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How Cresta AI is killing the customer feedback survey
  • Contact Centre & Channels
  • Feb 03, 2026
The conversation explosion in 2026
  • Contact Centre & Channels
  • Jan 29, 2026
The shift to conversational CX – Interview with Sinch’s Angus Mansfied
  • CX Predictions 2026
  • Jan 19, 2026
Bankwest’s ‘Just Enough Bank’ requires a balance of both positioning and customer execution
  • Marketing & Brand Experience
  • Jan 16, 2026
Winning the 2026 experience race – Moving from ‘AI-first’ to ‘trust-first’
  • Customer Experience
  • Jan 14, 2026

Predictions 2026

The shift to conversational CX – Interview with Sinch’s Angus Mansfied The shift to conversational CX – Interview with Sinch’s Angus Mansfied
  • CX Predictions 2026
  • Jan 19, 2026
Why AI Transparency will build brand trust and loyalty in 2026 – Interview with Nicholas Kontopoulos Why AI Transparency will build brand trust and loyalty in 2026 – Interview with Nicholas Kontopoulos
  • CX Predictions 2026
  • Dec 10, 2025

Executive Profiles and Interviews

The five-year CX strategy that elevated JAX to industry leader The five-year CX strategy that elevated JAX to industry leader
  • Executive Profiles
  • Oct 21, 2025
From safety to strategy: How Yarra Valley Water is redefining CX From safety to strategy: How Yarra Valley Water is redefining CX
  • Customer Experience
  • Customer Insights and Data
  • Employee Experience
  • Executive Profiles
  • Oct 03, 2025

Marketing

Bankwest’s ‘Just Enough Bank’ requires a balance of both positioning and customer execution Bankwest’s ‘Just Enough Bank’ requires a balance of both positioning and customer execution
  • Marketing & Brand Experience
  • Jan 16, 2026
How Anytime Fitness is redefining member experience How Anytime Fitness is redefining member experience
  • Customer Experience
  • Executive Profiles
  • Marketing & Brand Experience
  • Movers & Shakers
  • Jul 08, 2025

Customer Experience

Winning the 2026 experience race – Moving from ‘AI-first’ to ‘trust-first’ Winning the 2026 experience race – Moving from ‘AI-first’ to ‘trust-first’
  • Customer Experience
  • Jan 14, 2026
Why 2026 is the tipping point for Australian banking CX Why 2026 is the tipping point for Australian banking CX
  • Customer Experience
  • Jan 13, 2026

Digital

Creating student-first experiences: CSU’s Journey to proactive, empathetic support Creating student-first experiences: CSU’s Journey to proactive, empathetic support
  • Digital Transformation & Technology
  • Nov 27, 2025
Optimising digital experiences to fuel growth Optimising digital experiences to fuel growth
  • Digital Transformation & Technology
  • Oct 28, 2025

Latest News

Will the CBA live up to its AI promises to customers and employees

February 6, 2026
The Commonwealth Bank (CBA) has released a detailed report focused on ethics and transparency outlining its organisational strategy for Artificial Intelligence. With AI projected to inject between $45 billion and $115 billion annually into the Australian economy by 2030, CBA is positioning itself not just as a user of the technology, but as a blueprint ...

Intuit Mailchimp report reveals disconnect between consumer expectations and marketing execution

February 4, 2026
Intuit Mailchimp, in partnership with Ascend2, has released a comprehensive global report titled “The Art of the Opt-In: Why List Building is Only the Beginning.” The study, which surveyed thousands of marketers and consumers across the US, UK, Canada, Australia, and New Zealand (ANZ), highlights a growing “trust gap” in digital marketing strategies. The findings ...

Upcoming Events

Unlock the Future of Marketing at the 18th CMO Summit 2026!

25-02-26
Double Bay, Sydney, NSW
Conference

Mini-MBA in Customer Technology

13-04-26
-
Class, Training, or Workshop

Mini MBA in Customering

13-04-26
-
Class, Training, or Workshop

CXFocus Magazine

CXFocus is for executives who need to understand digital disruption and how it’s reshaping the type of relationships brands have with their customers. By providing the latest news, special reports, case studies, blogs, videos, and a host of other content CX Focus is a forum to explore the key issues around customer experience and digital disruption.
  • Editorial schedule and features list

Latest Posts

  • How Cresta AI is killing the customer feedback survey February 3, 2026
  • The conversation explosion in 2026 January 29, 2026
  • The shift to conversational CX – Interview with Sinch’s Angus Mansfied January 19, 2026
  • Bankwest’s ‘Just Enough Bank’ requires a balance of both positioning and customer execution January 16, 2026
  • Winning the 2026 experience race – Moving from ‘AI-first’ to ‘trust-first’ January 14, 2026
  • Why 2026 is the tipping point for Australian banking CX January 13, 2026
  • Digital labour – Are the robots really taking over customer support? January 12, 2026
  • How values-driven support turns AI into loyalty January 6, 2026
  • Generative AI in customer service: From chatbots to autonomous agents December 16, 2025
  • IKEA’s quest to become customer obsessed December 14, 2025
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