CXFocus Magazine

AI is not a cure all for customer service

Artificial Intelligence - AI
May 18, 2026

Why the convergence of CRM and CCaaS is the new CX North Star

Customer Experience
May 13, 2026

The rise of the customer service super agent

Artificial Intelligence - AI
May 13, 2026

The pulse of pathology – How Healius listens to the voice of the patient

Customer Insights and Data
May 08, 2026

The folly of customer rabbit holes

Customer Experience
May 06, 2026

AI is not a cure all for customer service

Artificial Intelligence - AI
May 18, 2026

The rise of the customer service super agent

Artificial Intelligence - AI
May 13, 2026

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

Executive Profiles
Mar 23, 2026

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

Why the convergence of CRM and CCaaS is the new CX North Star

Customer Experience
May 13, 2026

The pulse of pathology – How Healius listens to the voice of the patient

Customer Insights and Data
May 08, 2026

4 best billing and payment solutions for government agencies

Creating student-first experiences: CSU’s Journey to proactive, empathetic support

Digital Transformation & Technology
Nov 27, 2025

Convai and Probe CX launch AVA AI Agent (AVA)

May 20, 2026

Convai and Probe CX have launched AVA AI Agent (AVA)—a bespoke, conversational AI assistant that has transformed Probe CX’s recruitment engine. Powered by Oration by Convai and spearheaded by Probe CX’s Head of Enterprise Digital, Lyle Smith, AVA automates initial candidate screening to deliver a 60% efficiency gain. This newfound efficiency gives Probe CX the ...

Qualtrics has completed its US$6.75 billion acquisition of Press Ganey Forsta

May 19, 2026

On May 18, 2026, experience management (XM) software provider Qualtrics officially finalised its acquisition of healthcare data analytics firm Press Ganey Forsta. The transaction, valued at $6.75 billion USD, represents the largest technology acquisition in Utah’s history. First announced under a definitive agreement in October 2025, the closure completes a multi-month transition period. The merger ...