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The productivity dividend: AI is making CX faster. But is it making the work behind it any better?
  • Employee Experience
  • Sep 29, 2026
Don’t let your AI agents go crazy
  • Artificial Intelligence - AI
  • Sep 28, 2026
Lauren Hyde steps Into CEO role at Australian Marketing Institute
  • Executive Profiles
  • Sep 24, 2026
Beyond the stadium – how tech and data are redefining modern fandom
  • Customer Experience
  • Sep 20, 2026
How the Melbourne Park Voice of Customer platform turns feedback into action
  • Customer Insights and Data
  • Sep 14, 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

Beyond the stadium – how tech and data are redefining modern fandom Beyond the stadium – how tech and data are redefining modern fandom
  • Customer Experience
  • Sep 20, 2026
How the Melbourne Park Voice of Customer platform turns feedback into action How the Melbourne Park Voice of Customer platform turns feedback into action
  • Customer Insights and Data
  • Sep 14, 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

Eagle Eye and Divide By Zero partner to drive AI-powered loyalty across APAC

October 2, 2026
Eagle Eye has announced a partnership with technology consultancy Divide By Zero (DBZ) to expand its AI-powered loyalty and personalised marketing solutions across the Asia-Pacific region. The collaboration joins Divide By Zero’s independent technology consulting and implementation services with Eagle Eye’s loyalty, promotions, and real-time personalisation platform. Together, the organisations aim to assist brands in ...

Zendesk appoints David Hall-Johnston as CTO for APAC

September 18, 2026
Zendesk has announced the appointment of David Hall-Johnston as Chief Technology Officer for Asia Pacific and Japan (APJ). Based in Melbourne, Hall-Johnston leads the company’s regional technology strategy, focusing on enterprise AI adoption and aligning global product developments with local market requirements. Hall-Johnston brings over 20 years of enterprise technology leadership experience to the role. ...

Upcoming Events

CX Retreat 2026

08-10-26
Cape Schanck,Victoria
Conference

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

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

  • 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
  • Lauren Hyde steps Into CEO role at Australian Marketing Institute September 24, 2026
  • Beyond the stadium – how tech and data are redefining modern fandom September 20, 2026
  • How the Melbourne Park Voice of Customer platform turns feedback into action September 14, 2026
  • How NiCE is navigating the CCaaS paradigm shift in ANZ September 7, 2026
  • Only pay when AI delivers – The sweet promise of outcome based pricing September 3, 2026
  • Why it will be vital to provide ongoing support for your digital workforce September 1, 2026
  • 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
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