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
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.
Ringers Western adopts NetSuite to drive overseas growth
Legacy software had become a drag on Ringers Western's store, wholesale and online expansion, as it targets AUD $70 million in sales.
NSWRL shifts contact centre to Teams with rapid rollout
Call handling has been centralised in Microsoft Teams, with NSWRL reporting a 17-second average wait after the switch.
Australia leads in trusted AI service investment, Salesforce
Despite regulatory pressure, Australian service leaders are prioritising customer-facing AI spending as trust in AI agents outpaces global averages.
Guzman y Gomez launches Apple CarPlay ordering in Australia
It could speed repeat purchases for drivers by letting them order, pay and earn loyalty points without touching a phone.
Analyst Insights
Research and market analysis connected to Customer Experience
TCS tops Everest Group's store services provider ranking
Customers lose trust in AI in regulated industries
The path to autonomous operations: Why observability is the reliability layer for AI
Exclusive: Celonis says AI fails without context in operations
CFOs can win by deploying AI strategically, Gartner says
Featured News
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.
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.
Reviews
Expert Columns
When Agents act on bad data, the damage is automatic
Three ways Australian banks can reinvent SME banking
Proving personalisation works: Tooling, metrics, and the real role of AI
What separates the personalisation leaders in media and entertainment?
Audiences are cycling, not stacking: The new retention equation in media and entertainment
AI: Powering the next wave of smarter logistics
The hardest job in CX just got legal protection. Is your centre ready?
The next phase of AI in marketing is not just more automation
How mid-sized companies can build an effective data quality framework
AI contact centre analytics could boost Australian firms
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
carsales fronts AI voice search in national campaign
Budget-conscious car buyers are being targeted by a six-week push as Carsales leans on AI Voice Search during sport and EOFY ads.
Three ways Australian banks can reinvent SME banking
As SMEs demand faster lending and integrated tools, banks risk losing ground unless they cut red tape and modernise their platforms.
IAG backs Sonder to widen crisis support for customers
The insurer will use Sonder's round-the-clock mental health, medical and safety service to help customers during severe weather and major incidents.
Cars24 launches sale with discounts & buyer guarantees
Household budget pressure is pushing used-car buyers to seek price certainty, as Cars24 pairs discounts with return and price-match guarantees.
Australian firms shift core functions to offshore GCCs
Skills shortages and higher costs are pushing Australian companies to use offshore centres for HR, payroll, finance and technology.
Paramount Liquor launches Adobe Commerce ordering platform
The shift should cut manual ordering errors for 15,000 hospitality customers while making 250 million price points visible online.
Five Faces Appoints Richard Alcock AO as Board Chair
The move adds senior health-system governance as the Brisbane software group scales digital patient-journey tools across Australia and overseas.
Australian firms roll back AI agents over governance
Governance failures have forced most Australian enterprises to pull back customer-facing AI agents, even as spending plans and deployments keep rising.
Customers lose trust in AI in regulated industries
Consumer patience is thinning, with Australian customers most likely to walk away when poor communications or clumsy data capture erode trust.
Allianz Retire+ launches AI assistant for advisers
Financial advisers may soon get quicker answers on retirement income products as Allianz Retire+ tests Ada for compliant support.
BYD adds eCall safety tech to Sealion 8 in Australia
The partnership will help BYD meet tougher crash-response safety rules as Australian buyers increasingly expect connected emergency support.
iCatalyst acquires Beyond CRM in Brisbane expansion
The deal broadens iCatalyst's national Microsoft applications reach and preserves service for Beyond CRM's Brisbane clients.
AI linked to half of Australian cyber incidents, QBE
Half of Australian businesses suffered a cyber incident last year, with QBE saying 26% involved AI and many hit by supplier-linked attacks.
Australian retailers lag AI ambitions as data gaps bite
Only 10% of retailers say they can deliver personalisation at scale, as fragmented data and systems slow Australia's AI push.
Telstra launches bank-verified identity checks in store
Telstra store customers can now verify their identity through a bank in seconds, cutting document handovers and helping curb fraud.
AI: Powering the next wave of smarter logistics
Australia's vast distances are pushing transport firms to use AI to predict delays, reroute shipments and cut costly delivery errors.
Xynon launches AI onboarding tool for advice firms
The tool aims to cut paperwork before advisers charge fees, as Australia's financial advice sector shrinks and compliance burdens mount.
The hardest job in CX just got legal protection. Is your centre ready?
Australian contact centres now face tougher scrutiny as psychosocial risk rules make workload design a legal issue, not just an HR one.
PointsBet picks Grafana Cloud for betting platform
Better visibility over outages and latency should help PointsBet protect live-betting customers as it unifies telemetry across its platform.
Zeller launches grants as hospitality operators face strain
Only 12% of Australian operators say now is a good time to open a venue, as rising costs and weaker spend squeeze margins.
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
