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
AI contact centre analytics could boost Australian firms
AI-powered analytics can cut avoidable calls, speed issue resolution and uncover product gaps before they dent customer satisfaction.
Why 'admin parties' should serve as a warning to marketers
Consumers are increasingly muting and unsubscribing, forcing brands to compete with inbox fatigue and attention overload rather than rival campaigns.
Tutorial videos drive Australian purchases, study finds
Practical how-to clips are now the key buying trigger for Australians, with social media driving 29 per cent of product discovery, research shows.
Lottery Corporation names three executives in Brisbane
The Brisbane-based operator is boosting digital and brand capabilities as it pushes to meet rising customer use of online channels.
7-Eleven Australia names WorkJam Partner of the Year
The award spotlights rising retailer demand for tools that keep dispersed store staff informed and operations consistent across large networks.
The connectivity stack: Why Australian ICT leaders are rethinking where their websites live
Offshore web hosting is becoming harder to justify as Australian firms weigh latency, sovereignty and support risks across their digital stack.
Analyst Insights
Research and market analysis connected to Customer Experience
CFOs can win by deploying AI strategically, Gartner says
Proximus Global rises to Gartner CPaaS leaders group
Sinch named Gartner leader in CPaaS for fourth year
8x8 sees surging AI demand as usage revenue jumps 70%
Responsive links ChatGPT & Copilot to approved content
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.
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.
Reviews
Expert Columns
AI contact centre analytics could boost Australian firms
Why 'admin parties' should serve as a warning to marketers
The global content challenge slowing Australian brands down
The connectivity stack: Why Australian ICT leaders are rethinking where their websites live
Data matching explained: The key to clean, connected data
From AI Adoption to AI Advantage
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
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
MYOB's Solo app sets culture-first template for products
Solo by MYOB has already saved early users 17 hours a month, as the software group uses the app to test a new build model.
Videri launches dementia care campaign on small-home model
Families seeking dementia support are being urged to consider smaller, home-like care settings as Videri expands its national push.
Commonwealth Bank tests AI companion in banking app
The trial could make everyday banking decisions clearer for millions of app users, while keeping human oversight and fraud controls in place.
AI delivers measurable gains at Coles, bank & law firm
Australian firms are starting to reap AI gains in productivity and customer service, but trust and pricing models are now under pressure.
NAB redesigns app & online banking for retail customers
Customers will spend less time hunting for bills and security settings as the bank rolls out a simpler mobile and online layout.
Australian shoppers wary of social commerce security
Most Australian buyers say security fears, late deliveries and poor tracking are undermining social commerce, despite rising use of the channels.
Australian budget AI push earns cautious tech support
Cautious support from tech leaders hinges on whether Canberra can turn new AI and digital funding into real productivity gains.
Square AI launched in Australia for small businesses
Small firms could save hours on admin as the free assistant turns sales data into plain-language answers inside Square's platform.
Afterpay Arena deal to reshape Sydney venue payments
The five-year deal could ease upfront costs for fans and boost spending on tickets, food and merchandise at one of Australia's busiest arenas.
RAMMP launches free AI connector for Claude, ChatGPT
Small businesses can now diagnose trust gaps in marketing campaigns through Claude or ChatGPT without paying for RAMMP's score itself.
The Pillars marks first year with 300-member growth
More than 300 members have joined The Pillars in eight months, turning Sydney's private club into a venue for deals, partnerships and referrals.
Australian CEOs favour AI reskilling over job cuts
Most Australian chief executives are using AI to reshape work and boost skills, with only one in five planning hiring cuts.
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.
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.
Job Moves
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
Rebekah Horne joins Golf Australia Board to drive digital focus
