Customer experience (CX) is the heart of any successful business. In this category, you’ll find insightful articles packed with actionable strategies to transform your customer interactions. Discover how to leverage empathy, personalise your approach, and utilise technology effectively to create a seamless and delightful customer journey. Gain expert advice on building customer loyalty, reducing churn, and turning happy customers into brand advocates.
Unleash the power of exceptional customer service! Dive into articles exploring the latest trends, tips, and strategies to elevate your customer experience and build lasting brand loyalty.
Ultimately, investing in CX is an investment in the future of your business. It’s about building a foundation of trust, creating memorable experiences, and fostering a community of loyal customers who not only return but also champion your brand. By understanding and prioritising the customer experience, businesses can unlock sustainable growth, enhance brand reputation, and cultivate a competitive advantage that sets them apart.
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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 …
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 …
Recently founded research and advisory firm, Crayon IQ, has released its inaugural “APAC Contact Centre CX Platforms With AI buyer’s Guide.” This report is the first independent, regional analysis to assess and rank 17 major vendors, providing a local perspective on a market often dominated by North American research. According to Audrey William, founder of …
The Australian Customer Experience (CX) job market is currently experiencing solid growth, with strong demand in the financial services, retail, and healthcare sectors. While competition for senior roles is high, there’s a notable need for professionals who can combine strategic thinking with hands-on technical skills and data analysis. CXFocus editor, Mark Atterby talks to Fiona …
In 2025, elevating the customer experience is the top agenda item for Australian and New Zealand financial services institutions.Understandably so. The market is not just mature and crowded; it is being reshaped by an unprecedented wave of mergers in the customer-owned sector and intense pressure from the ‘Big Four’ and a new generation of digital …
Intelligent experiences, powered by AI, are no longer a theoretical concept. They’re a tangible reality that’s transforming how businesses operate and how they connect with customers and employees. I recently spoke with Fabrice Martin about the trends reshaping customer engagement through AI and how Medallia’s roadmap is evolving to meet this trend. Mark Atterby (MA): …
Does your organisation’s contact centre provide swift, seamless service to customers whenever and however they choose to get in touch? If you’re not able to answer with a resounding ‘yes’, you’re missing a golden opportunity to build the trust and loyalty that’s become the sine qua non of every successful commercial enterprise, irrespective of the …