!
Twilio CEO Khozema Shipchandler gave an inspiring address on the brand loyalty to Twilio and that 15% of customers feel like they are getting a great personalised experience and the obvious divide between the 46% of companies that think they are actually delivering it. The opportunity is astounding when you think of the 54% of companies that don’t even feel they are achieving it at all. Here is where businesses using Twilio can turn things around. By simply asking and respecting how consumers want to be contacted they can reap some serious rewards:
Show me the money: Consumers are willing to spend 32% more with brands that get their communication preferences right.Keep me coming back for more: 40% of consumers are more likely to make a repeat purchase when brands use that correct communication channel.First impressions always count: 30% are more likely to make a first time purchase if the communication feels just right.So, when someone says “shoot me an email” and you decide to reach for the phone instead, you might be doing more harm then good. The report highlights that 24% of consumers have taken their business elsewhere because a brand didn’t listen to what they requested. 57% of consumers give up. They just walked away feeling frustrated altogether. Not exactly the winning formula of doing business is it? Regional and generational quirks (because at the end of the day, we are all a bit different)
One size definitely doesn’t fit all when it comes to how we like to be contacted. The report digs into some interesting regional differences. Globally, email is king at 79% preferred, with SMS/MMS trailing at 49%. Here in Australia, we’re even bigger fans of email at 86% and 59% of us preferring a good old text message.
Then there is the generational divide. Baby boomers are all about emails (87%) while Gen Z is shaking things up. Surprisingly, 34% of Gen Z are ok with voice calls from businesses, the highest amongst all generations. Thinking of sending a Gen Z an email? They prefer that only 70% of the time. So depending on whether your customer is a silver surfer or a TikTok wizard, your communication game plan might need a little bit of tweaking.
The takeaway? Know your audience. Where are they located? What is their age group? Tailor your communication methods accordingly, and you’re on the right track to winning them over! Trust: The Glue That Keeps Consumers and Brands Together
Trust was the big buzz word at the conference and for good reason.
Here in Australia, 68% of consumers won’t open their wallets for a brand they do not trust. Building that trust isn’t just about offering top-notch products or services; it’s also about how you communicate.
SenderID’s in particular that something Twilio can help you setup and allows your company name to appear at the top of text messages. This is a feature that we use in our day to day business and increase that brand awareness and loyalty. One time passcodes is also another product I have seen first hand that gives peace of mind to consumers. We ensure we use it for all our portal clients logging into platforms, creating that sense of trust between business and client.
Branded communications are key. The report shows that 66% of consumers didn’t purchase from a brand in the past year due to a lack of trust. Things like branded calling, branded texts and branded emails, or those little verification badges on platforms like Facebook or WhatsApp makes a big difference to a consumers trust level. In fact, 49% of consumers are more likely to trust a brand that displays these details. Plus, 66% feel that receiving a branded text message boosts a brands trustworthiness and 62% are highly likely to open an email when it’s confirmed to be from a trusted brand.
This is where Twilio really shines.
Their solutions like branded messaging with Rich Communication Services (RCS), help ensure that when a message pops up on a customers screen, they know who it is from and are more likely to open it. It’s like spotting a mate in a crowded room – you instantly feel at ease. Twilio now offers global availability of Rich Communication Services via its programmable message and verify API’s. They are ready and able to help you build that trust with consumers and as Robert Woolfrey explains “As richer communication channels emerge, the opportunities for deeper customer engagement will only grow.”
Speed matters (no-one likes waiting)
In our fast paced world, we expect quick responses. It’s just the way we are getting accustomed to dealing with the world around us with everything at our fingertips and when we are short on time, when we are doing something online, we expect results. The report from Twilio points out that 31% of Aussie consumers expect a response from a business within one hour of making contact to them yet only 41% of brands are delivering on that metric. Slow responses can have real consequences to your business:
Bye bye customers: 46% have ditched a brand due to slow response timesFrustration stations everyone: 65% feel annoyed by delays in communication and 72% think their time is being wasted if a business takes too long.At the conference, Twilio showcased some nifty real time communication tools to tackle this issue. Their Conversations API, for example, lets businesses chat with customers instantly on their preferred platforms. Great news for the 86% of consumers who say that being able to message in real time makes them more likely to complete a purchase.
Twilio’s vision for the future (and why you should care)
Seeing Twilio’s innovations up close was nothing short of inspiring. They’re all about making communication personal and effective, and their products reflect that:
All channels, one platform: Twilio’s APIs let businesses interact seamlessly across SMS, email, voice, RCS, WhatsApp—you name it.Personal touches: With Twilio Segment, businesses can tailor messages based on real-time customer data. It’s like having a conversation, not just sending a message.Think global, act local: Twilio supports international communication while keeping local rules in check, ensuring consistency and trust no matter where you are.Proactive support: Their tools help businesses anticipate what customers need, sorting out issues before they become problems. Hold on, it’s 2024 where’s the AI?
Twilio is fully embracing the possibilities of artificial intelligence, actively developing a suite of innovative products and features currently in beta testing and poised for client release. They consider AI as not being a strategy in itself but a tool to continue to help you achieve your business outcomes. Among these is the deployment of personalised virtual agents, designed to serve as the initial point of contact for consumers and handle queries through AI-driven interactions. Additionally, Twilio’s AI agent co-pilot advances this initiative by integrating sentiment analysis and extracting conversational insights to identify key topics discussed during calls. This technology not only enables automated post-call responses but also facilitates seamless transitions to live agents, equipping them with comprehensive information to effectively address client inquiries. By integrating these AI capabilities, Twilio aims to enhance customer engagement, streamline support operations, and empower businesses with data-driven insights, solidifying its position at the forefront of AI-enhanced communication services.
