JAX Tyres & Auto is a great example of an Australian organisation pushing the envelope in CX. More importantly, perhaps, they’ve been able to clearly demonstrate the tangible business benefits of investing in CX capability, directly connecting that investment to revenue results. JAX Tyres & Auto is a leading Australian automotive service provider, specialising in …
Earlier in the year Zendesk bought Australian startup Local Measure. Zendesk has used the acquisition to expand and strengthen its position in the Contact Center as a Service (CCaaS) market, particularly for larger, more complex enterprise environments. While many industry analysts suggest a large segment of the market is still on-premise, Zendesk’s research indicates that …
The Twilio SIGNAL 2025 customer and partner conference recently concluded in Sydney at the prestigious Doltone House, serving as a showcase for the future of digital engagement. This year’s event focused relentlessly on the transformative intersection of AI, contextual data, and communications, positioning Twilio as a strategic partner for businesses navigating the technological frontier. SIGNAL …
Returning to the beautiful Mornington Peninsula in 2025, the CX Retreat is not your standard industry conference. Following the successful launch in 2024, this two-day, two-night event is explicitly designed as a retreat-style networking event for the Victorian CX Community, aiming to elevate discussions and forge truly meaningful connections among the state’s most influential customer …
A recent report from Concentrix, the CX Divide: The Cost of Underinvestment – August 2025, establishes a clear and compelling link between Customer Experience (CX) capability and stronger financial performance, confirming that CX is a growth engine, not a cost centre. Organisations neglecting their CX capabilities are, quite literally, “leaving money on the table.” Dhiraj …
New research highlights a growing gap between the promise of artificial intelligence (AI) in customer experience (CX) and consumer reality, with Australian consumers exhibiting deep skepticism about its application. The fifth annual Qualtrics Consumer Experience Trends report indicates that Australians are among the world’s least trusting consumers regarding corporate use of AI, even as pressure …
In one of the largest deals in the customer experience (CX) software sector, Qualtrics has announced on Monday it has agreed to acquire healthcare market research firm Press Ganey Forsta for a staggering $US 6.75 billion. The deal, which signals a major consolidation in the Voice of the Customer (VoC) space, is widely viewed as …
Customer experience (CX) is often equated with personalisation and speed. Companies strive to collect more and more data to anticipate needs and streamline interactions. But what happens when that pursuit of convenience clashes with the fundamental need for security and safety? For Yarra Valley Water (YVW) this question is at the heart of its CX …
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Artificial Intelligence (AI) is fundamentally changing how organisations listen to, understand, and act on customer feedback. Moving beyond the limitations of traditional, structured surveys (like NPS or CSAT scores), modern AI solutions are capable of analysing vast amounts of real-time, unstructured data. To fully grasp the success of AI, organisations must be able to understand …