The enterprise contact centre market is undergoing its biggest structural shift in more than a decade, according to the newly released 2026 APAC Contact Centre CX Platforms with AI Buyers Guide from independent research and advisory firm, CrayonIQ. The report finds organisations are no longer simply selecting contact centre platforms. Instead, procurement is increasingly driven …
Three decades ago, the contact centre industry was bound to physical facilities. In these bustling, centralised hubs, rows of agents sat side-by-side, handling simple, straightforward voice calls within rigid brick-and-mortar constraints. Workforce management (WFM) was a rudimentary administrative task, largely limited to basic time-and-attendance tracking and simple shift allocations. The operational landscape was uncomplicated, as …
Dashboards have long been the control tower for customer experience, helping teams see where customers drop off, which journeys convert, and which products or campaigns are performing. But they have one major limitation: they mostly show what has already happened. Customers now move across touchpoints and channels in minutes. By the time a weekly report …
For global travel and hospitality brands, customer experience (CX) is a complex, multinational orchestration of journeys. At Our Vacation Centre—a prominent travel loyalty provider under the global Arrivia umbrella—managing these dynamics involves coordinating a highly distributed, multilingual footprint. In an industry vulnerable to sudden geopolitical shifts and changing consumer habits, the organisation has shifted its …
The Australian customer experience (CX) landscape has reached a critical inflection point. The era of speculative AI experimentation is drawing to a close, replaced by an urgent mandate for enterprise-wide integration. While the first half of 2025 saw a staggering 119% surge in AI agent adoption across the country, moving these initiatives out of the …
Imagine you wake up on a Tuesday morning, grab your phone, and see 14 unread notifications from your email app. You open it up, hoping for an update on a package you’re expecting or a message from a friend. Instead, your inbox looks like a digital shouting match: This is the daily reality of email …
Historically, the Customer Relationship Management (CRM) system and Contact Center as a Service (CCaaS) platform operated as two distinct silos. This separation created swivel-chair syndrome, where agents manually toggled between screens, leading to fragmented data and frustrated customers. Audrey William, Industry Analyst and founder of Crayon IQ, comments, “The convergence of CCaaS and CRM really …
A pathology test can be a critical moment in a person’s healthcare journey. As Australia’s second-largest pathology provider, Healius processes millions of tests annually. However, behind the clinical precision of the laboratory lies a human experience that begins long before a needle meets a vein. It’s the responsibility of Nathan Kellie, National CX Insights Manager …
Anne-Kathrine Nissen, the CX Design Lead for H &M, doesn’t just see a business that sells products to customers. She sees a massive, living web of human interactions. The story of H&M’s transformation, as told by Anne-Kathrine, isn’t about a new app or a flashier website. It is a story about using holistic design to …
At this week’s Qualtrics Experience Live event in Sydney, the conversation focused on the impact and potential of AI in terms of Voice-of-Customer (VoC) and customer feedback analysis. Despite recent negative sentiment in the VoC market—highlighted by Medallia’s financial challenges and Qualtrics’ own recent funding hurdles—the event presented an optimistic future for the sector, centred …