The Twilio Signal 2024 conference wasn’t just a tech showcase; it was a peek into the future of how consumers will connect with brands. Personalisation and effective communication aren’t just nice-to-haves anymore—they’re essential for building trust and keeping customers coming back.
For businesses ready to adapt, and there are already over 300,000 plus brands building with Twilio, the benefits are huge of these insights; more revenue, stronger loyalty, and a leg up in the ever-changing market. Twilio is standing by as a key partner on this journey, offering the tools and know-how to navigate the tricky waters of modern customer engagement.
As I mull over everything from the conference, one thing’s clear: the future belongs to businesses that truly get their customers, build trust through honest and branded communications, and respond quickly to our needs. And with trailblazers like Twilio leading the way, things are looking pretty bright.
So, here’s the million-dollar question: “Who is my customer today, and how can I communicate with them in the best possible way?” Nail the answer to that, tap into the right tools like the ones Twilio offers, and you’re well on your way to success. After all, in the game of business, communication isn’t just key—it’s the whole door.
Epicor announces visionary AI drive during Insights ANZ 2024 conference
Epicor, a global leading provider of industry-specific ERP software solutions for over half a century, hosted its Insights ANZ 2024 conference on the Gold Cost from August 12-14. This premier event offered a deep dive into Epicor’s offerings, emphasising how emerging trends like AI and automation are catalysing industry transformation.
With a robust revenue of $1.25 billion, spanning operations in 150 countries and serving 23,000 customers, Epicor’s influence is significant. Their 4,800-strong workforce is the backbone of their 95% customer retention rate and the 13+ year average customer tenure. Epicor regional vice president Graeme Evans set the tone for the event with his opening remarks, urging attendees to “make data your superpower” as Epicor continues to lead the evolution of ERP systems.
The three-day event was packed with sessions aimed at helping businesses optimise operations, drive growth and enhance profitability. Attendees connected with industry peers and Epicor experts, gaining valuable insights into how data integration, automation, and AI can unlock substantial value across various sectors. A standout was the spotlight on Epicor Kinetic, a platform that supercharges workflow automation and intelligent data integration, significantly aimed at boosting business performance and customer satisfaction. Global vision and strategic ownership changes
During the event, I interviewed Epicor executive vice president Andy Coussins. With a distinguished career in international sales, including a pivotal role at Hewlett Packard Enterprise, Coussins has been instrumental in shaping Epicor’s global sales strategy. He shared insights into the importance of the event and the future of Epicor’s solutions in the increasingly cloud-base, AI-driven world.
“Epicor has worked closely with customers across Australia and New Zealand for more than 25 years helping them optimise and grow their businesses with our industry-focused ERP solutions and capabilities. Our customers’ success is our success, and we are deeply committed to serving supply chain companies across a variety of sectors as well as organisations providing aged care services,” stated Andy.
Andy lauded Insights ANZ 2024 as an exceptional platform for the collaboration with customers and partners. He emphasised how the event fosters an invaluable feedback loop that directly influences Epicor’s product roadmap. According to Andy, the conference not only provides significant networking opportunities but also offers participants the chance to engage in educational sessions—a part of the event he sees expanding in future years.
A significant growth announcement was made during the event that Clayton, Dubilier & Rice (“CD&R”) and CVC had agreed to acquire a significant ownership position in Epicor, with both parties receiving equal board representation.
“Our customers and their ambitions are the focus of what we do as we work to provide the most innovative solution sets possible,” said Steve Murphy, Epicor CEO. “CD&R’s support and partnership has been invaluable as we have accelerated the growth of our business, invested significantly in our portfolio and released a number of next-generation, cloud-ready products. We look forward to working with CVC as we continue to grow our platform capabilities, with a keen focus on better serving our dynamic customer base.”
Client and partner success stories
Insights ANZ 2024 provided attendees with the opportunity to learn from the real-world experiences of Epicor users. I spoke with several clients and partners and received examples to help understand the tangible benefits derived from Epicor’s suite of products.
Shirley Chow of Jackson Allison Medical (JAM) and Europlan, long-time users of Epicor Kinetic, shared how networking at events like Insights ANZ has driven benefits for her organisation. According to Shirley, Epicor Kinetic’s seamless out-of-the-box experiences has significant boosted productivity and efficiency through automated processes. Despite a post COVID-19 revenue surge of 150%, JAM and Europlan were able to maintain their headcount, a feat she attributed to the scalability of the Kinetic platform. Shirley also highlights a remarkable improvement in their month-end close process, which was reduced from a full month to just one week. She attributed this to the intuitive design and data extraction capabilities of the system. Shirley praised Epicor’s proactive approach to working closely with her team to maximise product value from their existing solution.
Matt Elliot, Chief Growth Officer of BISCIT, a global leader and partner with Epicor ERP, shared insights into how their warehouse solution is helping organisations worldwide optimise inventory and automate shop floor operations. With the continued support of Epicor’s ecosystem, Biscit has become one of Newcastle NSW’s most surprising success stories, with over 1,300 customers in 40 countries and a team continuing to push innovation, with exciting product launches just around the corner.
Another success story came from the Royal Australian Mint, which selected Epicor for its flexibility and simplicity. The Mint chose Epicor because “met our organisational goals of flexibility and simplicity. There user interface – which was delivered out of the box – fit perfectly with the Mint’s strategy of not having to customise significantly.”
To showcase the entire lifecycle possibility Steel Blue, a Western Australian footwear company reduced its time to prepare orders by 10-15%. “Epicor is the whole foundation of the operations part of our business from finance, customer service, supply chain functions, and manufacturing to support the business globally.”
