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
Automation takes centre stage at Sydney hospitality show
Labour shortages and soaring power bills are pushing Australian venues towards robots, automated coffee kiosks and smarter energy controls.
Creating a more resilient, agile retail organisation
Retailers are using category management to cut waste, avoid empty shelves and respond faster to cost-of-living pressures and supply shocks.
Amperity martech leader reveals 'secret sauce' to marketing in the moment
Retailers risk losing sales as shoppers expect offers and recommendations to update instantly, not hours after they signal intent.
Webjet launches ChatGPT app for flight & hotel searches
Travellers can now compare fares and rooms inside ChatGPT, as Webjet seeks to keep bookings from shifting to AI search tools.
Boost Mobile expands prepaid plans with 160GB offer
Boost Mobile adds a AUD $180 six-month prepaid plan with 160GB, as it boosts data allowances and targets bill-conscious customers.
Melbourne supermarket chain overhauls systems with AIBUILD
Melbourne supermarket network uses AIBUILD to connect sales, stock and deliveries, with real-time systems now handling more than 2,000 orders a day.
Analyst Insights
Research and market analysis connected to Customer Experience
Sapiens named in Everest Group's top 50 insurance lists
Cognizant launches Secure AI Services for enterprises
Why your cybersecurity firm's Google rankings are a security risk in disguise
Infios named Gartner warehouse management leader again
Digitate named a Leader in IDC's AIOps 2026 review
Featured News
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.
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Banks risk wasting AI spending unless they first map how work really flows, as Celonis says process intelligence is becoming phase zero.
Confluent says data streaming will enable faster, better decisions
Confluent says organisations must shift to governed data streaming, with AI agents making millisecond decisions at scale.
Elastic says AI search & context now decide customer loyalty
Elastic argues that in an AI-obsessed market, robust search across messy data is the real foundation of trustworthy, profitable experiences.
'Software is not dead', says Elastic CPO Ken Exner
Elastic's Ken Exner insists “software is not dead” as the firm touts AI-powered search, context engineering and new agent-building tools.
Grafana: Turning data chaos into developer efficiency and CFO savings
Grafana leans on AI-powered observability and Adaptive Telemetry to sharpen developer insight while slashing cloud bills by up to 50%.
Guidewire showcases GenAI's capabilities in insurance risks
Guidewire touts 'insurance-grade AI' as it uses generative tools to speed risk, claims and pricing decisions for cautious insurers.
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Smart Communications pursues trusted AI for customers
Smart Communications helps organisations in regulated industries face down communication challenges every day.
Reviews
Expert Columns
Creating a more resilient, agile retail organisation
Data enrichment: Turning raw data into real intelligence
Amperity martech leader reveals 'secret sauce' to marketing in the moment
AI shopping boom puts checkout under pressure
Win an Audi RS3 or $100,000 Cash: VentraIP Launches Its Biggest MEGAMay Giveaway Yet
The 70% problem: Why checkout is still where eCommerce goes to die
How growing MSPs turn hosting into a steady revenue layer
Your solar system has an app Now - and it knows more than you think
First-party data is the new oil: Why Australian businesses can't afford to wait
Why Australian enterprises can no longer afford to ignore the log management problem
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Why your cybersecurity firm's Google rankings are a security risk in disguise
Enterprise buyers may never reach the sales call if a security firm is absent from search results, because digital authority now shapes trust and deal flow.
Win an Audi RS3 or $100,000 Cash: VentraIP Launches Its Biggest MEGAMay Giveaway Yet
Australian businesses renewing .au domains this May could land an Audi RS3 or GBP £100,000, as VentraIP widens discounts across hosting and email.
Corporate lunches shape client trust, says psychologist
Poorly handled lunches can lose deals, as a psychologist says clients judge hosts on venue, manners and how they read the room.
How growing MSPs turn hosting into a steady revenue layer
Predictable income is emerging as MSPs bundle hosting with support, backups and security to reduce churn and lift margins.
Adrenalen Edge launches SportEdge for venue screens
The new system aims to cut manual screen scheduling and help venues link live sport with promotions across multiple sites.
Your solar system has an app Now - and it knows more than you think
For millions of households, the software can now trim bills, shift battery use around tariffs and spot faults before they cause outages.
First-party data is the new oil: Why Australian businesses can't afford to wait
Privacy rules and browser changes are forcing Australian businesses to rebuild marketing around consented customer records before performance drops further.
Skailed launches automated FAQ tool for eCommerce pages
Retailers with sprawling catalogues can now automate product FAQs, reducing manual content work while boosting page visibility for shoppers.
Infios named Gartner warehouse management leader again
Rising demand for warehouse software is boosting Infios, which has again been ranked by Gartner as a Leader and Customers' Choice.
Millennials trust AI more than Gen Z, survey finds
Australians are using AI heavily, but most still want clear labelling and sourcing before they trust its search and shopping advice.
Radaro names Gabriele Famous as Chief Strategy Officer
The move signals Radaro’s push to win more enterprise logistics clients as demand grows for faster, more visible last mile delivery.
Why Australian enterprises can no longer afford to ignore the log management problem
Log bills are rising fast as cloud-native systems swamp legacy tools and drag incident resolution, and Australian firms are paying over USD $1 million a year.
Woolworths & Coles top AI grocery visibility in Australia
AI-generated shopping answers are steering more supermarket discovery, with local chains still beating Amazon in Australian grocery searches.
Vocus launches Pure partner programme after TPG deal
Partners gain access to a wider fibre footprint and revised commissions as Vocus folds TPG’s enterprise assets into its channel strategy.
ANZ boosts Plus transfers with tracking & fraud checks
Customers can now track overseas payments in ANZ Plus, with near real-time transfers on some routes and extra scam protections added.
Atlas warns of AI reputation breach for businesses
Incorrect AI responses are already steering customers away, with Atlas finding factual errors in most brand profiles across major platforms.
Australian businesses embrace social selling, PayPal says
Social platforms now account for 11% of online sales in Australia, with smaller firms driving a rapid shift to direct digital storefronts.
Visa adds Australian banks to AI payments programme
Australian banks are now trialling AI-led purchases under Visa's controls, as the payments group seeks to protect consent and spending limits.
Retail tops Australia’s customer service contacts
Poor service is driving customers away, with 45% of Australians saying one bad retail interaction would make them avoid a retailer.
NAB creates first AI Science team, appoints George Mathews
The bank is formalising its AI push with specialist in-house skills to build and test systems safely for customer use.
Job Moves
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
Rebekah Horne joins Golf Australia Board to drive digital focus
Customer Science hires Chris Borg to lead new partner programme
