Author: CXFOCUS Editor

Global human capital management (HCM) provider Dayforce, Inc. has announced the launch of its Dayforce Agentic HCM Platform, introducing an architecture designed to embed native artificial intelligence across its core HR and workforce management software suite. According to the company, the platform operates on an underlying administrative foundation encompassing user identity, permissions, privacy, security protocols, approvals, and auditability. The architecture aims to support autonomous “agentic” AI capabilities—shifting the technology’s role from answering user queries to executing multi-step tasks—while maintaining existing corporate governance, compliance, and reporting controls. David Ossip, Chief Executive Officer and Founder of Dayforce, stated that the system is…

NiCE have announced the results of a new survey examining how consumers’ personal AI agents are increasingly contacting businesses’ customer service front lines, and how those businesses are already responding.  More than 118 customer service practitioners at more than 70 organisations described agent-to-agent collaboration. The findings confirm that as customers’ personal AI agents reach out, businesses are deploying their own AI agent teams to meet them. Ben Hancock, APAC Lead, Forward Deployed Engineering, NiCE, says,  “Across Australia and New Zealand, we’re seeing how AI is creating new opportunities for businesses to transform customer experiences and improve operational efficiency. In Australia,…

Australian shoppers are planning to spend more this Black Friday Cyber Monday (BFCM) weekend, but economic pressure is making them more discerning about what they spend their money on, according to Shopify’s 2026 Holiday Retail Report. Australians plan to spend an average of A324 in 2025, bucking the global trend where planned spending has edged down from US186. But higher spending doesn’t mean Australians are throwing caution to the wind. More than half (54%) say economic conditions have negatively affected their holiday shopping plans, prompting shoppers to think harder about where their money goes. That is translating into a more…

Customer onboarding and retention are two connected but distinct life cycle challenges for marketing teams. When early communication falters or behavioral targeting falls short later, customers disengage before they realize your value. This article draws insights from Emma, an email marketing platform and expert voice on subscriber growth and engagement. Why Early Onboarding Decides Long-Term Retention The onboarding period accounts for a disproportionate share of churn compared to later stages, so the first interactions have an outsized effect on whether a customer stays. What typically goes wrong is straightforward but damaging. New customers receive generic or delayed communication, never reach…

Grant funding can be transformative for nonprofit organizations, but the administrative burden of managing multiple grants often diverts staff attention away from mission-critical work. Between tracking deadlines, maintaining compliance and generating detailed reports for funders, your team may spend more time on paperwork than programming. Grant management software for nonprofits addresses these challenges by automating routine tasks and centralizing data, allowing your organization to focus on the communities you serve. Understanding the Grant Management Life Cycle Grants represent contractual obligations that require careful oversight throughout their duration. The three main phases of grants management encompass everything from initial research through…

Government agencies face increasing pressure to modernize, driven by citizen expectations for convenience and fast, secure experiences similar to those offered by private companies. However, many state and local organizations still rely on legacy systems that no longer meet today’s demands. This gap often results in slower processing times and limited payment options, frustrating users, especially when these services are funded by their taxes. Beyond meeting expectations, public institutions must also ensure accuracy and transparency to maintain compliance. Fortunately, modern platforms are catching on. To ensure the right fit, here is what agencies should consider when evaluating government billing and…

Sydney-headquartered customer experience and digital transformation company, Customer Science, has announced the appointment of Chris Borg as the company’s inaugural Partner Manager. Based in Sydney, Borg will be responsible for extending the company’s partner program in alignment with its strategy for growth and bolstering mutually successful relationships between Customer Science and its broad ecosystem of alliance partners to help them support customers with transformative CX outcomes while navigating today’s challenges and preparing for the future. Borg joins Customer Science with more than ten years’ experience across business development, client management, consulting and sales enablement programs within the contact centre, digital…

Workers in Australia are looking for new jobs, asking for extra shifts, and switching to cheaper brands as everyday expenses eat up a bigger chunk of their paychecks, new research from Qualtrics shows.  Drawing on insights from 1,020 full- and part-time workers in Australia, the study revealed 51% of respondents say it is harder for them to pay their current living expenses compared to 12 months ago. A third of respondents (32%) said the current economic climate will impact their spending habits for more than a year1. With inflation in Australia expected to peak in the December quarter of 2022,…

Customers want personalised services tailored to their individual needs and expectations. However, according to research from Twilio, consumers don’t trust brands to keep their personal data secure and to use it responsibly. To provide highly personalised service, brands must have a greater understanding of their customers’ needs, purchasing histories and preferences. In other words, they need to store and mine vast amounts of customer data. They need to analyse and act on that data so they can tailor the content and experiences they serve up to their customers. Twilio’s State of Personalisation Report 2022 found that 62% of consumers expect personalisation, saying…

According to a new report released today by KellyOCG, over three quarters of Australian senior executives say they are planning to leave their organisations in the next two years, which is higher than the global average. The second annual KellyOCG Global Workforce Report – Re:work, surveyed 1,000 senior business leaders across 12 countries to understand the greatest talent challenges and risks facing organisations as they emerge from the pandemic. It also explores how companies are transforming across four critical dynamics of success: workforce agility; diversity, equity, and inclusion (DEI); employee experience; and adoption of tools and technologies. “Our research signals there…