The future of AI at Epicor and Epicor Prism announcement
IDC vice president and industry analyst Linus Lai addressed the conference on the evolving AI landscape. He noted a significant shift: while 25% of businesses had no plans to adopt AI in 2023, by early 2024, the average business was exploring over 24 AI proof-of-concept projects. Epicor, known for its forward-thinking approach it at the forefront of this shift. I had the opportunity to speak with Arturo Buzzalino, Vice President of Product and Innovation at Epicor, about the latest innovations and how AI is reshaping the ERP landscape. Arturo emphasised that AI is set to revolutionise ERP and software as a whole. He proudly announced Epicor Prism, a groundbreaking AI foundation product currently in incubation. Epicor Prism, designed as a network of AI agents, will be embeddable across all product lines, offering a fluid, people-centric approach to managing tasks, workflows and productivity.
Arturo outlined Epicor’s AI philosophy; it must have ERP at its core, deliver 10x value to be counted as a success, and prioritise a people-centric approach. With Epicor Prism, the company is posited to deliver, unparalleled value, further solidifying its position as a leader in the ERP space. Prism is based on Arturo’s acknowledgement that Epicor has one of the best existing expert systems in the industry and a data ontology built over decades, all of which will allow AI to act swiftly and provide fantastic results for its customers
Epicor Prism whilst in incubation is expected to have further announcements towards the end of the year.
With a robust revenue of $1.25 billion, spanning operations in 150 countries and serving 23,000 customers, Epicor’s influence is significant. Their 4,800-strong workforce is the backbone of their 95% customer retention rate and the 13+ year average customer tenure. Epicor regional vice president Graeme Evans set the tone for the event with his opening remarks, urging attendees to “make data your superpower” as Epicor continues to lead the evolution of ERP systems.
The three-day event was packed with sessions aimed at helping businesses optimise operations, drive growth and enhance profitability. Attendees connected with industry peers and Epicor experts, gaining valuable insights into how data integration, automation, and AI can unlock substantial value across various sectors. A standout was the spotlight on Epicor Kinetic, a platform that supercharges workflow automation and intelligent data integration, significantly aimed at boosting business performance and customer satisfaction. Global vision and strategic ownership changes
During the event, I interviewed Epicor executive vice president Andy Coussins. With a distinguished career in international sales, including a pivotal role at Hewlett Packard Enterprise, Coussins has been instrumental in shaping Epicor’s global sales strategy. He shared insights into the importance of the event and the future of Epicor’s solutions in the increasingly cloud-base, AI-driven world.
“Epicor has worked closely with customers across Australia and New Zealand for more than 25 years helping them optimise and grow their businesses with our industry-focused ERP solutions and capabilities. Our customers’ success is our success, and we are deeply committed to serving supply chain companies across a variety of sectors as well as organisations providing aged care services,” stated Andy.
Andy lauded Insights ANZ 2024 as an exceptional platform for the collaboration with customers and partners. He emphasised how the event fosters an invaluable feedback loop that directly influences Epicor’s product roadmap. According to Andy, the conference not only provides significant networking opportunities but also offers participants the chance to engage in educational sessions—a part of the event he sees expanding in future years.
A significant growth announcement was made during the event that Clayton, Dubilier & Rice (“CD&R”) and CVC had agreed to acquire a significant ownership position in Epicor, with both parties receiving equal board representation.
“Our customers and their ambitions are the focus of what we do as we work to provide the most innovative solution sets possible,” said Steve Murphy, Epicor CEO. “CD&R’s support and partnership has been invaluable as we have accelerated the growth of our business, invested significantly in our portfolio and released a number of next-generation, cloud-ready products. We look forward to working with CVC as we continue to grow our platform capabilities, with a keen focus on better serving our dynamic customer base.”
Client and partner success stories
Insights ANZ 2024 provided attendees with the opportunity to learn from the real-world experiences of Epicor users. I spoke with several clients and partners and received examples to help understand the tangible benefits derived from Epicor’s suite of products.
Shirley Chow of Jackson Allison Medical (JAM) and Europlan, long-time users of Epicor Kinetic, shared how networking at events like Insights ANZ has driven benefits for her organisation. According to Shirley, Epicor Kinetic’s seamless out-of-the-box experiences has significant boosted productivity and efficiency through automated processes. Despite a post COVID-19 revenue surge of 150%, JAM and Europlan were able to maintain their headcount, a feat she attributed to the scalability of the Kinetic platform. Shirley also highlights a remarkable improvement in their month-end close process, which was reduced from a full month to just one week. She attributed this to the intuitive design and data extraction capabilities of the system. Shirley praised Epicor’s proactive approach to working closely with her team to maximise product value from their existing solution.
Matt Elliot, Chief Growth Officer of BISCIT, a global leader and partner with Epicor ERP, shared insights into how their warehouse solution is helping organisations worldwide optimise inventory and automate shop floor operations. With the continued support of Epicor’s ecosystem, Biscit has become one of Newcastle NSW’s most surprising success stories, with over 1,300 customers in 40 countries and a team continuing to push innovation, with exciting product launches just around the corner.
Another success story came from the Royal Australian Mint, which selected Epicor for its flexibility and simplicity. The Mint chose Epicor because “met our organisational goals of flexibility and simplicity. There user interface – which was delivered out of the box – fit perfectly with the Mint’s strategy of not having to customise significantly.”
To showcase the entire lifecycle possibility Steel Blue, a Western Australian footwear company reduced its time to prepare orders by 10-15%. “Epicor is the whole foundation of the operations part of our business from finance, customer service, supply chain functions, and manufacturing to support the business globally.”
