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
Peacock Group opens Dandenong South site for Melbourne base
A single Melbourne base will house about 150 staff as Peacock Group expands its Victorian footprint by roughly two-thirds at Dandenong South.
Payment failures put AUD $3.1 billion retail sales at risk
Shoppers walk away within minutes when card systems fail, with outages now threatening AUD $3.1 billion in annual retail and hospitality sales.
Zendesk names Rachita Sundar as Chief Financial Officer
Greater scrutiny over AI spending will fall on Zendesk's finance team as Rachita Sundar takes over as Chief Financial Officer.
GENERAL Australia names 2026 partner awards winners
Ambience Air Airconditioning emerged as the top winner as the rebranded air-conditioning group used its first annual awards to reward sales and service.
Australian Brands Expanding Internationally: Is Your Data Ready?
Incomplete customer data can undermine overseas sales, delaying deliveries, returns and marketing even when Australian fulfilment is strong.
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Returns policy drives Australian fashion shoppers away
More than half of Australian online fashion shoppers have walked away over returns terms, underscoring a costly retention risk for retailers.
Analyst Insights
Research and market analysis connected to Customer Experience
Abbyy names Paula Sanders Chief Customer Experience Officer
Braze named Gartner Leader for fourth straight year
Nozomi Networks wins Gartner customer choice again
TP wins Frost & Sullivan Asia-Pacific customer service award
Genesys unveils AI tools to orchestrate customer journeys
Featured News
UiPath: AI agents force rethink of junior tech roles
Routine junior tasks could soon be handed to AI agents, forcing firms to redeploy early-career staff towards strategic work, UiPath's CEO says.
Voice AI is bringing the phone call back to business
No story details were provided, leaving readers unable to gauge Twilio's latest move or its impact.
AI transforming B2B discovery - but human trust endures
AI is changing how B2B buyers make decisions - but an expert warns that it is not a substitute for effective human comms strategies.
Databricks AI helping telcos prevent churn, predict fraud
By linking customer, network and operational data, telcos can spot churn and fraud sooner, while also speeding service and support decisions.
Why businesses need more than technology to scale AI
Only 19 per cent of enterprise AI use cases hit most or all goals, as Infosys urges firms to pair technology with data, training and governance.
Confluent: Data architecture gap impairing AI ambitions
Older systems may leave Australian firms unable to meet CDR demands, while modern data architecture is becoming crucial for real-time AI use.
Confluent: Stale, unreliable data could impair enterprise AI
Fresh data and tighter controls are becoming critical as businesses push AI into production, with weak lineage and quality seen as a major risk.
AI transforms CX to go beyond the chatbot
Consumers now expect faster, more automated support as AI agents handle complex customer journeys, though many firms still struggle to prove ROI.
Datadog targets enterprise risk with AI and automation
Australian enterprises are under pressure to tame AI-driven complexity, compliance risk and rising technology costs as Datadog broadens its platform.
Interactive customers win, as AI expands into service operations
AI is cutting manual triage in Interactive's cloud operations, where 40,000 device alerts a year now generate tickets and suggested fixes automatically.
Big AI moves at Lendi Group, brokers and customers benefit
More deals and faster lender integrations are expected as Lendi shifts its mortgage platform towards agentic AI for 1,300 brokers.
Customers at the centre of Adobe's new AI evangelist role
Adobe is using the post to help customers navigate AI adoption while feeding regional priorities back into its global product strategy.
Zendesk's outcome-based pricing balances AI with human touch
Businesses will pay only for closed support cases under Zendesk's new model, as the software group ties AI automation to human fallback.
SAS Innovate: New era of scams requires novel solutions
Australians are losing billions as AI-driven fraud pushes banks, telcos and platforms to share scam data faster and stop payments earlier.
Oracle, Ingram Micro strike Australian distribution deal
Australian enterprises will gain wider access to Oracle's cloud and AI tools as demand for multicloud infrastructure and data security rises.
Fresh perspective: New Gentrack CTO on AI-driven utility future
AI tools could cut utility costs and reduce customer friction as Gentrack's new Chief Technology Officer pushes a more proactive service model.
'Very small' fines unlikely to prevent future mobile outages
Penalties in the low-to-medium eight figures may barely dent Telstra, as experts say tougher laws are needed to stop repeat outages.
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.
