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Agentic contact centres need a judgement escalation ladder
  • Contact Centre & Channels
  • Aug 27, 2026
How Specsavers maintains a clear-eyed view on the customer’s journey
  • Customer Experience
  • Aug 26, 2026
Are the hyperscalers coming for your contact centre?
  • Contact Centre & Channels
  • Aug 25, 2026
How customer experience is redefined during peak sales moments
  • Customer Experience
  • Aug 24, 2026
TAL appoints Alexis Denby as Chief Customer and Health Officer
  • Movers & Shakers
  • Aug 20, 2026

Artificial Intelligence

Amplify your strengths not your sins – Sealy on the reality of AI in CX Amplify your strengths not your sins – Sealy on the reality of AI in CX
  • Artificial Intelligence - AI
  • Aug 17, 2026
Customer-facing AI needs an escalation promise, Not just a faster answer Customer-facing AI needs an escalation promise, Not just a faster answer
  • Artificial Intelligence - AI
  • Aug 12, 2026

Executive Profiles and Interviews

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
How Kennards Hire is navigating the digital frontier – Interview with Nathan Borg, Head of Digital and Customer Experience How Kennards Hire is navigating the digital frontier – Interview with Nathan Borg, Head of Digital and Customer Experience
  • Executive Profiles
  • Mar 23, 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

How Specsavers maintains a clear-eyed view on the customer’s journey How Specsavers maintains a clear-eyed view on the customer’s journey
  • Customer Experience
  • Aug 26, 2026
How customer experience is redefined during peak sales moments How customer experience is redefined during peak sales moments
  • Customer Experience
  • Aug 24, 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

Bunnings is Australia’s most trusted brand

August 27, 2026
Bunnings remains Australia’s most trusted brand for the 12 months to June 2026, according to Roy Morgan’s Trust & Distrust June 2026 Quarterly Update, marking its eleventh consecutive quarterly win in a streak stretching back nearly three years to late 2023. While Optus holds the title of most distrusted brand for a second straight quarter, ...

New study finds that while AI adoption is nearly universal, most models, processes, and teams aren’t ready to realise ROI

August 19, 2026
Despite widespread enterprise AI adoption, many organisations are struggling to realise noticeable financial returns due to outdated operating models, fragmented data, and weak governance. This is according to a recent survey by TTEC Digital, The great CX reset: Why outdated operating models are stalling AI’s payoff The findings reveal a stark disconnect between widespread AI ...

Upcoming Events

NiCE World APAC 2026 – Sydney, Australia

03-09-26
12 Darling Drive, Sydney NSW 2000, Australia Room: Magnifique Ballroom
Conference

Marketing Tech Symposium 2026

08-09-26
Hunter Valley, NSW
Conference

NiCE World APAC 2026 – Adelaide, Australia

10-09-26
Cnr. South Terrace & Peacock Rd, Adelaide SA 5000 Room: Parkview Room
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

  • Agentic contact centres need a judgement escalation ladder August 27, 2026
  • How Specsavers maintains a clear-eyed view on the customer’s journey August 26, 2026
  • Are the hyperscalers coming for your contact centre? August 25, 2026
  • How customer experience is redefined during peak sales moments August 24, 2026
  • TAL appoints Alexis Denby as Chief Customer and Health Officer August 20, 2026
  • Amplify your strengths not your sins – Sealy on the reality of AI in CX August 17, 2026
  • Customer-facing AI needs an escalation promise, Not just a faster answer August 12, 2026
  • Risk, governance and sovereignty – the driving forces behind AI deployments in the contact centre August 11, 2026
  • Is AI a jobs shrinker or catalyst for more high value work? July 30, 2026
  • The next era of customer loyalty – trust, data, and agentic commerce July 29, 2026
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