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
Braze named Gartner Leader for fourth straight year
Marketers weighing customer-engagement platforms may see Braze's latest Gartner ranking as a signal of stronger execution and vision in a crowded market.
Square launches Uber Eats integration for Australia
Australian restaurants using Square can now cut tablet clutter and manage Uber Eats, dine-in orders and stock from one system.
Zeller wins Fast Company award for payment terminal
The accolade underlines Zeller's push beyond payments hardware, with the terminal now used by more than 110,000 businesses worldwide.
McMillan Shakespeare deepens BYD leasing ties in Australia
The tie-up should widen access to electric cars for Australian buyers as novated leasing becomes a bigger route to ownership.
OpenDebt raises AUD $2 million to expand AI debt recovery
The funding will help the Sydney start-up reach more lenders as it targets overdue debts that are too small or costly to chase manually.
Loyalty programmes reshape Australian travel choices
Loyalty schemes are winning a bigger share of Australian travel spending as airlines, hotels and car hire firms push more personalised offers.
Analyst Insights
Research and market analysis connected to Customer Experience
Braze named Gartner Leader for fourth straight year
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
Featured News
AI transforming B2B discovery - but human trust endures
AI is changing how B2B buyers make decisions - but an expert warns that it is not a substitute for effective human comms strategies.
Databricks AI helping telcos prevent churn, predict fraud
By linking customer, network and operational data, telcos can spot churn and fraud sooner, while also speeding service and support decisions.
Why businesses need more than technology to scale AI
Only 19 per cent of enterprise AI use cases hit most or all goals, as Infosys urges firms to pair technology with data, training and governance.
Confluent: Data architecture gap impairing AI ambitions
Older systems may leave Australian firms unable to meet CDR demands, while modern data architecture is becoming crucial for real-time AI use.
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.
Reviews
Expert Columns
How multi-shopper AI is transforming retail store operations
The AI experiment is over. Now CIOs need to prove business value
Are you still panning? There is a better way to extract mainframe gold
Why trusted 'Customer Context' is critical in the agentic AI era
Anyone can promise fast. The advantage is keeping it
The Next E-commerce Interface May Not Be a Screen
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
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Ray White upgrades contact centre with AI oversight
Supervisors can now target call reviews and coaching more quickly as the 110-agent unit adds transcripts, scorecards and compliance tools.
Manhattan Associates launches tiered Editions for software
Growing retailers can now adopt Manhattan's supply chain software in stages, avoiding costly reimplementation as needs expand.
Exabeam channel-first push lifts partner-led pipeline
Partner-led sales now account for Exabeam's highest-volume pipeline source, as new-logo business surged 138% above plan in the first half.
Datadog launches tools to monitor & test user journeys
The new tools aim to help teams spot when customers fail to complete checkout, sign-in or onboarding, despite healthy system metrics.
Qualtrics launches Healthcare XM with Press Ganey data
Healthcare systems will be able to use patient and workforce data to predict risks and trigger action as Qualtrics rolls out the product in 2027.
Slimstock & Thomax team up on supply chain software
The tie-up aims to cut fulfilment delays for retailers and logistics firms by linking inventory forecasts with warehouse and transport systems.
UiPath names 2026 partner awards winners across sectors
UiPath's partner network spans 30 countries and 250 use cases, signalling growing demand for automation projects across industries.
Retailers boost video & AI as visual commerce grows
Retailers are using AI to handle booming video, social commerce and user-generated content as operational strains mount across channels.
DXC names three winners of 2026 insurance invitational
Insurers in Australia and New Zealand may gain tools for fraud checks, customer communication and injury recovery after DXC picked three startups.
Al-Futtaim picks Juspay for 50-brand payments rollout
Customers across 50 brands in 12 markets will get a single checkout layer, as Al-Futtaim seeks fewer failed payments and easier reporting.
Manhattan launches tiered Editions for growing firms
Growing firms will be able to add supply chain functions without reimplementation, as Manhattan's tiered software model targets easier scaling.
VNPT picks RADCOM for roaming assurance in Vietnam
The switch should give the state-owned carrier faster roaming fault detection and better visibility for its 30 million subscribers.
Ayla launches Dealer Hub for connected device networks
Manufacturers can now monitor dealer-installed devices across sites, aiming to cut service delays and spot faults before customers complain.
Novated Lease Australia inks BYD finance partnership
The tie-up could make salary-packaged EVs easier to buy, as BYD and DENZA buyers gain showroom access to novated leasing support.
AsiaPay launches tokenisation service for Asia-Pacific
Merchants across 12 Asian markets can now use a single interface to cut checkout friction and fraud exposure on card payments.
CMOs & CIOs split over AI decision-making at firms
Shared AI projects are stalling as marketers and technologists dispute control, with most CIOs claiming the final say on CMS and DXP choices.
Visa finds Asia Pacific digital remittances rise unevenly
Uneven uptake leaves Japan lagging, as fraud fears and AI scam worries reshape how families send and receive money across Asia Pacific.
Asia, Middle East airports face USD $240 billion buildout
Airports across the two regions must balance new capacity with live operations, labour shortages and cyber risks as spending accelerates.
AI loyalty shift threatens retailers' direct customer ties
Retailers could be reduced to fulfilment providers unless they use loyalty data to stay visible as shoppers turn to AI assistants.
Forrester urges firms to prioritise practical AI governance
Enterprises face mounting risks from AI outages and hidden governance costs as Forrester says day-to-day operational needs now outrank frontier fears.
Job Moves
Karmo appoints Marketing Chief as subscription grows
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
