The Ultimate Guide to Customer Experience
A curated Australian edition of IndustrialDay news, analysis, interviews, reviews, job moves, and related resources for Customer Experience (CX).
What to know about Customer Experience
Customer Experience (CX) encompasses every interaction a customer has with a brand, shaping perceptions, loyalty, and business success. This tag explores the latest trends, technologies, and strategies companies are adopting to enhance the customer journey in a rapidly evolving digital landscape.
Readers will find insights into how businesses worldwide are leveraging AI, automation, real-time data, and omnichannel engagement to meet rising customer expectations. Stories highlight practical applications—from retail and financial services to telecommunications and public sectors—showcasing how CX innovations drive efficiency, personalization, and trust.
Dive into expert analyses, case studies, and reports that reveal common challenges like integrating legacy systems, managing data privacy, and overcoming regulatory hurdles. Learn why blending technology with human empathy is crucial and how emerging tools like chatbots and AI agents are reshaping service paradigms.
Whether you're a business leader looking to boost loyalty and revenue or a professional passionate about the evolving consumer landscape, this collection offers valuable perspectives on delivering meaningful, seamless, and engaging customer experiences today and in the future.
Australian Customer Experience News
Regional stories with direct local relevance
Elemental Concept expands to Australia with CX model
The consultancy is betting that Australian buyers will back a decision-led CX model as brands struggle to prove revenue gains from journey redesigns.
Babeltext expands translation platform to 249 languages
The Sydney-based firm says the upgrade could help agencies handle routine multilingual enquiries faster, while keeping humans in the loop.
Australian customer service still leans on phone calls
Longer waits and higher costs are weighing on Australian contact centres as most customer queries still arrive by phone, research shows.
When you outgrow Shopify: the web hosting decision behind going self-hosted
Rising sales can make hosted eCommerce plans costly and restrictive, pushing merchants towards self-hosted stores with better control and lower fees.
Oracle, Ingram Micro strike Australian distribution deal
Australian enterprises will gain wider access to Oracle's cloud and AI tools as demand for multicloud infrastructure and data security rises.
Devoli appoints Kent Plummer as Australia Channel Manager
The hire gives Australian managed service providers local support as Devoli intensifies its push to win channel business across the Tasman.
Analyst Insights
Research and market analysis connected to Customer Experience
KeeperPAM tops SoftwareReviews privileged access report
Cognizant deepens Anthropic tie-up as Claude rollout grows
DevRev launches Voice AI for customer support calls
SAS urges human oversight in agentic AI deployments
DevRev launches Voice AI for customer support calls
Featured News
Oracle, Ingram Micro strike Australian distribution deal
Australian enterprises will gain wider access to Oracle's cloud and AI tools as demand for multicloud infrastructure and data security rises.
Fresh perspective: New Gentrack CTO on AI-driven utility future
AI tools could cut utility costs and reduce customer friction as Gentrack's new Chief Technology Officer pushes a more proactive service model.
'Very small' fines unlikely to prevent future mobile outages
Penalties in the low-to-medium eight figures may barely dent Telstra, as experts say tougher laws are needed to stop repeat outages.
Archaic payment processes costing SMEs time and money
Australian SMEs are missing working capital gains as manual invoicing and EFTs leave payments slower and less secure.
Marketers turn to AI as personalisation revolution arrives
Australian marketers are turning to agentic AI to keep pace with fragmented customer journeys and rising demand for personalised content.
UiPath assisting One NZ on journey to become AI leaders
Strict controls are now central to One NZ's AI push as it guards customer data and avoids costly errors in billing and finance.
Dell Technologies makes all the hardware cool again
Renewed AI spending is boosting demand for Dell's secure, certified infrastructure as companies chase faster deployment and lower cloud costs.
Catchpoint acquisition by LogicMonitor 'makes a lot of sense'
The deal could help customers move from reactive IT monitoring to predictive AI-driven automation by combining two different data sets.
Telstra launches Adaptive Networks Centre for businesses
Telstra launches Adaptive Networks Centre, giving enterprise customers and partners faster digital quoting, ordering and near real-time control.
Gigs makes APAC splash with promising ShopBack partnership
ShopBack users could soon get easier access to travel connectivity and local mobile plans as Gigs tests its expansion in Asia.