The future of AI at Epicor and Epicor Prism announcement
IDC vice president and industry analyst Linus Lai addressed the conference on the evolving AI landscape. He noted a significant shift: while 25% of businesses had no plans to adopt AI in 2023, by early 2024, the average business was exploring over 24 AI proof-of-concept projects. Epicor, known for its forward-thinking approach it at the forefront of this shift. I had the opportunity to speak with Arturo Buzzalino, Vice President of Product and Innovation at Epicor, about the latest innovations and how AI is reshaping the ERP landscape. Arturo emphasised that AI is set to revolutionise ERP and software as a whole. He proudly announced Epicor Prism, a groundbreaking AI foundation product currently in incubation. Epicor Prism, designed as a network of AI agents, will be embeddable across all product lines, offering a fluid, people-centric approach to managing tasks, workflows and productivity.
Arturo outlined Epicor’s AI philosophy; it must have ERP at its core, deliver 10x value to be counted as a success, and prioritise a people-centric approach. With Epicor Prism, the company is posited to deliver, unparalleled value, further solidifying its position as a leader in the ERP space. Prism is based on Arturo’s acknowledgement that Epicor has one of the best existing expert systems in the industry and a data ontology built over decades, all of which will allow AI to act swiftly and provide fantastic results for its customers
Epicor Prism whilst in incubation is expected to have further announcements towards the end of the year.
Zoho Corporation delivers major product announcements and Australian expansion at Zoholics 2024
Zoho Corporation hosted its annual Zoholics 2024 conference in Austin, Texas this week. The event brought major product announcements, as well as news about its Australian expansion.
In the rapidly changing world of business, where the focus has turned to optimisation and task automation, entrepreneurs and business leaders continuously seek ways to streamline operations and stay ahead of their competition. Navigating this dynamic landscape is no small feat. Enter Zoholics 2024, a landmark conference held at the Austin Convention Centre in Austin Texas, by Zoho Corporation. This event brought together Zoho users from across the globe, offering a prime opportunity for networking and expert learning.
Spanning two days, Zoholics 2024 presented an extensive program featuring over 12 tracks and more than 100 different sessions. The event catered to a wide array of interest and expertise levels, covering everything from technical details to the latest industry trends. It provided invaluable opportunities for collaboration, knowledge exchange and strategic planning, helping businesses propel themselves towards their next phase of growth. The old adage is everything is bigger in Texas and Zoho took that to heart with Zoholics 2024 bringing four exciting new product announcements from this leading global technology company. More on those announcements soon.
With an attendance exceeding 1,500 decision-makers from various sectors, participants had unparalleled access to tailored content specific to their organisational needs. Whether exploring marketing strategies, sales techniques, financial management or advanced skill development workshops, Zoholics 2024 comprehensively addressed every attendee's professional requirement.
I was on-site throughout the conference, diligently capturing pivotal moments and insightful revelations shared by Zoho and its user community. This coverage highlighted the transformative potential of harnessing Zoho’s suite of tools, showcasing how the event has empowered businesses to innovate and optimise their operations. Australian Expansion
In an exclusive interview with me, Zoho chief strategy officer Vijay Sundaram sheds some light on the company’s bold decision to establish an office in Adelaide, Australia, diverging from the bustling tech hubs of Sydney, Melbourne, and Brisbane.
Sundaram shares Zoho’s vision for Australia. “Australia is in the top 10 countries for Zoho,” Sundaram asserts, highlighting the distinct advantages Adelaide offers. With Zoho serving over 150 countries, Australia has made itself to the top of Zoho’s radar. Proximity to surrounding states, the affordability and the ability for employees to have freedom of space are some of the key highlights of the area, with estimates the office which has only just recently opened will hopefully double in the next 12 months.
This strategic choice reflects Zoho’s broader approach to office locations, prioritising affordability and conducive environments for personal and professional development. By fostering a culture of holistic growth, Zoho aims to empower its employees both physically and mentally, a principal integral to the company’s ethos.
Zoho has been experiencing year-on-year growth in Australia of 33% with employee numbers growing year-on-year by 57% to support it. Australian businesses are taking up a suite of products from Zoho with the top applications being used by Australians being Zoho One, Zoho CRM and CRMPlus.
Zoho Major Product Announcements
Zoholics 2024 expanded its portfolio of product lineups with four key announcements across collaboration, CRM, security and developer tools.
- Zoho Collaboration- Zoho CRM for Everyone- Zoho Security Stack- Zoho Developer Platform
Zoho Collaboration
Zoho is currently experiencing a 78% year-on-year migration growth away from some of its top competitors, driven by strategic emphasis on its collaboration solutions. AI Integration, workflow automation, and industry-specific features enhance Zoho’s collaboration tools making for a compelling proposition for customers. In an interview with me, Zoho director of AI Ramprakash Ramamoorthy discussed the 5.5 billion AI hits per month across their products is a testament to the uptake of clients making use of the technology.
