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Trust: Hard to earn, fragile, valuable
  • Customer Experience
  • Oct 25, 2026
Champions of Customer Experience – How the Australian Service Excellence Awards drive CX innovation
  • CX Awards
  • Oct 22, 2026
What Microsoft’s extended deal with CBA signals for Australian Contact Centres and CX
  • Contact Centre & Channels
  • Oct 22, 2026
The phone call isn’t going anywhere in customer service. But it does need to get smarter
  • Contact Centre & Channels
  • Oct 22, 2026
Consolidation of the VoC market and what does that mean for Australia
  • Customer Experience
  • Oct 19, 2026

Artificial Intelligence

Don’t let your AI agents go crazy Don’t let your AI agents go crazy
  • Artificial Intelligence - AI
  • Sep 28, 2026
Why it will be vital to provide ongoing support for your digital workforce Why it will be vital to provide ongoing support for your digital workforce
  • Artificial Intelligence - AI
  • Sep 01, 2026

Executive Profiles and Interviews

Lauren Hyde steps Into CEO role at Australian Marketing Institute Lauren Hyde steps Into CEO role at Australian Marketing Institute
  • Executive Profiles
  • Sep 24, 2026
Amplifying empathy with AI – Interview with Michelle Francis, General Manager of Customer Success at Australia Post Amplifying empathy with AI – Interview with Michelle Francis, General Manager of Customer Success at Australia Post
  • Executive Profiles
  • Apr 15, 2026

Marketing

Building brand integrity in an AI-Driven world – inside the 2026 CMO Summit Building brand integrity in an AI-Driven world – inside the 2026 CMO Summit
  • Marketing & Brand Experience
  • Jul 27, 2026
Don’t let your customers succumb to email fatigue – How TravelOnline overhauled its customer journey Don’t let your customers succumb to email fatigue – How TravelOnline overhauled its customer journey
  • Marketing & Brand Experience
  • May 25, 2026

Customer Experience

Trust: Hard to earn, fragile, valuable Trust: Hard to earn, fragile, valuable
  • Customer Experience
  • Oct 25, 2026
Consolidation of the VoC market and what does that mean for Australia Consolidation of the VoC market and what does that mean for Australia
  • Customer Experience
  • Oct 19, 2026

Digital

4 best billing and payment solutions for government agencies 4 best billing and payment solutions for government agencies
  • Digital Transformation & Technology
  • Sponsored
  • Feb 03, 2026
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

Latest News

Adobe and BWT Alpine F1 Team join forces to drive fan engagement

October 24, 2026
Adobe and BWT Alpine Formula One Team have announced a global premium partnership to reshape fan experiences through AI, with Adobe becoming the Official AI Fan Experience Partner for the team. Formula One is one of the world’s most dynamic sporting platforms, demanding speed, precision and constant innovation. As the fan base continues to grow ...

Cisco Unveils agentic collaboration features across Webex and Workplace Ecosystem

October 7, 2026
Cisco has introduced new agentic collaboration innovations aimed at integrating digital teammates directly into everyday workflows, physical spaces, and customer interactions. Announced at WebexOne 2026, the updates evolve Webex beyond traditional chatbots into proactive AI agents capable of handling complex, multi-step tasks alongside human teams. Key developments include the integration of Claude Managed Agents into ...

Upcoming Events

CSIA Australian Service Excellence Awards – Gala Dinner

06-11-26
159 Pitt Street, Sydney
Awards Dinner or Gala

AI Leaders Symposium

11-03-27
Hunter Valley, NSW
Conference

Customer 360 Symposium 2027

23-03-27
Hunter Valley, NSW
Conference

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

  • Trust: Hard to earn, fragile, valuable October 25, 2026
  • Champions of Customer Experience – How the Australian Service Excellence Awards drive CX innovation October 22, 2026
  • What Microsoft’s extended deal with CBA signals for Australian Contact Centres and CX October 22, 2026
  • The phone call isn’t going anywhere in customer service. But it does need to get smarter October 22, 2026
  • Consolidation of the VoC market and what does that mean for Australia October 19, 2026
  • Reclaiming loyalty – balancing value, utility, and long-term engagement October 14, 2026
  • Lendi Group unleashes Agentic AI to elevate the lending experience October 7, 2026
  • AI takes centre stage for Australian shopping experiences this BFCM weekend October 7, 2026
  • The productivity dividend: AI is making CX faster. But is it making the work behind it any better? September 29, 2026
  • Don’t let your AI agents go crazy September 28, 2026
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