Technology

AUSTRALIAN COST OF POOR CUSTOMER SERVICE REVEALED, AI RESOLUTION UNDER PRESSURE

Published

2 months ago

April 29, 2026

SIPPY DOWNS, Australia, April 30, 2026 /PRNewswire/ — With the time it takes from query to resolution, new research commissioned by Australian insurance company Youi[1] has uncovered that human connection and clear communication are critical for a positive customer service experience. In a study of more than 2,000 Australians, findings revealed that while 81% report their most recent customer service interaction as positive, the cost of a negative experience is steep, and can impact more than just our wallet.

The real life ‘time-away’ cost

The numbers reveal a hidden, real life ‘time-away’ cost – a personal cost that Australians experience when dealing with customer service. 62% of Australians say their most recent customer service interaction took time or energy away from something that mattered, including personal downtime (39%), mental or emotional wellbeing (19%), family or friend time (13%), work or income (11%), and sleep (7%).

This hidden ‘time‑away’ cost becomes even more apparent during bad customer service experiences. Among those whose last experience was negative, 91% reported a cost to their time or wellbeing, with 57% losing personal time, 52% mental energy, 27% family time, 23% work or income time, and 18% sleep, compared with just 9% who experienced no impact.

Good customer service – a simple recipe

Anthony Antonucci, Chief Customer Officer at Youi said the research reveals a clear blueprint for fixing the service industry problem, a simple recipe for good customer experience built on three essential ingredients.

“This research makes clear that great customer experience isn’t accidental – it follows a recipe. Australians tell us the three ingredients that matter most are simple: being able to speak to a real person, having clear communication, and getting a quick, effective response,” Anthony said.

“But as more companies lean heavily into automation and AI, access to a real human is becoming harder to find, and consumers are feeling the consequences. Even tech savvy Australians, who are comfortable with digital tools, still credit real human support as critical to resolving their issue. That tells us something important: technology can absolutely help, but it can’t replace empathy, clarity or genuine connection. These three elements are key to timely issue resolution, giving customers their time back.”

51% of respondents say speaking to a real person is the top factor driving an effective resolution. This is followed by 34% citing great communication and thirdly, quick responses or short wait times, which 33% say made a difference.

Among the Aussies that prefer technology, four in five (81%) still say speaking to a real person is important or essential for high-stakes customer issues, such as those affecting their finances, health or family. Further, 32% want to speak to a real person immediately when something goes wrong. This sentiment is even more common among the general population, with two thirds of Australians (67%) saying they want to talk to a real person straight away when an issue arises.

Psychologist and Human Behaviour Expert, Sabina Read has emphasised the power of human connection. “In a fast-moving world, with AI and chatbots infiltrating many of our daily interactions, it’s no surprise that human connection and clear communication top the list of ingredients that constitute a positive customer service experience. We’re hardwired for connection. Even the best technological innovations can’t replace the power of being seen, heard and validated in a timely manner when we are seeking to resolve an issue that matters to us,” Sabina said.

“Curiosity and presence matter when we’re feeling frustrated. Human connection is the most impactful way to truly bring these to life, which goes a long way in explaining why contact with another person is a key ingredient is in delivering customer service that lands,” she said.

The recipe for better customer service is clear. While automation and AI can improve efficiency, human connection cannot be replaced. When customer service puts people first, Australians gain back the time, clarity and confidence they need most.

To find out more about the research, visit here.

Disclaimer:
This article’s data is sourced from a survey conducted by Ideally Group Limited between 10th March 2026 and 14th March 2026, involving 2,080 individuals aged 18 and above from all states and territories within Australia. Some percentages have been rounded to the nearest whole number. Survey results have not been independently verified by Youi and may not be representative of the general population. Youi makes no representation or warranty of any kind of the accuracy, adequacy, reliability, or completeness of the data and accepts no liability for any loss or damage of any kind suffered as a result of the use of or reliance on the data. Individual experiences may vary.

ABOUT YOUI:

Youi Pty Ltd is an Australian registered company and is a wholly owned subsidiary of Youi Holdings Pty Ltd, a subsidiary of OUTsurance International Holdings Pty Limited. The ultimate holding company is OUTsurance Group Limited.

Youi Pty Ltd is a registered general insurance company which underwrites its own policies. Our products currently include Vehicle Insurance (Car, NSW CTP Green Slip, SA CTP, Motorcycle, Caravan and Trailer), Home Insurance (Buildings and Contents), Watercraft and Small Business Insurance.

Company: Youi

Company Phone: 13 96 84

Website: https://www.youi.com.au/

Head Office Location: https://share.google/Vw6L9htnVyiMIYQFP

View original content:https://www.prnewswire.com/apac/news-releases/australian-cost-of-poor-customer-service-revealed-ai-resolution-under-pressure-302756451.html

SOURCE Youi

Technology

Holderness & Bourne Tees Up eCommerce Growth with Barrett Distribution Centers

Published

16 minutes ago

June 19, 2026

FRANKLIN, Mass., June 19, 2026 /PRNewswire/ — Barrett Distribution Centers, a leading third-party logistics provider specializing in eCommerce fulfillment, announced a new partnership with Holderness & Bourne, a premium lifestyle brand known for its sophisticated men’s golf apparel and commitment to quality craftsmanship.

