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

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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

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OMNICOM TO PRESENT AT THE GOLDMAN SACHS COMMUNACOPIA + TECHNOLOGY CONFERENCE

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September 4, 2026

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NEW YORK, Sept. 4, 2026 /PRNewswire/ — Omnicom (NYSE: OMC) today announced that it will present at the Goldman Sachs Communacopia + Technology Conference 2026 in San Francisco, California on Thursday, September 10, 2026 at 8:10 a.m. Pacific Time.  Live and archived webcasts will be available at the investor relations section of omc.com.

About Omnicom
Omnicom (NYSE: OMC) is the world’s leading marketing and sales company, built for intelligent growth in the next era. Powered by Omni and its proprietary data and identity, Omnicom’s Connected Capabilities unite the company’s world‑class agency brands, exceptional talent, and deep domain expertise across media, commerce, consulting, precision marketing, advertising, production, health, public relations, branding, and experiential to address clients’ most critical growth priorities. For more information, visit omc.com

 

View original content:https://www.prnewswire.com/news-releases/omnicom-to-present-at-the-goldman-sachs-communacopia–technology-conference-302870076.html

SOURCE Omnicom Group Inc.

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Minister Hodgson highlights Western Canada’s role in Canada’s energy and economic future

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September 4, 2026

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PRINCE GEORGE, BC, Sept. 4, 2026 /CNW/ — Today, the Honourable Tim Hodgson, Minister of Energy and Natural Resources, concluded a five-day tour across Alberta, Saskatchewan and British Columbia, highlighting how provinces, workers, Indigenous partners, researchers and industry are positioning Canada as a global energy superpower with the strongest economy in the G7. Across Western Canada, Canadians are turning global volatility into opportunities for strength: building a more prosperous economy; enhancing our national security; creating good-paying jobs; and unlocking Canadian resources and connecting them to global markets.

In Alberta, Minister Hodgson spent time with Todd Loewen, Alberta’s Minister of Forestry and Parks, visiting forest sector workers in the Grande Prairie region and meeting firefighters who have kept Albertans safe through wildfire seasons. They discussed supporting the forest products sector in the face of unjustified U.S. tariffs, pivoting Canadian industry to domestic and non-U.S. markets, and how Canada and Alberta can work together to keep communities in Alberta safe from wildfire.

The Minister also visited Suncor’s oil sands operations in Fort McMurray, meeting the people whose hard work powers Canada and reinforces our role as a reliable energy supplier amidst volatile global energy markets. Our government is working hard with our Albertan, industry and Indigenous partners to support our energy sector and build Canada into a prosperous, sovereign and sustainable energy superpower, including through the Canada–Alberta Memorandum of Understanding.

In Saskatchewan, discussions focused on the infrastructure, innovation and resources that will help power Canada’s future. Meetings with provincial counterparts, including Minister Chris Beaudry; municipal leaders; industry; and researchers at the University of Saskatchewan highlighted opportunities to strengthen electricity grids, unlock Saskatchewan’s critical minerals advantage and advance major projects. Visits to the Jansen Mine and the Saskatchewan Research Council’s Rare Earth Processing Facility demonstrated Saskatchewan’s and Canada’s growing strength across the critical minerals and nuclear energy sectors, from resource extraction and processing to advanced technologies and exports.

Minister Hodgson also joined the Honourable Buckley Belanger, Secretary of State for Rural Development, to announce nearly $12 million for businesses in Saskatoon, which are standing up against American tariffs by investing, growing and innovating in Canada, creating jobs, diversifying our supply chains and helping our nation become more economically independent.

The tour also featured two landmark moments that underscored Canada’s ambition to build major projects and strengthen long-term economic prosperity, national security and sustainability. In Saskatchewan, Minister Hodgson announced progress achieved at the McIlvenna Bay copper and zine mine since its referral to the Major Projects Office one year ago. In British Columbia, he joined federal, provincial and Indigenous partners for the groundbreaking ceremony of the North Coast Transmission Line, a transformative infrastructure project that will more than double the availability of clean, low-cost electricity on the West Coast; unlock natural resources projects like the Ksi Lisims LNG facility and critical minerals developments in the Golden Triangle; and create $10 billion in new economic activity and nearly 10,000 jobs.