Zoho’s collaboration projects now feature advanced AI capabilities, including natural language processing (NLP) integrated into Zoho Projects through their proprietary AI engine, Zia. This integration enables users to issue colloquial everyday voice commands, significantly optimising time by extracting contextual information stored across Zoho’s suite of applications. Zia’s functionality extends further within Zoho Notebook, the company’s versatile notebook-taking application, offering users smart summarisations, task management, automatic topic tagging, data analysis, visual chart creation and colander integration to name a few. To enhance workflow automation, Zoho introduces Blueprint, its visual workflow automation technology, now integrated into Zoho Projects, Zoho Workdrive, and Zoho Sign. With Zoho Projects, Blueprint empowers users to streamline traditional project workflows using templates, ensuring ease of use, repeatability, and scalability as projects evolve. In Zoho WorkDrive’s file management solution, users can efficiently map, manage and automate content procedures across departments and teams, particularly beneficial for HR operations for example. Additionally, Zoho Sign enables the creation of reusable templates for document distribution such as sales orders, HR paperwork or legal documents, facilitating signature capture and routing results back to appropriate team members. Zoho showcased the advantages of its latest technologies tailored to key sectors including construction, healthcare, manufacturing, and aviation. Among these innovations is the integration of Zoho Lens, the company's augmented reality remote assistance technology. This feature grants remote access to on-site workers' device cameras, facilitating real-time troubleshooting for industries such as construction and manufacturing. Healthcare providers benefit from robust Data Loss Prevention (DLP) security protocols embedded within Zoho WorkDrive, enabling manual or automatic checks and classification of sensitive data, ensuring compliance and peace of mind. For manufacturing clients, the incorporation of Blueprint into Zoho Projects facilitates streamlined communication and process management, automating steps in crucial processes such as prototype testing, phase gates, and inventory management. Zoho CRM For Everyone
Traditionally, CRM systems have been tailored by IT teams primarily for sales workflows, often overlooking valuable communications integral to client proposal development. Zoho addresses this disparity with the introduction of CRM for Everyone, a platform designed to grant each team within a company a dedicated space to actively contribute and organise information pertinent to their roles in the proposal process. Zoho goes a step further by empowering teams to customise their CRM views, ensuring the relevance and necessity of the information displayed. These team modules feature customisable fields, permissions, workflow automation, and other team-specific adjustments. CRM for Everyone ensures comprehensive capture of all team-contributed information vital to client proposals, seamlessly integrating into the overall proposal process. Zoho Security Stack
Amidst frequent data breaches worldwide, securing your company against tracking, breaches, and attacks is paramount. With the global average cost of a data breach estimated at $4.5 million in 2023 by IBM, prioritising robust protection without compromising productivity is imperative. Zoho offers a comprehensive security stack centred around Ulaa, a privacy-first browser, Directory, a workforce identity and access management (IAM) platform, OneAuth for multi-factor authentication (MFA), and Vault for secure password management.
Ulaa, Zoho's privacy-first browser, integrates machine learning-powered phishing and crypto mining detection features to thwart unauthorised access by threat actors. Directory simplifies user, app, device, and network management from a unified console, empowering IT admins to automate access management and enforce conditional access and routing policies. Additionally, Zoho's Directory features a Bring Your Own Key (BYOK) capability, enabling users to deploy their encryption keys for enhanced data security. Zoho Developer Platform
With over 25 years of developer support, Zoho continues to enhance its offerings within the developer environment. At Zoholics 2024, Zoho introduced significant upgrades tailored to professional developers and application teams. Catalyst by Zoho emerges as a pro-code platform, enabling rapid development, testing, and launch of full-stack, production-ready applications. Catalyst empowers developers to leverage existing infrastructure and data sources by seamlessly integrating with the Zoho ecosystem and third-party applications. The platform offers pre-built components and a suite of developer tools to streamline development processes, facilitating faster product innovation and market entry. Catalyst's latest features include automated testing and build for continuous delivery pipelines, along with a fully managed front-end platform compatible with popular frameworks like React.js, Next.js, and Sveltekit.
Following a product launch, data and analytics are pivotal in assessing app usage, performance, user engagement, and growth metrics. Zoho Apptics grants developers and management teams access to data streams, facilitating actionable insights through dashboards and reports, all while ensuring responsible data sourcing without compromising individual privacy.
Zoho provides a range of pricing tiers and plans to suit different business sizes and needs across all their products. To explore the range of applications and pricing models visit their website.
In the rapidly changing world of business, where the focus has turned to optimisation and task automation, entrepreneurs and business leaders continuously seek ways to streamline operations and stay ahead of their competition. Navigating this dynamic landscape is no small feat. Enter Zoholics 2024, a landmark conference held at the Austin Convention Centre in Austin Texas, by Zoho Corporation. This event brought together Zoho users from across the globe, offering a prime opportunity for networking and expert learning.
Spanning two days, Zoholics 2024 presented an extensive program featuring over 12 tracks and more than 100 different sessions. The event catered to a wide array of interest and expertise levels, covering everything from technical details to the latest industry trends. It provided invaluable opportunities for collaboration, knowledge exchange and strategic planning, helping businesses propel themselves towards their next phase of growth. The old adage is everything is bigger in Texas and Zoho took that to heart with Zoholics 2024 bringing four exciting new product announcements from this leading global technology company. More on those announcements soon.
With an attendance exceeding 1,500 decision-makers from various sectors, participants had unparalleled access to tailored content specific to their organisational needs. Whether exploring marketing strategies, sales techniques, financial management or advanced skill development workshops, Zoholics 2024 comprehensively addressed every attendee's professional requirement.
I was on-site throughout the conference, diligently capturing pivotal moments and insightful revelations shared by Zoho and its user community. This coverage highlighted the transformative potential of harnessing Zoho’s suite of tools, showcasing how the event has empowered businesses to innovate and optimise their operations. Australian Expansion
In an exclusive interview with me, Zoho chief strategy officer Vijay Sundaram sheds some light on the company’s bold decision to establish an office in Adelaide, Australia, diverging from the bustling tech hubs of Sydney, Melbourne, and Brisbane.
Sundaram shares Zoho’s vision for Australia. “Australia is in the top 10 countries for Zoho,” Sundaram asserts, highlighting the distinct advantages Adelaide offers. With Zoho serving over 150 countries, Australia has made itself to the top of Zoho’s radar. Proximity to surrounding states, the affordability and the ability for employees to have freedom of space are some of the key highlights of the area, with estimates the office which has only just recently opened will hopefully double in the next 12 months.