“Having worked with Barrett previously, I knew they had the experience, flexibility and operational expertise we needed as our business continued to grow,” said Sean Eaton, director of operations at Holderness & Bourne. “Their team’s responsiveness, strategic location and ability to quickly scale a solution made them the right partner to support our inventory and fulfillment requirements. We’re excited to continue building on that relationship as our business evolves.”

Barrett’s extensive experience supporting apparel and accessory brands, combined with its ability to provide scalable warehouse space, technology solutions and managed transportation services, positioned the company to support Holderness & Bourne’s expedited onboarding and future growth initiatives.

“Barrett is thrilled to step onto the fairway with Holderness & Bourne, a fast-growing premium golf apparel brand with a recognizable name and a loyal following among golfers who know quality when they see it,” said Mark Healy, vice president of customer solutions at Barrett. “Holderness & Bourne’s commitment to quality and customer satisfaction aligns perfectly with our focus on delivering dependable, flexible and scalable fulfillment solutions. We look forward to supporting their continued growth and serving as a trusted partner for years to come.”

Holderness & Bourne is now live at Barrett’s Hillsborough, N.J., fulfillment facility, where Barrett provides inventory staging and replenishment services in support of the brand’s New York operations. Located near Holderness & Bourne’s headquarters, the facility offers the space, technology and transportation resources needed to support the brand’s continued growth.

About Holderness & Bourne

Holderness & Bourne is a premium lifestyle brand focused on men’s golf apparel. It was founded around 2015 by Alex Holderness and John Bourne and centers on classic, refined golf-inspired style with modern fit and performance. Discover sophisticated, modern golf apparel crafted with premium fabrics designed for performance and comfort on the course and off. If you’re seeking golf apparel brands that prioritize craftsmanship and timeless design, our commitment to quality and fit speaks for itself. 

About Barrett Distribution Centers

Since 1941, Barrett has provided customized third-party logistics (3PL), direct-to-consumer (DTC) eCommerce fulfillment, omnichannel distribution, managed transportation solutions and retail compliance for clients across all industries, with a focus on apparel & footwear, health & beauty, consumer packaged goods (CPG) and education. Barrett continues to be a leading 3PL provider in North America, known for superior execution, customer engagement and direct access to senior leadership decision-makers. As a member of Inc.’s fastest-growing companies list 15+ times, Barrett is big enough to do the job and still small enough to deeply care about your business. Brands interested in a new 3PL partnership may contact Barrett directly here.

Media Contact:

Faith Artieda
Marketing Content Specialist
Faith.artieda@barrettdistribution.com

View original content to download multimedia:https://www.prnewswire.com/news-releases/holderness–bourne-tees-up-ecommerce-growth-with-barrett-distribution-centers-302805461.html

SOURCE Barrett Distribution Centers Inc.

Technology

Trial Attorney Clint Zalas of South Bend Explains Why Cases Often Take Longer Than Expected for HelloNation

Published

16 minutes ago

June 19, 2026

SOUTH BEND, Ind., June 19, 2026 /PRNewswire/ — Why do personal injury cases take longer than many people expect? A HelloNation article answers this question with insights from Personal Injury Attorney Clint Zalas of Lee & Zalas, P.C. in South Bend. The article explains that while delays can feel frustrating, the personal injury case timeline often protects injured individuals by ensuring accuracy and fairness in the settlement process.

The first factor the article discusses is investigation. A strong case requires photographs, medical records, witness statements, and sometimes expert evaluations. Collecting and reviewing this accident recovery evidence takes time, but it strengthens the foundation of the claim. If attorneys or claimants rush through this stage, they risk weakening the case and limiting the eventual injury settlement.

Medical treatment delays also extend the personal injury case timeline. According to the HelloNation article, the true scope of injuries often reveals itself over weeks or months. Recovery may require physical therapy, surgery, or long-term care. Settling before treatment concludes can prevent injured parties from recovering fair compensation for future expenses. Once finalized, an injury settlement cannot be reopened to account for additional medical costs or lost wages.

Insurance company negotiations create another layer of complexity. Adjusters carefully review claims, request documentation, and sometimes demand independent medical evaluations. Each exchange between the injured party and the insurer adds time. However, as the article explains, these negotiations help ensure that the settlement reflects the full cost of accident recovery rather than a rushed or incomplete figure.

The HelloNation feature warns against quick settlements. While they may feel satisfying at first, they often fail to cover long-term needs. For example, an injury that initially appears temporary may become chronic. Lost wages may continue if the person cannot return to work. By waiting, injured individuals make sure these realities factor into their personal injury litigation or settlement discussions.

