The Ultimate Guide to Customer Experience
A curated Australian edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Customer Experience (CX).
What to know about Customer Experience
Customer Experience (CX) encompasses every interaction a customer has with a brand, shaping perceptions, loyalty, and business success. This tag explores the latest trends, technologies, and strategies companies are adopting to enhance the customer journey in a rapidly evolving digital landscape.
Readers will find insights into how businesses worldwide are leveraging AI, automation, real-time data, and omnichannel engagement to meet rising customer expectations. Stories highlight practical applications—from retail and financial services to telecommunications and public sectors—showcasing how CX innovations drive efficiency, personalization, and trust.
Dive into expert analyses, case studies, and reports that reveal common challenges like integrating legacy systems, managing data privacy, and overcoming regulatory hurdles. Learn why blending technology with human empathy is crucial and how emerging tools like chatbots and AI agents are reshaping service paradigms.
Whether you're a business leader looking to boost loyalty and revenue or a professional passionate about the evolving consumer landscape, this collection offers valuable perspectives on delivering meaningful, seamless, and engaging customer experiences today and in the future.
Australian Customer Experience News
Regional stories with direct local relevance
Emotional intelligence key to loyalty as AI spreads
Retailers risk losing loyalty unless they pair faster AI-driven service with empathy, as customers judge brands more on how they feel than speed.
Gen Z in Australia: Why Customer Data Quality Matters
Poor customer records are distorting Gen Z marketing in Australia, driving wasted messages, failed deliveries and weaker segmentation.
MyState picks TCS platform for Auswide merger integration
The merger will leave MyState with one core banking system, reducing complexity and supporting digital services across the combined lender.
Australia healthcare shifts focus to patient experience
Ageing patients and staff shortages are forcing providers to redesign services around easier booking, faster follow-up and more personal care.
Australian retailers face a peak-season balancing act as rate pressures, consumer caution and supply chain costs collide
Higher borrowing costs and cautious shoppers are forcing retailers to protect margins, avoid markdowns and get stock to the right place.
Meta & NiCE back AI agent protocol for customer service
Customer service teams may face higher volumes as the standard lets personal AI agents sign in, verify users and act for them.
Analyst Insights
Research and market analysis connected to Customer Experience
NiCE named Gartner CCaaS leader as AI revenue jumps
Kore.ai launches Autoloop to optimise enterprise AI agents
MSPs expect AI revenue to surge as services mature
Abbyy names Paula Sanders Chief Customer Experience Officer
Braze named Gartner Leader for fourth straight year
Featured News
Transform your business with Telstra Adaptive Networks
Businesses facing outages and surging demand can now reroute traffic, scale bandwidth and cut IT admin as Telstra's network adapts in real time.
UST: Businesses must rethink how AI returns are measured
Australian firms risk spending increasing resources on AI pilots that ultimately fail to prove gains in revenue, efficiency or customer service.
UiPath: AI agents force rethink of junior tech roles
Routine junior tasks could soon be handed to AI agents, forcing firms to redeploy early-career staff towards strategic work, UiPath's CEO says.
Voice AI is bringing the phone call back to business
No story details were provided, leaving readers unable to gauge Twilio's latest move or its impact.
AI transforming B2B discovery - but human trust endures
AI is changing how B2B buyers make decisions - but an expert warns that it is not a substitute for effective human comms strategies.
Databricks AI helping telcos prevent churn, predict fraud
By linking customer, network and operational data, telcos can spot churn and fraud sooner, while also speeding service and support decisions.
Why businesses need more than technology to scale AI
Only 19 per cent of enterprise AI use cases hit most or all goals, as Infosys urges firms to pair technology with data, training and governance.
Confluent: Data architecture gap impairing AI ambitions
Older systems may leave Australian firms unable to meet CDR demands, while modern data architecture is becoming crucial for real-time AI use.
Confluent: Stale, unreliable data could impair enterprise AI
Fresh data and tighter controls are becoming critical as businesses push AI into production, with weak lineage and quality seen as a major risk.
AI transforms CX to go beyond the chatbot
Consumers now expect faster, more automated support as AI agents handle complex customer journeys, though many firms still struggle to prove ROI.
Datadog targets enterprise risk with AI and automation
Australian enterprises are under pressure to tame AI-driven complexity, compliance risk and rising technology costs as Datadog broadens its platform.
Interactive customers win, as AI expands into service operations
AI is cutting manual triage in Interactive's cloud operations, where 40,000 device alerts a year now generate tickets and suggested fixes automatically.
Big AI moves at Lendi Group, brokers and customers benefit
More deals and faster lender integrations are expected as Lendi shifts its mortgage platform towards agentic AI for 1,300 brokers.
Customers at the centre of Adobe's new AI evangelist role
Adobe is using the post to help customers navigate AI adoption while feeding regional priorities back into its global product strategy.
Zendesk's outcome-based pricing balances AI with human touch
Businesses will pay only for closed support cases under Zendesk's new model, as the software group ties AI automation to human fallback.
