CXFOCUS Magazine

Customer Experience

QPC Australia expands leadership team as customers ask what’s next for AI

By Mark AtterbyOctober 27, 2026

QPC Australia has significantly expanded its executive leadership team, adding two prominent industry figures to…

Customer Experience

Trust: Hard to earn, fragile, valuable

By Henry PepperOctober 25, 2026

CX Awards

Champions of Customer Experience – How the Australian Service Excellence Awards drive CX innovation

By Mark AtterbyOctober 22, 2026

Contact Centre

What Microsoft’s extended deal with CBA signals for Australian Contact Centres and CX

By Mark AtterbyOctober 22, 2026

Contact Centre

The phone call isn’t going anywhere in customer service. But it does need to get smarter

By Kellie HackneyOctober 22, 2026

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CXFocus Magazine Intelligence Hub

Practical insight, research and best practice for customer experience leaders.

CX Directory

Vendor & Supplier Gallery

Discover the vendors, suppliers and technology partners behind great customer experience.

Resources

Knowledge Bank

Practical insight, research and best practice for customer experience leaders.

Customer Experience

How the Melbourne Park Voice of Customer platform turns feedback into action

By Mark AtterbySeptember 14, 2026

Customer Experience

How Specsavers maintains a clear-eyed view on the customer’s journey

By Mark AtterbyAugust 26, 2026

Customer Experience

How customer experience is redefined during peak sales moments

By HayleyFisherAugust 24, 2026

Customer Experience

The next era of customer loyalty – trust, data, and agentic commerce

By Mark AtterbyJuly 29, 2026

Customer Experience

Why Australian brands must treat product updates as premium CX

By Paul NorthJuly 22, 2026

Customer Experience

High volume, tighter windows – Data-backed imperatives for retail’s peak season 2026

By Mark AtterbyJuly 19, 2026

Trending Now

Contact Centre

What Microsoft’s extended deal with CBA signals for Australian Contact Centres and CX

The phone call isn’t going anywhere in customer service. But it does need to get smarter

How NiCE is navigating the CCaaS paradigm shift in ANZ

Only pay when AI delivers – The sweet promise of outcome based pricing

Agentic contact centres need a judgement escalation ladder

Executive Profiles

Executive Profiles

Lauren Hyde steps Into CEO role at Australian Marketing Institute

By Mark AtterbySeptember 24, 2026

The Australian Marketing Institute (AMI) has appointed experienced education and marketing executive Lauren Hyde as…

Executive Profiles

Amplifying empathy with AI – Interview with Michelle Francis, General Manager of Customer Success at Australia Post

By Mark AtterbyApril 15, 2026

For an organisation that connects millions of Australians every day, the shift toward artificial intelligence…

How Kennards Hire is navigating the digital frontier – Interview with Nathan Borg, Head of Digital and Customer Experience

March 23, 2026

Leading with empathy – A conversation with Annmaree Bell, Chief Customer Officer, Zurich

March 5, 2026

The five-year CX strategy that elevated JAX to industry leader

October 21, 2025

From safety to strategy: How Yarra Valley Water is redefining CX

October 3, 2025

Employee Experience

Beyond the buzzwords – Why Australia’s CX job market demands strategic thinkers with tech smarts

September 23, 20250 Views

Employee Experience

How to tackle contact centre team turnover with AI adoption

June 11, 20250 Views

Employee Experience

Is digital bullying silently sabotaging your employee experience?

May 13, 20250 Views

Employee Experience

Building meaningful connections: Moving beyond transactional relationships

April 8, 20250 Views

Latest News

Customer Experience

QPC Australia expands leadership team as customers ask what’s next for AI

Customer Experience

Trust: Hard to earn, fragile, valuable

CX Awards

Champions of Customer Experience – How the Australian Service Excellence Awards drive CX innovation

Contact Centre

What Microsoft’s extended deal with CBA signals for Australian Contact Centres and CX

Contact Centre

The phone call isn’t going anywhere in customer service. But it does need to get smarter

Customer Experience

Consolidation of the VoC market and what does that mean for Australia

Loyalty

Reclaiming loyalty – balancing value, utility, and long-term engagement

Digital Experience

Lendi Group unleashes Agentic AI to elevate the lending experience

Customer Experience

AI takes centre stage for Australian shopping experiences this BFCM weekend

Employee Experience

The productivity dividend: AI is making CX faster. But is it making the work behind it any better?

Our Picks

Executive Profiles

Lauren Hyde steps Into CEO role at Australian Marketing Institute

By Mark AtterbySeptember 24, 2026

Executive Profiles

Amplifying empathy with AI – Interview with Michelle Francis, General Manager of Customer Success at Australia Post

By Mark AtterbyApril 15, 2026

Executive Profiles

How Kennards Hire is navigating the digital frontier – Interview with Nathan Borg, Head of Digital and Customer Experience

By Mark AtterbyMarch 23, 2026

Executive Profiles

Leading with empathy – A conversation with Annmaree Bell, Chief Customer Officer, Zurich

By Mark AtterbyMarch 5, 2026

Executive Profiles

The five-year CX strategy that elevated JAX to industry leader

By Mark AtterbyOctober 21, 2025

Customer Experience

From safety to strategy: How Yarra Valley Water is redefining CX

By Mark AtterbyOctober 3, 2025

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