The enterprise Contact Centre as a Service (CCaaS) market is undergoing its biggest structural shift in more than a decade. For years, traditional vendors have held a grip on customer experience (CX) budgets, charging, per-seat licensing fees for dedicated application suites. That model is now being dismantled. Hyperscalers, Amazon Web Services (AWS), Microsoft, and Google …
For retailers, peak sales periods like EOFY, Black Friday and Cyber Monday are often viewed through a simple lens: more traffic, more transactions and more revenue. But these moments represent something far more valuable. They bring a concentrated wave of high-intent customers, creating a rare opportunity for retailers to strengthen customer relationships and build long-term …
TAL have announced the appointment of Alexis Denby as Chief Customer and Health Officer, effective 1 October 2026. The appointment reflects TAL’s ongoing focus on strengthening the connection between customer experience, health outcomes and community confidence. Alexis will lead TAL’s Customer and Health strategy, bringing together customer advocacy, health engagement, customer experience, brand and community …
When Michael Chen joined premium Australian mattress manufacturer Sealy Posturepedic nearly 7 years ago, centralising the fragmented CX function was his first priority. Laying the right foundations with the CX team, before introducing process automation tech, was most important. “People, culture, processes, come first and then and only then the technology. If you have people …
Australian customer-service teams are racing toward agentic AI, but speed is becoming the easy part. The harder question is what happens when an automated system cannot resolve a problem, loses context or makes a customer repeat the story from the beginning. CXFocus’s recent coverage of agentic AI in Australian contact centres captures the shift from simple …
The contact centre market across the Asia-Pacific (APAC) region is entering a new operational phase. Rapid advances in artificial intelligence (AI), coupled with the expansion of hyperscalers and modern customer experience (CX) platforms, are accelerating a transition away from traditional telephony-first and interactive voice response (IVR) operating models. In their place, organisations are deploying AI-enabled …
Emotional media headlines about AI replacing the jobs currently done by people may be common but they are not supported by history. Technology and labor markets have been constantly changing since the 19th Century but “we’ve never had a tech revolution where there were fewer jobs at the end of it,” according to Martha Gimbel, …
As economic volatility pressures Australian households and digital technology reshapes how people shop, traditional loyalty models are facing unprecedented disruption. To unpack what this means for businesses, Mandy Gallie, Head of Sales for Asia Pacific (Vice President) of Customer Acquisition and Engagement at Mastercard, and Rachel Stinear, General Manager – Partnerships & Events at the …
As deepfakes, automated content generation, and algorithmic marketing continue to flood consumer feeds, executive leaders across Australia gathered at Crown Plaza in Surfers Paradise for the 2026 CMO Summit with one core priority on the agenda – Trust. Organised by Marcus Evans, the premier invitation-only forum, held on the 22nd and 23rd July, brought together …
Software updates are one of the most valuable customer experience moments that brands keep overlooking. Every update is an opportunity to build or lose trust, but many organisations never test the experience that keeps customers coming back. For digital businesses, updates are one of the few interactions that happen repeatedly throughout the customer relationship. Unlike …