This strategic choice reflects Zoho’s broader approach to office locations, prioritising affordability and conducive environments for personal and professional development. By fostering a culture of holistic growth, Zoho aims to empower its employees both physically and mentally, a principal integral to the company’s ethos.
Zoho has been experiencing year-on-year growth in Australia of 33% with employee numbers growing year-on-year by 57% to support it. Australian businesses are taking up a suite of products from Zoho with the top applications being used by Australians being Zoho One, Zoho CRM and CRMPlus.
Zoho Major Product Announcements
Zoholics 2024 expanded its portfolio of product lineups with four key announcements across collaboration, CRM, security and developer tools.
- Zoho Collaboration- Zoho CRM for Everyone- Zoho Security Stack- Zoho Developer Platform
Zoho Collaboration
Zoho is currently experiencing a 78% year-on-year migration growth away from some of its top competitors, driven by strategic emphasis on its collaboration solutions. AI Integration, workflow automation, and industry-specific features enhance Zoho’s collaboration tools making for a compelling proposition for customers. In an interview with me, Zoho director of AI Ramprakash Ramamoorthy discussed the 5.5 billion AI hits per month across their products is a testament to the uptake of clients making use of the technology.
Zoho’s collaboration projects now feature advanced AI capabilities, including natural language processing (NLP) integrated into Zoho Projects through their proprietary AI engine, Zia. This integration enables users to issue colloquial everyday voice commands, significantly optimising time by extracting contextual information stored across Zoho’s suite of applications. Zia’s functionality extends further within Zoho Notebook, the company’s versatile notebook-taking application, offering users smart summarisations, task management, automatic topic tagging, data analysis, visual chart creation and colander integration to name a few. To enhance workflow automation, Zoho introduces Blueprint, its visual workflow automation technology, now integrated into Zoho Projects, Zoho Workdrive, and Zoho Sign. With Zoho Projects, Blueprint empowers users to streamline traditional project workflows using templates, ensuring ease of use, repeatability, and scalability as projects evolve. In Zoho WorkDrive’s file management solution, users can efficiently map, manage and automate content procedures across departments and teams, particularly beneficial for HR operations for example. Additionally, Zoho Sign enables the creation of reusable templates for document distribution such as sales orders, HR paperwork or legal documents, facilitating signature capture and routing results back to appropriate team members. Zoho showcased the advantages of its latest technologies tailored to key sectors including construction, healthcare, manufacturing, and aviation. Among these innovations is the integration of Zoho Lens, the company's augmented reality remote assistance technology. This feature grants remote access to on-site workers' device cameras, facilitating real-time troubleshooting for industries such as construction and manufacturing. Healthcare providers benefit from robust Data Loss Prevention (DLP) security protocols embedded within Zoho WorkDrive, enabling manual or automatic checks and classification of sensitive data, ensuring compliance and peace of mind. For manufacturing clients, the incorporation of Blueprint into Zoho Projects facilitates streamlined communication and process management, automating steps in crucial processes such as prototype testing, phase gates, and inventory management. Zoho CRM For Everyone
Traditionally, CRM systems have been tailored by IT teams primarily for sales workflows, often overlooking valuable communications integral to client proposal development. Zoho addresses this disparity with the introduction of CRM for Everyone, a platform designed to grant each team within a company a dedicated space to actively contribute and organise information pertinent to their roles in the proposal process. Zoho goes a step further by empowering teams to customise their CRM views, ensuring the relevance and necessity of the information displayed. These team modules feature customisable fields, permissions, workflow automation, and other team-specific adjustments. CRM for Everyone ensures comprehensive capture of all team-contributed information vital to client proposals, seamlessly integrating into the overall proposal process. Zoho Security Stack
Amidst frequent data breaches worldwide, securing your company against tracking, breaches, and attacks is paramount. With the global average cost of a data breach estimated at $4.5 million in 2023 by IBM, prioritising robust protection without compromising productivity is imperative. Zoho offers a comprehensive security stack centred around Ulaa, a privacy-first browser, Directory, a workforce identity and access management (IAM) platform, OneAuth for multi-factor authentication (MFA), and Vault for secure password management.
Ulaa, Zoho's privacy-first browser, integrates machine learning-powered phishing and crypto mining detection features to thwart unauthorised access by threat actors. Directory simplifies user, app, device, and network management from a unified console, empowering IT admins to automate access management and enforce conditional access and routing policies. Additionally, Zoho's Directory features a Bring Your Own Key (BYOK) capability, enabling users to deploy their encryption keys for enhanced data security. Zoho Developer Platform
With over 25 years of developer support, Zoho continues to enhance its offerings within the developer environment. At Zoholics 2024, Zoho introduced significant upgrades tailored to professional developers and application teams. Catalyst by Zoho emerges as a pro-code platform, enabling rapid development, testing, and launch of full-stack, production-ready applications. Catalyst empowers developers to leverage existing infrastructure and data sources by seamlessly integrating with the Zoho ecosystem and third-party applications. The platform offers pre-built components and a suite of developer tools to streamline development processes, facilitating faster product innovation and market entry. Catalyst's latest features include automated testing and build for continuous delivery pipelines, along with a fully managed front-end platform compatible with popular frameworks like React.js, Next.js, and Sveltekit.
Following a product launch, data and analytics are pivotal in assessing app usage, performance, user engagement, and growth metrics. Zoho Apptics grants developers and management teams access to data streams, facilitating actionable insights through dashboards and reports, all while ensuring responsible data sourcing without compromising individual privacy.
