Technology

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

Published

14 hours 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

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SOURCE Youi

Technology

Yon Raz-Fridman Joins Intrinsic Labs as Co-Founder and Partner

Published

59 minutes ago

April 30, 2026

Most AI companies are selling software. Intrinsic is deploying AI workers into the core operations of mid-market companies – and just brought in a serial tech entrepreneur to help the firm scale across the Heartland.

COLUMBUS, Ohio, April 30, 2026 /PRNewswire/ — Intrinsic Labs today announced that Yon Raz-Fridman has joined the firm as a Co-Founder and Partner.

Raz-Fridman has spent nearly two decades building across software, hardware, and platform businesses. Early in his career, he served as Chief of Staff to the President of Keter Group, a $1 billion-plus global consumer products manufacturer. He went on to co-found Kano, the award-winning educational computing company, and later founded Supersocial, the immersive gaming studio acquired by Super League Enterprises in 2025. He is a member of the World Economic Forum’s Technology Convergence Council.

He joins Intrinsic at a moment when mid-market companies are moving from AI experimentation to deployment. Intrinsic works with operators in logistics, construction, insurance, manufacturing, and industrial markets to deploy AI workers into the workflows that run the business – increasing throughput, reducing manual work, and expanding capacity without adding headcount.

The firm has built its reputation on practical deployments tied to real operating metrics. In one engagement with a national real estate brokerage, Intrinsic’s AI Accounting Agents reached 97% invoice coding accuracy, automated 90% of the AP workflow, and fully removed FTEs from the review flow.

“Yon understands what it takes to build and scale in the real world,” said Jon Slemp, Managing Partner at Intrinsic Labs. “Our clients aren’t buying flashy agents, they’re buying outcomes and reliable labor. They need agentic systems that take work off their teams, perform reliably, and produce measurable gains in throughput and capacity. That’s what we build.”

As Co-Founder, Raz-Fridman will oversee Intrinsic’s expansion – designing the channel relationships, institutional partnerships, and market positioning that take the firm from a proven Ohio model to the defining AI workforce platform for America’s industrial middle market.

“The companies that win over the next decade will be the ones that figure out how to staff AI into their operations and manage it like a workforce. Intrinsic is doing that work now, inside real businesses, tied to real outputs. The Heartland is exactly the right place to prove this model, and Intrinsic is exactly the right team to do it.” — Yon Raz-Fridman

About Intrinsic Labs LLC
Intrinsic Labs helps mid-market companies deploy AI workers into the workflows that run their business. The firm focuses on logistics, construction, insurance, manufacturing, and industrial markets, where manual work, fragmented systems, and labor constraints create clear opportunities for leverage. Intrinsic works with clients to put AI workers into production, tie them to operating KPIs, and help teams scale output without scaling headcount. https://www.intrinsic-labs.ai/

About Team Yon LLC
Team Yon LLC is a management company founded by Yon Raz-Fridman that incubates new ventures, provides executive leadership, and makes strategic investments at the intersection of emerging technology and human advancement. Through Team Yon LLC, Raz-Fridman partners with founders and operators across healthcare, AI, and frontier technology – including his role as co-founder and Partner at Intrinsic Labs. https://teamyon.org

Media Contact:hello@intrinsic-labs.ai

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SOURCE Team Yon LLC

Technology

Wipfli to complete CompliancePoint transaction and add associates, expanding capabilities

Published

59 minutes ago

April 30, 2026

MILWAUKEE, April 30, 2026 /PRNewswire/ — Wipfli, a top 25 national advisory and accounting firm, announced today it has entered into an agreement with CompliancePoint Inc., a provider of risk management services focused on information security, data privacy and regulatory compliance. 2 partners and 52 associates will join the firm as a result of the transaction.

Based in Duluth, Georgia, CompliancePoint brings specialization across cybersecurity, privacy and compliance, serving clients across a wide variety of industries. The addition strengthens Wipfli’s risk management offerings and expands its ability to help organizations navigate regulatory scrutiny, evolving cybersecurity threats and complex data protection requirements.

“Organizations today are under more pressure than ever to protect sensitive information and operate responsibly in an evolving regulatory environment,” said Kurt Gresens, CEO at Wipfli Advisory, LLC. “The team at CompliancePoint brings specialized experience and a strong, people-first approach that enhances how we support clients navigating today’s risk landscape.”

CompliancePoint has built its reputation on helping organizations manage risk across the full data lifecycle, with a holistic approach that recognizes how privacy, security and compliance intersect. The combined professional teams from CompliancePoint and Wipfli will deliver expanded, integrated advisory solutions designed to help clients proactively manage risk while supporting long-term growth and operational resilience.

“Wipfli shares our commitment to practical, client-focused solutions and long-term relationships,” said Greg Sparrow, CompliancePoint president. “Together, we’re expanding the resources available to our clients while continuing to deliver the specialized experience and trusted relationships they rely on.”

The addition of the CompliancePoint team also supports Wipfli’s continued investment in talent and innovation. CompliancePoint associates will join a national firm that emphasizes collaboration, professional development and meaningful client impact, while maintaining the specialized focus that has defined their work.

The transaction is expected to become effective on May 1st, 2026

About Wipfli

Wipfli is a leading national advisory and accounting firm with nearly 100 years of experience serving ambitious middle-market organizations. We understand our clients’ unique challenges and help them succeed on their terms through assurance, tax, advisory, outsourcing and technology services. With 3,000+ associates and global alliances, we combine national capabilities with local relationships. Wipfli operates under an alternative practice structure: Wipfli LLP, a licensed CPA firm, provides attest services, while Wipfli Advisory LLC, a non-CPA firm, delivers business advisory and non-attest services. Learn more at wipfli.com or contact Alicia O’Connell at alicia.oconnell@wipfli.com.

Media Contact

Alicia O’Connell
Wipfli
alicia.oconnell@wipfli.com

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SOURCE Wipfli

Technology

Ginkgo Bioworks Announces Date of First Quarter 2026 Results Presentation

Published

59 minutes ago

April 30, 2026

Presentation and Q&A session scheduled for post-market on Thursday, May 7, 2026

BOSTON, April 30, 2026 /PRNewswire/ — Ginkgo Bioworks Holdings, Inc. (NYSE: DNA, “Ginkgo”) today announced that it plans to host a presentation and Q&A session reviewing business performance for the first quarter ended March 31, 2026, on Thursday, May 7, 2026, beginning at 4:30 p.m. ET.

The presentation details and webcast link will be available on Ginkgo’s investor relations website at https://investors.ginkgobioworks.com, and a replay will be made available.

To ask a question ahead of the presentation, please submit them to @Ginkgo on X (hashtag #GinkgoResults) or by sending an e-mail to investors@ginkgobioworks.com.

About Ginkgo Bioworks
Ginkgo Bioworks builds the tools that make biology easier to engineer for everyone. The company offers autonomous laboratories that replace manual laboratory work with robotics in the lab, greatly improving the productivity of scientists. Ginkgo’s in-house autonomous lab is also available as a “cloud lab” through our Datapoints and Solutions contract research services. For more information, visit ginkgobioworks.com and ginkgobiosecurity.com, read our blog, or follow us on social media channels such as X (@Ginkgo and @Ginkgo_Biosec), Instagram (@GinkgoBioworks), Threads (@GinkgoBioworks), or LinkedIn.

Ginkgo Bioworks Contacts:

INVESTOR CONTACT:

investors@ginkgobioworks.com

MEDIA CONTACT:

press@ginkgobioworks.com

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SOURCE Ginkgo Bioworks