SAS Innovate: New era of scams requires novel solutions
Australians are losing billions as AI-driven fraud pushes banks, telcos and platforms to share scam data faster and stop payments earlier.
Oracle, Ingram Micro strike Australian distribution deal
Australian enterprises will gain wider access to Oracle's cloud and AI tools as demand for multicloud infrastructure and data security rises.
Reviews
Expert Columns
The future of iGaming belongs to operators that can scale trust, not transactions
Gen Z in Australia: Why Customer Data Quality Matters
7 Steps to Implement Digital Identity Verification Successfully
AI in Retail is Only as Good as its Data Foundation
Australian retailers face a peak-season balancing act as rate pressures, consumer caution and supply chain costs collide
Fluent is not factual: Why AI needs verified data in APAC
B2B E-commerce Is Going Digital. Are APAC Businesses Ready?
The next eCommerce interface may not be a screen
Australian Brands Expanding Internationally: Is Your Data Ready?
How multi-shopper AI is transforming retail store operations
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Brandtech launches data & AI unit across three firms
The new umbrella will unite more than 500 specialists in 22 countries, as brands seek to make fragmented data usable for artificial intelligence.
Villeroy & Boch deploys Talkdesk to streamline service
The rollout should cut waiting times and transfers by routing enquiries to the right agent faster across Villeroy & Boch's global service teams.
Agoda & Adyen mark decade-long payments partnership
The tie-up has helped the travel platform improve checkout reliability and authorisation rates as its bookings expanded across more markets and currencies.
AI now helps Australians choose brands, study finds
Nearly two in five Australians now use generative AI to help pick brands, and most still want to make the final purchase decision themselves.
Adobe signs AI fan deal with Alpine Formula One Team
The partnership is set to reshape Alpine's digital outreach from 2027, as Adobe tools help target fans through AI search and personalised content.
AI tool sprawl leaves US executives facing orchestration gap
Three in five large US firms say AI tool sprawl has stalled strategy, as 85% of executives report disconnected technology stacks.
Sprinklr brings customer feedback AI tools to Gemini
Gemini Enterprise users can analyse surveys, reviews and social posts without leaving their existing workflows, as Sprinklr expands access to its feedback tools.
Forrester warns AI costs will cut B2C marketing plans
Higher AI spend will force B2C marketers to trim a third of planned projects as usage-based pricing pushes budgets under strain.
Forrester warns of shadow AI surge across Asia Pacific
Governance gaps could leave large firms exposed as employee-built AI agents outnumber sanctioned tools in Asia Pacific by 10 to one.
Zoom adds unified customer context across CX tools
Businesses using Zoom's CX tools will be able to see a single customer history across channels, cutting repeat explanations and speeding resolutions.
WARC survey says strategists see reasons for optimism
Agency strategists are feeling more upbeat, even as AI, consolidation and tougher growth conditions raise pressure to prove their commercial worth.
Singapore Airlines unveils new amenity kits & sleeper suits
Passengers on flights over six hours will get branded sleepwear and refreshed kits as the carrier sharpens cabin differentiation ahead of 2026.
Attekus adds Fat Zebra payments for councils & venues
Users of Attekus software can now pay for bookings in one checkout, helping councils and venues cut friction for more than 140 organisations.
Luware launches NimbusOne after Microsoft certification
Certified by Microsoft, the new client lets contact centre agents stay in Teams or work in CRM tools, reducing switching and support burdens.
netnumber & Kudosity strike APAC messaging partnership
The deal should help enterprise customers improve message delivery and cut fraud risk as the pair expand across APAC markets.
Juspay revenue rises 30% to USD $75 million in FY26
Core India operations stayed profitable as the payments firm expanded overseas and pushed into AI, even after a USD $10 million net loss.
Australian Open inks Adobe deal to boost fan engagement
The partnership will let Tennis Australia personalise digital content and on-site guidance for fans, while supporting year-round growth beyond January.
Insurers race towards autonomous AI, Sapiens survey finds
Two thirds of senior insurance professionals expect AI to become fully autonomous within three years, despite patchy adoption and governance gaps.
Vection signs five-year reciprocal reseller deal with Xerox
Western Europe customers could gain broader access to AI, workflow and XR tools after Vection and Xerox struck a non-exclusive five-year deal.
Superloop wins Australian Good Design Award for app
The recognition bolsters Superloop's shift to digital self-service, with judges citing lower support demand, clearer workflows and stronger adoption growth.
Job Moves
InDebted names Chris McNamara CEO and Brendan Lee CFO
Zendesk names Rachita Sundar as Chief Financial Officer
Karmo appoints Marketing Chief as subscription grows
Compare Club hires tech chiefs for AI-led platform
Source Technology names Nette as Director of Innovation
Ricoh Australia appoints Tina Economou as Managing Director
Your Reformer appoints new Chief Technology Officer
Devoli appoints Kent Plummer as Australia Channel Manager
Five Faces Appoints Richard Alcock AO as Board Chair