Zoho provides a range of pricing tiers and plans to suit different business sizes and needs across all their products. To explore the range of applications and pricing models visit their website.
Braze unveils revolutionary AI Innovations to transform customer engagement
In today's fiercely competitive marketplace, capturing customer attention is more challenging than ever. Brands are vying not just for visibility but for meaningful engagement that fosters loyalty and drives business success. Recognising this imperative, Braze—the leading customer engagement platform—has unveiled a suite of ground-breaking product innovations at its annual customer conference, Forge 2024.
These advancements are poised to redefine how marketers craft personalised experiences, ensuring that businesses stay ahead in the race for customer hearts and minds. From the moment you visit Braze you understand their philosophy, and it makes sense; Customers are demanding the world, while AI is already transforming it
Project catalyst: the next frontier in personalised marketing
At the forefront of Braze's announcements is the introduction of their new AI agent, codenamed Project Catalyst. Set to enter beta in the first half of fiscal year 2026, this innovation promises to deliver true one-to-one customer engagement on an unprecedented scale. By rapidly creating, testing, and optimising thousands of experience variations, Project Catalyst empowers marketers to connect with consumers in ways previously thought impossible.
With extensive experience working with various client portals, multi-channel quoting systems, and referral channels, I professionally understand the complexity involved in testing a wide range of customer journey variations. Managing all relevant touchpoints—whether email, SMS, phone, websites, or mobile applications—can be overwhelming. Project Catalyst is designed to address this challenge head-on, simplifying and optimising the process. So, how does it work? Marketers start by providing high-level guidelines for customer journeys, including content preferences, product recommendations, and incentive structures. They also specify target audiences and campaign goals. From there, Project Catalyst springs into action, generating hundreds of variants for each component of the customer experience—be it the subject line of an email, the tone of a push notification, or the timing of a special offer. The AI then intelligently combines these elements to craft unique, personalised experiences for each individual consumer.
"Consumers have more brand choices than ever before," said Jon Hyman, Co-founder and CTO of Braze. "They demand highly memorable and relevant experiences that are personalised to them. The brands that meet that challenge by being absolutely engaging will win consumer attention, advocacy, and dollars." Enhancing marketer efficiency with BrazeAI assistants
In addition to Project Catalyst, Braze is extending the power of generative AI with new assistant features: the BrazeAI Liquid Assistant and the Message Template Assistant which is scheduled for second half of 2025. These tools, designed to simplify complex marketing tasks, allow marketers to create advanced personalixsation logic and sophisticated message templates using simple, plain-text prompts.
For instance, the BrazeAI Liquid Assistant (generally available) can help generate dynamic content blocks without requiring in-depth coding knowledge. This means marketers can focus more on strategy and creativity, rather than getting bogged down in technical details.
Streamlining Customer Journeys with Canvas Templates
Understanding that time is of the essence for marketing teams, Braze has introduced Canvas Templates, a library of pre-built customer journey templates. These templates cover a range of common use cases—such as onboarding new users, recovering abandoned carts, and re-engaging lapsed customers—allowing teams to quickly implement effective strategies without starting from scratch.
"Braze Canvas Templates have truly transformed the way we work at Overstock," shared Nicole Ruffner, Campaign Automation Manager at Overstock. "Their straightforward setup and editing capabilities have simplified and significantly streamlined our processes. These templates have been a game-changer, boosting our team's efficiency and accuracy." Harnessing Data for Deeper Customer Insights
Great customer experiences are built on a foundation of deep understanding. To that end, Braze has made significant enhancements to the Braze Data Platform, making it easier than ever to unify and activate customer data. New Cloud Data Ingestion (CDI) integrations with AWS S3 and Microsoft Azure enable seamless data consolidation from various sources.
Moreover, with CDI Segments, marketers can build audiences using zero-copy data directly from their data warehouses. This eliminates the need for data duplication and ensures that segmentation is both efficient and up-to-date. The introduction of automated Identity Resolution capabilities further helps maintain accurate customer profiles, crucial for delivering relevant and personalised experiences.
Expanding Reach with New Global Channels
As digital touchpoints continue to proliferate, Braze is expanding its channel offerings to help brands meet customers where they are. The platform now includes support for LINE, the most popular messaging app in Japan and widely used across Southeast Asia. Additionally, enhancements to WhatsApp messaging—such as dynamic images, click tracking, and commerce support—are set to roll out, offering richer engagement opportunities.
For brands looking to stay at the cutting edge of mobile communication, Braze is also introducing support for RCS Business Messaging. This next-generation SMS protocol allows for interactive, media-rich messaging, providing a more engaging experience than traditional text messages.
Driving Business Success Through Customer Loyalty
In an era where consumers are inundated with choices, building and maintaining customer loyalty is paramount. Braze's latest innovations are not just about leveraging technology for its own sake—they're about forging deeper connections between brands and their customers.
By harnessing the power of AI, data integration, and expanded communication channels, businesses can deliver highly personalised experiences that resonate with consumers on an individual level. This level of engagement not only captures attention but also fosters long-term loyalty, turning customers into brand advocates.
As Jon Hyman aptly put it, "Our latest innovations further improve marketers’ abilities to use first-party data and an ever-evolving set of channels to create more valuable customer experiences. Braze powers experimentation at a true one-to-one scale, which drives measurable value for both the consumer and the brand."
Braze's announcements at Forge 2024 signal a significant leap forward in customer engagement technology. By equipping marketers with advanced AI tools, enhanced data capabilities, and broader communication channels, Braze is enabling brands to meet—and exceed—the evolving expectations of today's consumers.
In a world where customer attention is the most valuable currency, these innovations provide businesses with the means to not just compete but to thrive. Through personalised, engaging experiences, brands can build lasting relationships that drive growth and ensure long-term success.
