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
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.
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.
Analyst Insights
Research and market analysis connected to Customer Experience
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
Nozomi Networks wins Gartner customer choice again
Featured News
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.
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.
Reviews
Expert Columns
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
The AI experiment is over. Now CIOs need to prove business value
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
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.
Thryv urges recognition of women leading tech in SMBs
AI is moving technology decisions into customer and operations roles, giving more women a route to leadership in small businesses.
Gainsight links Salesforce Agentforce & Slack to data
Sales and customer success teams can now see renewal risks and expansion signals in Slack and Salesforce without switching systems.
Amadeus study finds rise in GDS use & AI among agents
Most agents are now relying on GDS tools more often, while AI is becoming a regular part of selling work across regions.
G Squared founders launch Mercantile Co. for agencies
The new parent company groups four specialist agencies under one roof, giving clients broader capabilities while keeping each brand distinct.
Jabra launches retail headset & cloud management platform
Retailers can now centralise headset fleets across stores as Jabra's new platform aims to cut IT support demands and speed frontline communications.
Authsignal launches number verify with Aduna & Telstra
Businesses can now verify mobile numbers without SMS codes, reducing friction and exposure as regulators tighten rules on text-based authentication.
V2 AI wins AWS agentic AI competency in Asia Pacific
The accreditation could help regulated firms in Asia Pacific choose a partner for deploying agentic AI on AWS with stronger governance and security.
Retail AI leaks sensitive data to unauthorised users
Nearly one in 10 AI security alerts in retail involved systems exposing protected customer data to users without access, research found.
Granicus adds AI analytics to Government Experience Cloud
Agencies using Government Experience Cloud can now spot where residents abandon online services and prioritise fixes using AI-led benchmarks.
Eagle Eye adds Divide By Zero to APAC partner programme
Retailers in Asia-Pacific will gain more choice over loyalty and personalisation systems as Eagle Eye broadens its partner network with Divide By Zero.
TNS launches bring-your-own-app feature for terminals
Unattended operators can now tailor customer screens without shouldering PCI compliance and payment certification on TNS terminals.
Mambu & Mastercard team up on cross-border payments
Banks could add faster, more transparent overseas transfers to digital apps without costly from-scratch integrations under the tie-up.
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
