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
CommBank rolls out Microsoft-built customer service AI
The bank says the platform is already resolving more enquiries end to end, as it replaces legacy systems across 2 million monthly conversations.
Superloop named Australia's fastest fixed network again
Its sustained broadband performance has earned Superloop a third straight Ookla award, strengthening its case against larger rivals in Australia.
Optus trials Nokia automation to restore mobile coverage
Customers could regain service faster during outages, as Optus says the trial restored up to 50% of affected mobile connections.
TP opens Bali hub to cut Australian referral delays
Australian patients could reach specialists far faster as TP's Bali hub cuts referral waits from days to minutes for providers under pressure.
Bank of Sydney goes live on Infosys Finacle on AWS
Customers at Bank of Sydney should see faster payments and more self-service after its core banking systems moved to AWS.
Subiaco completes major digital overhaul with TechnologyOne
Residents in Subiaco can now lodge requests, pay bills and track applications in one portal after a three-year council system overhaul.
Analyst Insights
Research and market analysis connected to Customer Experience
Microsoft launches AI sales & service tools in Copilot
Constructor tops three Gartner search & discovery use cases
Netcore Unbxd named Gartner Leader for search discovery
Genesys names new partner chiefs to expand AI push
NiCE named launch partner for AWS European Sovereign Cloud
Featured News
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.
Dell Technologies makes all the hardware cool again
Renewed AI spending is boosting demand for Dell's secure, certified infrastructure as companies chase faster deployment and lower cloud costs.
Catchpoint acquisition by LogicMonitor 'makes a lot of sense'
The deal could help customers move from reactive IT monitoring to predictive AI-driven automation by combining two different data sets.
Telstra launches Adaptive Networks Centre for businesses
Telstra launches Adaptive Networks Centre, giving enterprise customers and partners faster digital quoting, ordering and near real-time control.
Gigs makes APAC splash with promising ShopBack partnership
ShopBack users could soon get easier access to travel connectivity and local mobile plans as Gigs tests its expansion in Asia.
'Self-learning' AI big boon for Qualtrics' CX
Companies using AI for customer experience are cutting churn and lifting revenue, with Qualtrics saying richer feedback can triple insights.
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Trust in enterprise AI is being undermined as Denodo research finds most firms still lack live, context-aware data for production use.
Exclusive: Adobe ANZ chief on AI adoption trends
AI is increasingly moving into live use across Australia and New Zealand, as regulated sectors test deployments while CEOs chase productivity gains.
Exclusive: Google sees success with niche AI playbooks
Enterprises are under pressure to prove AI returns as Google pushes reusable, sector-specific playbooks into production across 19 industries.
Google sees retail success with agentic commerce push
Retailers are using Google’s new AI suite to speed up shopping and support, with Bunnings already live and UCP adoption starting to grow.
Exclusive: How Adobe showcases its innovation engine
Ideas from across Adobe are vetted live at Summit, and some have gone on to become products after further testing and hardening.
Reviews
Expert Columns
Why AI projects that don't start with a study of customer behaviour are destined to disappoint
Why data governance use cases fail without accurate data
Why Every Chief Data Officer Needs a Modern Data Quality Strategy for AI
The Hidden Cost of Bad Contact Data for Australian Finance Teams
How channel partners can capitalise on the key trends affecting the physical security sector in FY2027
FIFA World Cup fever: How to build lasting fan loyalty with event tech
Australian superannuation, at the crossroads, must embrace AI
Extending WFM Technology to the Retail Sales Floor
5 Tips to Align Your Data Strategy with AI
Why geocoding technology has become a cross-industry growth driver
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Urbsurf lifts bookings with redesigned online system
Higher conversion and fewer abandoned carts are boosting URBNSURF's online sales after a simpler booking flow cut checkout time by 31%.
The Hidden Cost of Bad Contact Data for Australian Finance Teams
Bad contact data is costing large Australian organisations hundreds of thousands of dollars a year through delayed payments, fraud risk and wasted spend.
How channel partners can capitalise on the key trends affecting the physical security sector in FY2027
Rising risk and cost pressures are driving demand for cloud-managed, unified security systems as councils and energy firms seek simpler protection.
Affinity MSP tops Australian MSPs in global 2026 ranking
The result underscores the rising importance of dependable connectivity as businesses increasingly outsource support, security and network operations.
Zip adds THE ICONIC to Australian merchant network
Australian fashion shoppers can now split payments at checkout, as Zip secures a slot on THE ICONIC's online store.
Telair marks 20 years as independent Australian telco
Its national network upgrade is aimed at keeping business customers connected as demand for bandwidth and resilience continues to rise.
AI is already running inside the enterprise. Is Australia ready?
Australian firms are using AI at scale, but many lack the visibility to stop shadow tools, agentic access and rising incidents.
Australian superannuation, at the crossroads, must embrace AI
With $310 billion sitting in dormant accounts, funds face rising churn and must use AI to keep members and assets in place.
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Marketers lag as agentic AI surges across industry
Many marketers are still unclear how to use agentic AI, even as pilots remain limited and governance questions grow across the industry.
NEOS adopts UnderwriteMe tool to speed medical underwriting
Advisers and applicants could see shorter waits as NEOS rolls out automated medical evidence processing across its life insurance platform.
The end of just-in-time thinking: Why resilience has become the new supply chain imperative
More than half of Asia-Pacific organisations are seeing rising disruptions and costs, pushing supply chains towards resilience over efficiency.
Tyro partners with Bakers Delight across 500 stores
The deal aims to cut admin for Bakers Delight franchisees and link payments with Microsoft Dynamics 365 across more than 500 Australian stores.
Chaty.ai raises USD $1.15 million to boost tourism AI
Tourism operators could capture more bookings as an AI receptionist now answers missed calls, checks availability and takes payments automatically.
In AI, control is the real advantage
Australian firms risk losing AI advantage if core models and pricing stay offshore, as sovereign control becomes a resilience and trust issue.
Australian brands urged to rethink loyalty schemes
Strained household budgets and rising use of AI search are forcing brands to offer clearer value if they want Australians to stay loyal.
TP launches smart glasses tool to tackle technician shortage
Labour shortages could slow repairs and raise outage risk, as TP Reach lets junior technicians get remote help from senior engineers on site.
Zeller launches POS app to challenge Square in Australia
The cloud-based app could cut setup time for small merchants and intensify pressure on Square, Shopify and Lightspeed in Australia.
Adobe signs five-year RACQ AI partnership with Deloitte
RACQ's member services will be reshaped by Adobe's AI tools under a five-year deal that also gives Deloitte Digital implementation control.
Australian firms save 18 hours per AI-powered contract
Many Australian businesses still miss contract insights after signing, even as AI cuts agreement cycle times by 34% and saves 18 hours each.
Adobe expands AI partnerships with agencies & Microsoft
The deal puts Adobe's customer experience tools inside Microsoft 365 Copilot and Claude Enterprise, reaching marketers in their daily workflows.
Job Moves
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
myPlates names Shikha Thakur Head of Marketing Performance
Discovery Consulting appoints SAP leader for NSW push
Kinetic IT appoints Jacqui Adams to lead digital transformation drive
Luke Clifton joins ATA Board as alliance shifts focus to leaders