Reviews
Expert Columns
Fluent is not factual: Why AI needs verified data in APAC
B2B E-commerce Is Going Digital. Are APAC Businesses Ready?
The next eCommerce interface may not be a screen
Australian Brands Expanding Internationally: Is Your Data Ready?
How multi-shopper AI is transforming retail store operations
The AI experiment is over. Now CIOs need to prove business value
Are you still panning? There is a better way to extract mainframe gold
Why trusted 'Customer Context' is critical in the agentic AI era
Anyone can promise fast. The advantage is keeping it
The Next E-commerce Interface May Not Be a Screen
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Granicus adds AI analytics to Government Experience Cloud
Agencies using Government Experience Cloud can now spot where residents abandon online services and prioritise fixes using AI-led benchmarks.
Eagle Eye adds Divide By Zero to APAC partner programme
Retailers in Asia-Pacific will gain more choice over loyalty and personalisation systems as Eagle Eye broadens its partner network with Divide By Zero.
TNS launches bring-your-own-app feature for terminals
Unattended operators can now tailor customer screens without shouldering PCI compliance and payment certification on TNS terminals.
Mambu & Mastercard team up on cross-border payments
Banks could add faster, more transparent overseas transfers to digital apps without costly from-scratch integrations under the tie-up.
Terrabank partners TerraPay & Mozrt on global payments
Customers will gain faster, lower-cost cross-border transfers as Terrabank taps TerraPay's network of bank accounts and digital wallets.
Singapore Airlines refreshes in-flight dining across cabins
Passengers in premium cabins will get new tableware, wines and service touches as the carrier expands its menu overhaul across all classes.
Braze launches AI tools & deepens AWS collaboration
Marketers will gain more automated personalisation and compliance checks as the software maker deepens its ties with AWS.
HCLTech study says wealth managers lag on AI readiness
Despite near-universal AI plans, only 7% of wealth firms are building agentic systems, widening the gap between ambition and execution.
Com-X named APAC finalist in 2026 MSP Titans Awards
The finalist nod could boost Com-X's visibility as businesses seek advisers on cyber risk, compliance and hybrid workplace technology.
Salesforce expands Live Nation support & Missionforce
Fans will get round-the-clock venue help as the software firm deepens its public sector AI push, with defence revenue up 80% year on year.
Australian shoppers warm to AI for holiday shopping
Budget-conscious households are embracing AI for practical holiday tasks, with confidence rising fastest among the eight markets surveyed by Sinch.
TechnologyOne launches AI tools for students & councils
Students, council residents and back-office staff may see faster service as the software group embeds AI into everyday workflows.
Thryv says AI is redefining women’s tech leadership
AI is pushing women in small businesses into technology leadership roles, as Thryv says customer and operations experience now counts more.
Tech Race Summit explores personalisation, AI and cybersecurity
AI and personalisation are reshaping Softswiss's product, engineering and security priorities as the group warns of higher cyber risk and tighter data demands.
Ray White upgrades contact centre with AI oversight
Supervisors can now target call reviews and coaching more quickly as the 110-agent unit adds transcripts, scorecards and compliance tools.
Manhattan Associates launches tiered Editions for software
Growing retailers can now adopt Manhattan's supply chain software in stages, avoiding costly reimplementation as needs expand.
Square launches Uber Eats integration for Australia
Australian restaurants using Square can now cut tablet clutter and manage Uber Eats, dine-in orders and stock from one system.
Exabeam channel-first push lifts partner-led pipeline
Partner-led sales now account for Exabeam's highest-volume pipeline source, as new-logo business surged 138% above plan in the first half.
Datadog launches tools to monitor & test user journeys
The new tools aim to help teams spot when customers fail to complete checkout, sign-in or onboarding, despite healthy system metrics.
Qualtrics launches Healthcare XM with Press Ganey data
Healthcare systems will be able to use patient and workforce data to predict risks and trigger action as Qualtrics rolls out the product in 2027.
Job Moves
Zendesk names Rachita Sundar as Chief Financial Officer
Karmo appoints Marketing Chief as subscription grows
Compare Club hires tech chiefs for AI-led platform
Source Technology names Nette as Director of Innovation
Ricoh Australia appoints Tina Economou as Managing Director
Your Reformer appoints new Chief Technology Officer
Devoli appoints Kent Plummer as Australia Channel Manager
Five Faces Appoints Richard Alcock AO as Board Chair
Lottery Corporation names three executives in Brisbane
