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
Corporate lunches shape client trust, says psychologist
Psychologist Tim Cotter says corporate lunches can sway client trust, with venue choice, ordering and timing all shaping deal outcomes.
How growing MSPs turn hosting into a steady revenue layer
MSPs can turn wholesale hosting into a steadier revenue layer by bundling services, tightening control and reducing churn as client demands rise.
Adrenalen Edge launches SportEdge for venue screens
Adrenalen Group's Mark Sturdy unveils SportEdge, a white-label system that automates sports content, promotions and screen control for venues.
Your solar system has an app Now - and it knows more than you think
Solar monitoring apps are quietly becoming the brain of Australian homes, using weather, tariffs and AI to cut bills and spot faults.
First-party data is the new oil: Why Australian businesses can't afford to wait
Australian businesses face a shrinking third-party data landscape in 2026, with privacy reforms and browser changes making first-party data vital.
Skailed launches automated FAQ tool for eCommerce pages
Skailed adds AI-generated FAQ tool for retailers, aiming to cut manual content work and boost product-page visibility across eCommerce sites.
Analyst Insights
Research and market analysis connected to Customer Experience
Infios named Gartner warehouse management leader again
Digitate named a Leader in IDC's AIOps 2026 review
Temenos named Forrester leader in digital banking tech
Amplitude launches AI Assistant for in-product support
Amplitude launches AI assistant for in-product support
Featured News
'Self-learning' AI big boon for Qualtrics' CX
Qualtrics says AI is helping businesses cut churn, boost revenue and uncover richer customer feedback by analysing calls and surveys.
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Denodo's Dominic Sartorio warns businesses accelerating artificial intelligence deployments that cloud migrations alone do not make data ready for real-time AI.
Exclusive: Adobe ANZ chief on AI adoption trends
Adobe ANZ chief says AI is moving into production as customers in regulated sectors balance caution with rapid deployment and productivity gains.
Exclusive: Google sees success with niche AI playbooks
Google is tailoring AI playbooks for 19 industries as enterprises shift from pilots to production, with faster rollouts and ROI now the focus.
Google sees retail success with agentic commerce push
Google's Gemini enterprise suite is live in retail at Bunnings, uniting search, service and sales with AI agents and UCP support.
Exclusive: How Adobe showcases its innovation engine
Adobe's Sneaks programme puts early-stage ideas on stage, with Principal Evangelist Eric Matisoff saying the live format can help concepts evolve into products.
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Banks are slowing AI rollouts as they prioritise process visibility, with Celonis arguing execution depends on understanding how work flows today.
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
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
How accurate address data powers identity verification
Why frontline mobility is becoming an operational intelligence layer
Australia insurers urged to modernise core technology
What makes a conference successful from planning to execution
Aged care providers urged to boost feedback loops
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Infios named Gartner warehouse management leader again
Infios secures its eighth straight Gartner Leader nod for warehouse management systems, buoyed by a 4.5-star customer rating and strong retailer uptake.
Millennials trust AI more than Gen Z, survey finds
Australian Millennials trust and use AI more than Gen Z, a survey of 1,200 people found, with visible sources boosting confidence.
Radaro names Gabriele Famous as Chief Strategy Officer
Radaro taps Gabriele Famous to steer enterprise growth as last mile delivery demand rises amid greater use of AI and data analytics.
Why Australian enterprises can no longer afford to ignore the log management problem
Australian enterprises face soaring log management bills as cloud-native systems drive 100-fold data growth and expose legacy tools.
Woolworths & Coles top AI grocery visibility in Australia
Woolworths and Coles outrank Amazon in AI-driven grocery searches, as Jaywing finds local chains still hold ground against the US giant.
Vocus launches Pure partner programme after TPG deal
Vocus unveils Pure channel programme to broaden partner access after its AUD $5.25 billion TPG integration and lift commissions.
ANZ boosts Plus transfers with tracking & fraud checks
ANZ adds in-app tracking, delivery estimates and fraud checks to Plus transfers as it expands overseas payments to more than 250 destinations.
Atlas warns of AI reputation breach for businesses
Atlas says businesses face an AI reputation breach as ChatGPT, Google Gemini and Claude spread incorrect company details across major platforms.
Australian businesses embrace social selling, PayPal says
PayPal says Australian firms are rapidly turning social platforms into sales channels, with smaller businesses leading the shift and Gen Z driving demand.
Retail tops Australia’s customer service contacts
Youi survey finds retail leads customer service complaints as Australians prize human help, with poor experiences costing time, wellbeing and loyalty.
NAB creates first AI Science team, appoints George Mathews
NAB taps George Mathews to head its first AI Science team, as the bank builds in-house expertise to safely scale new digital tools.
CDR reforms could add AUD $1.2 billion, study says
CDR reforms on consent, representatives and small bank exemptions could add AUD $1.2 billion annually by 2035, modelling says.
Australia insurers urged to modernise core technology
Australian insurers risk falling behind on AI and growth unless they replace legacy core systems with cloud-native platforms before FY2027.
What makes a conference successful from planning to execution
Conference success hinges on clear goals, smooth logistics and calm handling of surprises, say Conference Organisers in Melbourne.
Aged care providers urged to boost feedback loops
Digital platforms can help aged care providers meet Australia's 2025 reforms by collecting feedback faster, tracking action and improving care.
Melbourne Park appoints AXS as year-round ticketing provider
Melbourne Park has chosen AXS to handle year-round ticketing across its major venues, expanding the platform's role beyond the Australian Open.
CommBank deploys AI to spot emerging fraud patterns
CommBank deploys agentic AI to uncover emerging fraud and scam patterns, generating detection rules across 80 million daily payment signals.
KYC for online gambling & gaming in Australia: A compliance guide
Australia's online gambling operators face tighter identity checks as regulators intensify scrutiny over fraud, money laundering and responsible gaming.
Mercha cuts proposal drafting from hours to seconds
Mercha deploys Decidr OS to automate custom sales proposals, turning a two-to-three-hour workflow into seconds for its 12-person team.
How MSPs can win more clients by showing up where CIOs are already looking
MSPs that boost search visibility and editorial presence can land on CIO shortlists sooner, as Australian buyers research vendors before contact.
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