In today's fiercely competitive marketplace, capturing customer attention is more challenging than ever. Brands are vying not just for visibility but for meaningful engagement that fosters loyalty and drives business success. Recognising this imperative, Braze—the leading customer engagement platform—has unveiled a suite of ground-breaking product innovations at its annual customer conference, Forge 2024.
These advancements are poised to redefine how marketers craft personalised experiences, ensuring that businesses stay ahead in the race for customer hearts and minds. From the moment you visit Braze you understand their philosophy, and it makes sense; Customers are demanding the world, while AI is already transforming it
Project catalyst: the next frontier in personalised marketing
At the forefront of Braze's announcements is the introduction of their new AI agent, codenamed Project Catalyst. Set to enter beta in the first half of fiscal year 2026, this innovation promises to deliver true one-to-one customer engagement on an unprecedented scale. By rapidly creating, testing, and optimising thousands of experience variations, Project Catalyst empowers marketers to connect with consumers in ways previously thought impossible.
With extensive experience working with various client portals, multi-channel quoting systems, and referral channels, I professionally understand the complexity involved in testing a wide range of customer journey variations. Managing all relevant touchpoints—whether email, SMS, phone, websites, or mobile applications—can be overwhelming. Project Catalyst is designed to address this challenge head-on, simplifying and optimising the process. So, how does it work? Marketers start by providing high-level guidelines for customer journeys, including content preferences, product recommendations, and incentive structures. They also specify target audiences and campaign goals. From there, Project Catalyst springs into action, generating hundreds of variants for each component of the customer experience—be it the subject line of an email, the tone of a push notification, or the timing of a special offer. The AI then intelligently combines these elements to craft unique, personalised experiences for each individual consumer.
"Consumers have more brand choices than ever before," said Jon Hyman, Co-founder and CTO of Braze. "They demand highly memorable and relevant experiences that are personalised to them. The brands that meet that challenge by being absolutely engaging will win consumer attention, advocacy, and dollars." Enhancing marketer efficiency with BrazeAI assistants
In addition to Project Catalyst, Braze is extending the power of generative AI with new assistant features: the BrazeAI Liquid Assistant and the Message Template Assistant which is scheduled for second half of 2025. These tools, designed to simplify complex marketing tasks, allow marketers to create advanced personalixsation logic and sophisticated message templates using simple, plain-text prompts.
For instance, the BrazeAI Liquid Assistant (generally available) can help generate dynamic content blocks without requiring in-depth coding knowledge. This means marketers can focus more on strategy and creativity, rather than getting bogged down in technical details.
Streamlining Customer Journeys with Canvas Templates
Understanding that time is of the essence for marketing teams, Braze has introduced Canvas Templates, a library of pre-built customer journey templates. These templates cover a range of common use cases—such as onboarding new users, recovering abandoned carts, and re-engaging lapsed customers—allowing teams to quickly implement effective strategies without starting from scratch.
"Braze Canvas Templates have truly transformed the way we work at Overstock," shared Nicole Ruffner, Campaign Automation Manager at Overstock. "Their straightforward setup and editing capabilities have simplified and significantly streamlined our processes. These templates have been a game-changer, boosting our team's efficiency and accuracy." Harnessing Data for Deeper Customer Insights
Great customer experiences are built on a foundation of deep understanding. To that end, Braze has made significant enhancements to the Braze Data Platform, making it easier than ever to unify and activate customer data. New Cloud Data Ingestion (CDI) integrations with AWS S3 and Microsoft Azure enable seamless data consolidation from various sources.
Moreover, with CDI Segments, marketers can build audiences using zero-copy data directly from their data warehouses. This eliminates the need for data duplication and ensures that segmentation is both efficient and up-to-date. The introduction of automated Identity Resolution capabilities further helps maintain accurate customer profiles, crucial for delivering relevant and personalised experiences.
Expanding Reach with New Global Channels
As digital touchpoints continue to proliferate, Braze is expanding its channel offerings to help brands meet customers where they are. The platform now includes support for LINE, the most popular messaging app in Japan and widely used across Southeast Asia. Additionally, enhancements to WhatsApp messaging—such as dynamic images, click tracking, and commerce support—are set to roll out, offering richer engagement opportunities.
For brands looking to stay at the cutting edge of mobile communication, Braze is also introducing support for RCS Business Messaging. This next-generation SMS protocol allows for interactive, media-rich messaging, providing a more engaging experience than traditional text messages.
Driving Business Success Through Customer Loyalty
In an era where consumers are inundated with choices, building and maintaining customer loyalty is paramount. Braze's latest innovations are not just about leveraging technology for its own sake—they're about forging deeper connections between brands and their customers.
By harnessing the power of AI, data integration, and expanded communication channels, businesses can deliver highly personalised experiences that resonate with consumers on an individual level. This level of engagement not only captures attention but also fosters long-term loyalty, turning customers into brand advocates.
As Jon Hyman aptly put it, "Our latest innovations further improve marketers’ abilities to use first-party data and an ever-evolving set of channels to create more valuable customer experiences. Braze powers experimentation at a true one-to-one scale, which drives measurable value for both the consumer and the brand."
Braze's announcements at Forge 2024 signal a significant leap forward in customer engagement technology. By equipping marketers with advanced AI tools, enhanced data capabilities, and broader communication channels, Braze is enabling brands to meet—and exceed—the evolving expectations of today's consumers.
In a world where customer attention is the most valuable currency, these innovations provide businesses with the means to not just compete but to thrive. Through personalised, engaging experiences, brands can build lasting relationships that drive growth and ensure long-term success.
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