Reviews
Expert Columns
Global payments got faster. The last mile didn't
Fraud prevention for hospitality leaders: Tackling hotel booking fraud
When you outgrow Shopify: the web hosting decision behind going self-hosted
Why a traditional LMS falls flat for the frontline
AI in action: From conversations to real business outcomes
Is your customer data ready for Australia's AML reforms?
2026 holiday predictions: The evolving customer journey
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
Enterprise leaders seek clarity over complexity in AI
How connected retail technology is driving smarter, data-driven decisions
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Australians still trust physical mail over digital
Digital fatigue and scam fears are helping keep posted letters credible, with 78% wanting important government messages by mail.
Icana.AI CallCoach lifts Finance One compliance checks
Full-call analysis has lifted Finance One's compliance and coaching performance, after the lender reviewed more than 300,000 customer calls.
Social media reshapes Australians' shopping habits
Six in ten Australians now act on products they see on social platforms, underscoring a shift in how brands must win buyers online.
Fed gov leads cross tasman digital maturity ranking
Federal digital controls are reshaping technology spending and services, with Canberra scoring 88.3 to outpace New South Wales by almost 15 points.
Tyro Health launches GapOnly Vet Portal for clinics
Veterinary clinics can now cut invoice delays as a new portal links real-time pet insurance claims with payments in one workflow.
Is your customer data ready for Australia's AML reforms?
Thousands of firms face higher risks of fines and delays unless customer records are verified and kept current before July 2026.
NiCE expands RingCentral partnership with AI focus
The deal gives businesses a more integrated way to link employee communications with customer service, as NiCE adds RingCentral's RingEX to its portfolio.
Sweet As launches AI hospitality discovery platform
Diners in Sydney now have a new way to find venues, while operators can tap first-party data and commission-free bookings.
Australian marketers lag on AI maturity, study finds
Most teams are still at an early stage, with 83% of respondents in the lower AI maturity levels and no one reaching the top two.
Australian retailers back AI shopping as trust lags
Australians remain wary of AI at checkout, with 64% uneasy about letting systems buy on their behalf despite rapid retailer investment.
Sungrow opens first solar & battery hub in Australia
The Sunshine Coast site gives households and businesses live demos of solar, battery and EV charging systems as demand for home storage grows.
Australians want local groceries, Shopfully survey finds
Price and convenience still shape Australian grocery baskets, despite nearly half of shoppers saying local suppliers matter most.
Australians join more loyalty schemes but use fewer
Australian brands face a tougher loyalty market as 93% of consumers hold memberships, yet active use has fallen and relevance is lagging.
'Very small' fines unlikely to prevent future mobile outages
Penalties in the low-to-medium eight figures may barely dent Telstra, as experts say tougher laws are needed to stop repeat outages.
Australian tech leaders hail AI shift to core business
Australian firms are increasingly using AI in day-to-day operations, with leaders saying data quality and human oversight now matter more than pilot projects.
CulturalPulse launches AskGenie to map audience segments
Businesses risk missing growth in a more diverse Australia unless they measure cultural identity alongside age, income and life stage.
Zip finds Australians use AI to guide shopping choices
Nearly half of Zip's Australian customers now use AI to compare and research purchases, but most still want to make the final call themselves.
CommBank rolls out Microsoft-built customer service AI
The bank says the platform is already resolving more enquiries end to end, as it replaces legacy systems across 2 million monthly conversations.
Superloop named Australia's fastest fixed network again
Its sustained broadband performance has earned Superloop a third straight Ookla award, strengthening its case against larger rivals in Australia.
Optus trials Nokia automation to restore mobile coverage
Customers could regain service faster during outages, as Optus says the trial restored up to 50% of affected mobile connections.
Job Moves
Devoli appoints Kent Plummer as Australia Channel Manager
Five Faces Appoints Richard Alcock AO as Board Chair
Lottery Corporation names three executives in Brisbane
Radaro names Gabriele Famous as Chief Strategy Officer
Kinetic IT names Dean Langenbach as new chief executive
Elula names Andrew Phillips as new Chief Revenue Officer
myPlates names Shikha Thakur Head of Marketing Performance
Discovery Consulting appoints SAP leader for NSW push
Kinetic IT appoints Jacqui Adams to lead digital transformation drive
