The recent acquisition involving Qualtrics and PG Forsta (which had previously acquired InMoment) signals a major consolidation at the top of the Voice of Customer (VoC) and Customer Feedback Management (CFM) market. This move has created a ripple effect, injecting both uncertainty and opportunity into the industry, especially in the ANZ region. According to Melanie …
As the e-commerce market continues to grow around the world, providing a satisfying digital experience for customers has never been more important. With the market estimated to be worth more than $98 trillion by 2032[1], those businesses that deliver user-friendly, seamless experiences will be best placed to capitalise on this demand. Those that fail to …
In the first installment of our CX Predictions 2026 series, I sat down with Laurence Fox from Kapitol Group to discuss how a high-growth, Tier 1 construction firm navigates the tension between maintaining efficiency and the essential human relationship needed to build trust on multi-million dollar projects. Mark Atterby (MA): Hi Laurence, thank you for …
The CX Retreat 2025, hosted by Ashton Media, convened top customer experience leaders for two days of deep dives, networking, and candid discussions. While Artificial Intelligence (AI) remained the undeniable hot topic, the overwhelming consensus moved beyond the ‘shiny new tool’ hype toward a grounded, customer-centric approach. Leaders expressed a healthy scepticism about some of …
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 …
Is reducing overheads and outgoings one of your aims for the upcoming year? For many Australian businesses, the answer is yes. Faced with challenging economic conditions, enterprises are searching for savings to help them maintain profitability and, indeed, stay afloat. This year has seen a spike in insolvencies, with rising costs, weak growth in demand …
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 …
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 …