Western Canada is helping drive a new era of Canadian prosperity, sovereignty and sustainability through responsible resource development, made-in-Canada innovation and a world-class workforce. By advancing projects of national interest, the region is unlocking Canada’s full potential and helping us build Canada Strong.

Quote

“In many ways, Alberta, Saskatchewan and British Columbia are the beating heart of our energy and natural resource sectors. This week, I saw first-hand the people, projects and partnerships that are building Canada Strong amidst the unjustified trade war we are experiencing. From responsible resource development and world-class research to critical infrastructure and energy innovation, Canadians are creating the conditions for long-term prosperity, security, sustainability and sovereignty.”

The Honourable Tim Hodgson
Minister of Energy and Natural Resources

Quick Facts

Minister Hodgson toured Alberta, Saskatchewan and British Columbia from August 30 to September 3, 2026.Canada’s natural resources sector is a cornerstone of the national economy, contributing $459 billion (16 percent) to Canada’s GDP in 2024 and supporting 1.8 million direct and indirect jobs across the country.Western Canada is the powerhouse of Canada’s natural resources economy. In 2022, Alberta, British Columbia and Saskatchewan together accounted for approximately 62 percent of Canada’s natural resources GDP.

Related Products

Canada celebrates progress on the McIlvenna Bay mine: production underway, jobs created, supply chains strengthenedCanada breaks ground on North Coast Transmission Line to deliver clean power and reduce emissions

Associated Links

Canada’s Critical Minerals StrategyNuclear Energy Strategy for Canada

Follow Natural Resources Canada on LinkedIn

SOURCE Natural Resources Canada

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Surfshark launches beta tester program, inviting users to shape the future of cybersecurity

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September 4, 2026

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Users can now gain exclusive early access to unreleased features and communicate directly with Surfshark’s development team via a dedicated Discord hub.

VILNIUS, Lithuania, Sept. 4, 2026 /PRNewswire/ — Surfshark, a cybersecurity company, has officially announced the launch of its updated beta tester program, offering users early access to new features, design changes, and updates before they are released to the general public. Currently available for Windows and Android app users, the program invites community members to play a direct role in testing, refining, and shaping the future of Surfshark’s services.

The importance of user feedback

“Our mission is to build the most beloved security product for everyone – but for that, we need input from our community. Surfshark’s development team and I are genuinely excited to always receive feedback from our users. Oftentimes, we are buried so deep into our product that we don’t see the small details or inconveniences – and that’s why we need users’ input to be a part of how Surfshark services are being shaped,” says Gabriele Sinkeviciute, Head of Product at Surfshark.

The beta tester program creates a collaborative environment where users worldwide can test unreleased tools, report bugs or quirks, and provide real-time feedback. Participant feedback will directly influence feature improvements and the development of new products based on user needs.

Initiative works through a closed Discord group designed for direct, two-way communication between beta testers and Surfshark’s product developers.

“Our updated beta tester program allows us to build features aligned with what our community actually needs,” Sinkeviciute continues. “While early versions may occasionally contain bugs, the insight provided by our beta community is invaluable in helping us fine-tune tools before public releases.”

How to join Surfshark’s beta tester program

Any active Surfshark subscriber on Windows or Android can join the program today:

On Windows: Open the Surfshark app, navigate to Settings > App settings, scroll to Beta Testing, and click Join Beta.On Android: Visit the Surfshark app page in the Google Play Store, scroll to the Join the beta section, and tap Join.

Enrolled participants will be invited to join the private Discord hub to connect with developers and fellow beta testers.

To learn more or sign up today, visit: https://surfshark.com/beta-tester-program

ABOUT SURFSHARK

Surfshark is a cybersecurity company offering products including an audited VPN, certified antivirus, data leak warning system, 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.

Contact: media@surfshark.com 

 

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SOURCE Surfshark B.V.

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