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
Commonwealth Bank launches PaidIt for complex payouts
With cheques disappearing, Australian firms face delays and unclaimed funds when payout details are missing or outdated, Commonwealth Bank said.
The most positive question: How will your tech upgrade fail?
Businesses risk costly disruption if they upgrade systems for flashier features without testing integrations, compliance and day-to-day workflows first.
Omniche targets hidden drain on workplace productivity
Australian firms could reclaim staff time by trimming repetitive admin, with Omniche warning that many AI projects miss the real bottlenecks.
Otto & Restoke join forces on restaurant AI ordering
The deal should help restaurants steer phone orders towards higher-margin dishes while easing pressure on staff and margins.
blueAPACHE partners with ControlUp on managed services
Mid-market customers in Australia could see faster fixes and fewer tickets as blueAPACHE folds ControlUp ONE into its managed services.
Australian businesses turn to Revenue-as-a-Service
With hiring tight and costs rising, firms are outsourcing sales and customer retention to lift revenue without adding permanent headcount.
Analyst Insights
Research and market analysis connected to Customer Experience
Everpure named Gartner leader for enterprise storage
Litera adds AI search & growth tools for law firms
Infosys Aster named leader in marketing transformation
Daon wins Frost & Sullivan recognition for biometric model
Illumio named Forrester leader & customer favourite
Featured News
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.
Fresh perspective: New Gentrack CTO on AI-driven utility future
AI tools could cut utility costs and reduce customer friction as Gentrack's new Chief Technology Officer pushes a more proactive service model.
'Very small' fines unlikely to prevent future mobile outages
Penalties in the low-to-medium eight figures may barely dent Telstra, as experts say tougher laws are needed to stop repeat outages.
Archaic payment processes costing SMEs time and money
Australian SMEs are missing working capital gains as manual invoicing and EFTs leave payments slower and less secure.
Marketers turn to AI as personalisation revolution arrives
Australian marketers are turning to agentic AI to keep pace with fragmented customer journeys and rising demand for personalised content.
UiPath assisting One NZ on journey to become AI leaders
Strict controls are now central to One NZ's AI push as it guards customer data and avoids costly errors in billing and finance.
Reviews
Expert Columns
The most positive question: How will your tech upgrade fail?
Cross-border checkout has a data quality problem
The Great Content Collapse is already here. Is your marketing team ready?
Trusted, real-time customer context: The foundation for faster decisions
6 Pillars of data quality and strategies for improving your data
For sensitive health categories, eCommerce can remove more than just the checkout queue
Breaking through the spreadsheet ceiling: Why growing export businesses need better tax solutions
AI is the new battleground in mortgage fraud detection
Why You Need Phone Validation in Your Customer Data Toolkit
Translation over technology: The channel's most undervalued skill
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Xero wins Canstar award for small business software
Australian small businesses rated the software highest for easing admin, with users praising its reporting, integration and ease of use.
Infosys Aster named leader in marketing transformation
The recognition bolsters Infosys' pitch to enterprises seeking measurable returns as budget pressure and AI adoption reshape marketing services.
Source Technology names Nette as Director of Innovation
Mid-market customers grappling with AI governance and data risk may gain a more practical partner as Source Technology expands its services.
Square & OpenTable link restaurant booking & spend data
Restaurants can now tie bookings to spend and repeat visits as Square and OpenTable combine reservation, payment and guest data across six markets.
Illumio named Forrester leader & customer favourite
Forrester's latest microsegmentation review boosts Illumio's credibility with large enterprises seeking to curb attacker movement after a breach.
Sync Technologies wins Guidewire's InsurPitch Sydney
Property claims teams could gain faster decisions and fewer disputes after Sync Technologies won Guidewire's InsurPitch Sydney from five finalists.
Airtasker launches ChatGPT booking for local services
Users can now book cleaners, movers and tradespeople in one ChatGPT chat, as Airtasker opens its marketplace to AI transactions.
Myob links small business data to Claude & ChatGPT
Australian small businesses will be able to query MYOB financial data in Claude and ChatGPT, including overdue invoices and profit figures.
AI is the new battleground in mortgage fraud detection
AI-made fake payslips and deepfakes are exposing lenders that still rely on fragmented mortgage checks, experts warn.
Verifone brings biometric payment devices to Australia
Australian shoppers will soon be able to verify payments with a face or palm as merchants trial optional biometrics alongside cards, phones and PINs.
Kick Cashback brings instant confirmations to retail offers
Shoppers will know at once if a purchase tracks, as delayed cashback has often undermined trust in reward offers across the sector.
Adrenalen launches pub sports ad network in Australia
Venues could add thousands of dollars a year as Adrenalen's new network lets pubs and clubs monetise screens during live sport.
Customer verification in Australia: A complete guide
Rising cybercrime is forcing Australian businesses to tighten checks or risk fraud losses, compliance breaches and slower onboarding.
Daikin Park Brisbane wins first industrial WELL Platinum
The 13,609 square metre Murarrie hub has set a national precedent for industrial sites, earning the top WELL rating for occupant health.
The customer experience gap in cross-border payments
Delayed cross-border payments are costing banks millions and leaving businesses chasing funds they cannot trace.
Ricoh Australia appoints Tina Economou as Managing Director
The move signals continuity as Ricoh Australia deepens its shift into workplace technology and managed services amid changing office spending.
Elula's Sweeper wins work as regulators tighten scrutiny
As scrutiny intensifies, the AI tool is helping firms spot billing and compliance errors sooner, reducing fines, remediation costs and customer harm.
Your Reformer appoints new Chief Technology Officer
The connected fitness group is widening its subscription and software push as it expands across the US and Europe, with Jason Ellis joining to lead technology.
Identity protection is the next fintech battleground
Australians lost GBP £1.1 billion to scams last year, underscoring how banks now must protect customers' identities as well as their systems.
Dom Pym built one of Australia's most beloved banks by refusing to think like a banker
Up bank grew by focusing on design and trust, with more than 80 per cent of customers arriving through word of mouth.
Job Moves
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
Lottery Corporation names three executives in Brisbane
Radaro names Gabriele Famous as Chief Strategy Officer
Kinetic IT names Dean Langenbach as new chief executive
Elula names Andrew Phillips as new Chief Revenue Officer
