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
Okta & Deloitte join forces on AI identity controls
Rising regulatory pressure in Australia is forcing firms to tighten oversight as AI agents and automated systems gain broader access to enterprise networks.
Zenith Payments appoints Anthony Drury as Chief Executive
The leadership reshuffle signals Zenith Payments' push to broaden services as Australia's payments market faces regulatory and commercial change.
How observability powers Australia's biggest streaming event
Fans were spared buffering as Seven used New Relic to scale 7plus Sport for AFL demand and meet strict geotargeting rules.
Virtualplatform previews AI workflow engine for telcos
Telcos could cut manual handovers and supplier rebuilds as the software embeds AI into ordering, support and billing workflows.
Australian employers lose work amid staffing shortages
More than a third of Australian employers have lost customers or cut service quality as hiring gaps force them to turn work away.
Biza.io launches openfeed for consented banking data
Businesses can now tap customer-approved bank and energy data in hours, as Biza.io's new feed cuts integration costs and compliance hurdles.
Analyst Insights
Research and market analysis connected to Customer Experience
Genesys unveils AI tools to orchestrate customer journeys
Claroty named leader & customer favourite by Forrester
Blue Yonder adds AI retail tools for returns & stock
Certinia study finds integration key to AI success
Progress survey finds firms lose USD $60,000 yearly
Featured News
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.
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
6 Industries that need address verification
How observability powers Australia's biggest streaming event
The importance of data enrichment in financial services
The AI metric that matters isn't token cost
Why AI will define the next generation of stadium security and operations
Fragmented payment systems are costing your business
AI adoption rises as Australian firms mine contact data
4 practical tips for maintaining data quality
The most positive question: How will your tech upgrade fail?
Cross-border checkout has a data quality problem
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Sinch partners Coderra on AI messaging for Australia
Australian retailers will gain automated chat support as the tie-up combines AI agents with Sinch's messaging network across multiple digital channels.
Australian shoppers favour orthopedic over orthopaedic
Australian retailers may be missing search traffic, after 16 months of data showed shoppers far prefer “orthopedic” to “orthopaedic”.
Why AI will define the next generation of stadium security and operations
As crowds swell and costs rise, venue operators are turning to AI to spot risks sooner and keep events running smoothly.
Blue Yonder adds AI retail tools for returns & stock
Retailers could cut stockouts and returns costs as Blue Yonder links forecasting, fulfilment and customer service in one AI-driven system.
McMillan Shakespeare expands BYD & Denza leasing links
Novated leasing demand is helping McMillan Shakespeare deepen ties with EV brands as its leases rose 7% in the first half of FY26.
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.
Central Coast Council adopts Adobe tools in digital overhaul
Paper-heavy approvals and resident services should speed up as the council phases in Adobe software to cut delays, errors and privacy risk.
Australian shoppers trust AI more than sales staff
A survey of 500 consumers found 76% trust AI shopping recommendations as much as, or more than, advice from retail sales staff.
AI adoption rises as Australian firms mine contact data
Businesses can uncover hidden service failures and improve customer loyalty by analysing contact centre interactions at scale with AI.
Australians want embedded travel cover, Cover Genius says
Three in four Australians would switch booking platforms for automatic travel cover, as trust in AI-led protection decisions remains low.
Australian retailers absorb rising costs, Lightspeed says
More than six in 10 Australian retailers are covering at least half their higher costs themselves, squeezing margins as shoppers stay price-sensitive.
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.
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.
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