Court schedules can also extend the process. If a case enters litigation, hearings, depositions, and trial dates must align with the court’s availability. This stage can be time-consuming, but it applies pressure on insurance companies to negotiate fairly. Many cases settle before trial, yet the possibility of litigation serves as an important safeguard in achieving full compensation.

The article highlights how expectations often differ from reality. Many people assume they will receive a check within weeks of filing a claim. In truth, personal injury law prioritizes fair compensation over speed. A thorough personal injury case timeline ensures that accident recovery costs, medical treatment delays, and future expenses are considered.

The HelloNation article also explains that rushing to accept an early offer can leave individuals paying for expenses they never anticipated. Quick settlements often fail to account for ongoing therapy, future surgeries, or extended time away from work. Building a complete case with medical documentation and evidence, though time-consuming, gives claimants the strongest chance of receiving a fair settlement.

Patience plays a key role throughout the process. The article states that waiting allows the injured person, their attorney, and the insurance company to see the full impact of the accident. While the delays can feel difficult, they ultimately protect the injured party from being pressured into unfair agreements. In personal injury litigation, accuracy ensures justice, even if it requires more time.

The article concludes that while a long personal injury case timeline can surprise claimants, it serves an important purpose. By gathering strong evidence, completing medical treatment, and negotiating thoroughly with the insurance company, injured people give themselves the best chance at full and fair compensation. A slower process often delivers a more secure outcome.

The full article, titled Why Personal Injury Cases Often Take Longer Than Expected, features the expertise of Personal Injury Expert Clint Zalas of Lee & Zalas, P.C. in South Bend and appears on HelloNation.

About HelloNation

HelloNation is a premier media platform that connects readers with trusted professionals and businesses across various industries. Through its innovative “edvertising” approach that blends educational content and storytelling, HelloNation delivers expert-driven articles that inform, inspire, and empower. Covering topics from home improvement and health to business strategy and lifestyle, HelloNation highlights leaders making a meaningful impact in their communities.

View original content to download multimedia:https://www.prnewswire.com/news-releases/trial-attorney-clint-zalas-of-south-bend-explains-why-cases-often-take-longer-than-expected-for-hellonation-302805468.html

SOURCE HelloNation

Technology

Surfshark enhances its proprietary Dausos protocol to boost connectivity

Published

16 minutes ago

June 19, 2026

VILNIUS, Lithuania, June 19, 2026 /PRNewswire/ — Surfshark, a leading privacy protection company, has released a major upgrade to its proprietary VPN protocol, Dausos. This latest update drastically improves accessibility, connectivity rates, and network compatibility for users worldwide.

The primary focus of this update is to address the barriers on highly managed networks. Previously, users might have experienced difficulties connecting to Dausos on strict institutional firewalls — such as those found in schools, universities, and corporate environments. With this release, Surfshark has successfully implemented specialized network fixes, ensuring that Dausos has a better connectivity rate for users connecting in these environments.

“We want as many people as possible to experience the power of Dausos, which is why continuous improvement is our priority,” says Karolis Kaciulis, Leading System Engineer at Surfshark. “Responding directly to user feedback, this update fixes the connectivity issues some experienced in certain network environments.”

Surfshark Dausos: key benefits of the new protocol

Surfshark’s proprietary Dausos protocol revolutionizes the consumer VPN industry by delivering up to 30% faster speeds than current industry standards while future-proofing user privacy for the quantum era.

Unlike traditional VPNs that consolidate traffic through a single interface, Dausos is an audited architecture that automatically isolates user data into its own dedicated, private digital tunnel, eliminating packet interference and optimizing performance based on real-time network conditions.

On the security front, Dausos establishes full post-quantum security by utilizing a hybrid ML-KEM*X25519 key exchange and an advanced ML-DSA self-signed root certificate system to protect against future quantum computing threats. Furthermore, the protocol goes beyond standard security measures by integrating post-compromise security (ensuring compromised keys cannot leak future session data), port randomization to obscure connection paths, and high-speed AEGIS-256X2 cryptographic encryption for robust data integrity.

ABOUT SURFSHARK

Surfshark is a cybersecurity company offering products including an audited VPN, certified antivirus, data leak warning system, private search engine, and a tool for generating an online identity. Recognized as a leading VPN by CNET and TechRadar, Surfshark has also been featured on the FT1000: Europe’s Fastest Growing Companies ranking. Headquartered in the Netherlands, Surfshark has offices in Lithuania and Poland. For information on Surfshark’s operations and highlights, read our Annual Wrap-up. For more research projects, visit our research hub.

View original content to download multimedia:https://www.prnewswire.com/news-releases/surfshark-enhances-its-proprietary-dausos-protocol-to-boost-connectivity-302805246.html

SOURCE Surfshark B.V.