The Ultimate Guide to Customer Experience
A curated Australian edition of TechDay 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
Carsales launches Nexgate software for dealer teams
Dealer groups could save time as the platform unites stock, pricing and buyer data, helping staff act faster on sales opportunities.
Nozomi Networks wins Gartner customer choice again
Growing demand for industrial cyber security tools has helped Nozomi retain the only second straight Gartner Peer Insights customer award in its category.
Confluent: Stale, unreliable data could impair enterprise AI
Fresh data and tighter controls are becoming critical as businesses push AI into production, with weak lineage and quality seen as a major risk.
AXA partners with Publicis Sapient on AI hub growth
Shared AI infrastructure will help the insurer roll out agents faster, while keeping oversight tight across its 52-country network.
Compare Club hires tech chiefs for AI-led platform
The move aims to make Club+ more proactive, with alerts on savings and switching opportunities instead of waiting for customers to compare again.
Lendi lifts loan lodgement with AI agents & Twilio
Home loan applicants are reaching loan lodgement 2.5 times faster after Lendi Group linked AI agents to Twilio's platform.
Analyst Insights
Research and market analysis connected to Customer Experience
Nozomi Networks wins Gartner customer choice again
TP wins Frost & Sullivan Asia-Pacific customer service award
Genesys unveils AI tools to orchestrate customer journeys
Claroty named leader & customer favourite by Forrester
Blue Yonder adds AI retail tools for returns & stock
Featured News
Confluent: Stale, unreliable data could impair enterprise AI
Fresh data and tighter controls are becoming critical as businesses push AI into production, with weak lineage and quality seen as a major risk.
AI transforms CX to go beyond the chatbot
Consumers now expect faster, more automated support as AI agents handle complex customer journeys, though many firms still struggle to prove ROI.
Datadog targets enterprise risk with AI and automation
Australian enterprises are under pressure to tame AI-driven complexity, compliance risk and rising technology costs as Datadog broadens its platform.
Interactive customers win, as AI expands into service operations
AI is cutting manual triage in Interactive's cloud operations, where 40,000 device alerts a year now generate tickets and suggested fixes automatically.
Big AI moves at Lendi Group, brokers and customers benefit
More deals and faster lender integrations are expected as Lendi shifts its mortgage platform towards agentic AI for 1,300 brokers.
Customers at the centre of Adobe's new AI evangelist role
Adobe is using the post to help customers navigate AI adoption while feeding regional priorities back into its global product strategy.
Zendesk's outcome-based pricing balances AI with human touch
Businesses will pay only for closed support cases under Zendesk's new model, as the software group ties AI automation to human fallback.
SAS Innovate: New era of scams requires novel solutions
Australians are losing billions as AI-driven fraud pushes banks, telcos and platforms to share scam data faster and stop payments earlier.
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.
Reviews
Expert Columns
Why Email and Phone Append Matter for Prescreen Campaigns
Fighting fraud at scale: Why entitlement servers are becoming central to telecoms security
When IT fails in manufacturing, the whole supply chain pays
6 Industries that need address verification
How observability powers Australia's biggest streaming event
The importance of data enrichment in financial services
The AI metric that matters isn't token cost
Why AI will define the next generation of stadium security and operations
Fragmented payment systems are costing your business
AI adoption rises as Australian firms mine contact data
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Cisco report: AI strains Australian networks as upgrades lag
Budget limits are leaving most Australian firms exposed as AI-driven traffic surges, with just 17% saying their networks are fully ready.
People First Bank launches Backbase digital platform
The staged rollout aims to smooth the merger of two legacy systems for 750,000 customers as the bank overhauls online banking.
Australian firms lose time to repetitive admin work
Businesses risk wasting money on AI unless they first tackle the repetitive admin that is draining skilled staff time across departments.
Women in Digital names finalists for 2026 national awards
A record shortlist across 20 categories spotlights women, non-binary people and allies shaping Australia's banking, health and education systems.
DingGo enters commercial phase with Guidewire deal
The partnership could open access to more than 570 insurers in 43 countries as DingGo seeks live deployments of its crash management tools.
Bunnings partners with TAXIBOX on moving & storage
Bunnings customers can now book TAXIBOX storage and interstate moves online, adding a new option for renovation and relocation jobs.
Okta & Deloitte join forces on AI identity controls
Rising regulatory pressure in Australia is forcing firms to tighten oversight as AI agents and automated systems gain broader access to enterprise networks.
Zenith Payments appoints Anthony Drury as Chief Executive
The leadership reshuffle signals Zenith Payments' push to broaden services as Australia's payments market faces regulatory and commercial change.
How observability powers Australia's biggest streaming event
Fans were spared buffering as Seven used New Relic to scale 7plus Sport for AFL demand and meet strict geotargeting rules.
Virtualplatform previews AI workflow engine for telcos
Telcos could cut manual handovers and supplier rebuilds as the software embeds AI into ordering, support and billing workflows.
Australian employers lose work amid staffing shortages
More than a third of Australian employers have lost customers or cut service quality as hiring gaps force them to turn work away.
Biza.io launches openfeed for consented banking data
Businesses can now tap customer-approved bank and energy data in hours, as Biza.io's new feed cuts integration costs and compliance hurdles.
Sinch partners Coderra on AI messaging for Australia
Australian retailers will gain automated chat support as the tie-up combines AI agents with Sinch's messaging network across multiple digital channels.
Australian shoppers favour orthopedic over orthopaedic
Australian retailers may be missing search traffic, after 16 months of data showed shoppers far prefer “orthopedic” to “orthopaedic”.
Why AI will define the next generation of stadium security and operations
As crowds swell and costs rise, venue operators are turning to AI to spot risks sooner and keep events running smoothly.
Blue Yonder adds AI retail tools for returns & stock
Retailers could cut stockouts and returns costs as Blue Yonder links forecasting, fulfilment and customer service in one AI-driven system.
McMillan Shakespeare expands BYD & Denza leasing links
Novated leasing demand is helping McMillan Shakespeare deepen ties with EV brands as its leases rose 7% in the first half of FY26.
Interactive customers win, as AI expands into service operations
AI is cutting manual triage in Interactive's cloud operations, where 40,000 device alerts a year now generate tickets and suggested fixes automatically.
Big AI moves at Lendi Group, brokers and customers benefit
More deals and faster lender integrations are expected as Lendi shifts its mortgage platform towards agentic AI for 1,300 brokers.
Central Coast Council adopts Adobe tools in digital overhaul
Paper-heavy approvals and resident services should speed up as the council phases in Adobe software to cut delays, errors and privacy risk.
Job Moves
Compare Club hires tech chiefs for AI-led platform
Source Technology names Nette as Director of Innovation
Ricoh Australia appoints Tina Economou as Managing Director
Your Reformer appoints new Chief Technology Officer
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
