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
OutSystems launches AI claims tool for auto insurers
Insurers could speed up accident reporting and towing while keeping coverage and payout decisions with adjusters under a new OutSystems system.
AGIG wins award for AI booking service for meter changes
Customers needing gas meter changes can now book appointments online instead of phoning, after AGIG replaced a manual paper process with AI support.
Verint names Abhi Sharma as chief product & tech chief
The move centralises Verint's AI product development as the software group tries to turn customer demand for measurable results into faster delivery.
Peak Insight appoints new hires after revenue surge
The Melbourne-based Cisco partner is expanding sales and services as FY26 revenue jumped 67 per cent and bookings surged.
GammaDX says Australian websites lag on AI agent readiness
Only 12 of 50 sites were fully ready, raising the risk Australian organisations lose sales as AI agents take over online tasks.
Australian retailers prioritise AI for customer growth
Costly customer acquisition is pushing Australian retailers to use AI for better retention and productivity as 2027 growth targets sharpen.
Analyst Insights
Research and market analysis connected to Customer Experience
Zendesk launches outcome AI platform with new pricing
Zendesk launches Outcome AI Platform with unlimited seats
Peak Insight appoints new hires after revenue surge
Cloudinary named Gartner Leader in digital asset management
Meltwater tops Gartner's first PR & media tools ranking
Featured News
Zendesk moves beyond ticket closures with outcome-based AI
The new platform charges only when AI resolves an issue, pushing support teams to measure success by customer outcomes rather than ticket counts.
Twilio evolves from APIs to conversational trust
As AI agents proliferate, Twilio is focusing on trusted, governed communications infrastructure rather than the apps that sit on top of it.
Transform your business with Telstra Adaptive Networks
Businesses facing outages and surging demand can now reroute traffic, scale bandwidth and cut IT admin as Telstra's network adapts in real time.
UST: Businesses must rethink how AI returns are measured
Australian firms risk spending increasing resources on AI pilots that ultimately fail to prove gains in revenue, efficiency or customer service.
UiPath: AI agents force rethink of junior tech roles
Routine junior tasks could soon be handed to AI agents, forcing firms to redeploy early-career staff towards strategic work, UiPath's CEO says.
Voice AI is bringing the phone call back to business
No story details were provided, leaving readers unable to gauge Twilio's latest move or its impact.
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.
Reviews
Expert Columns
Why AI, Trusted Data and Human Judgement Will Define Customer Experience for the Year Ahead
Predictions: Why AI, Customer Context and Measurable Value Will Define Loyalty in 2027
Predictions: Experts Discuss the Future of Loyalty in the age of AI
The Power of Partnerships and Interoperability in Loyalty
Why revenue leaders need a connected commerce chain
AI Investment in Australia and New Zealand Drives Data Focus
The future of iGaming belongs to operators that can scale trust, not transactions
Gen Z in Australia: Why Customer Data Quality Matters
7 Steps to Implement Digital Identity Verification Successfully
AI in Retail is Only as Good as its Data Foundation
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
SAP honours Woolworths & Zespri in ANZ tech awards
Projects from Woolworths and Sigma Healthcare were among awards highlighting faster upgrades, shorter hiring cycles and better returns from digital overhaul.
Fast Simon launches AI model for Shopify discovery
The new system is meant to help Shopify brands lift conversions and basket sizes by automating product ranking around shopper behaviour and stock levels.
Genesys expands AI engineers to speed customer rollouts
By tackling integration and governance hurdles, the new engineering model aims to help enterprises move agentic AI customer service projects into production faster.
Adobe puts CX Enterprise Coworker inside AI assistants
Marketers can now manage campaigns and customer journeys inside ChatGPT, Claude, Gemini and Copilot as Adobe widens its AI reach.
Braid raises USD $38 million to expand embedded connectivity
The cash will fund Braid's international expansion as it races to broaden carrier coverage and compete in a growing embedded connectivity market.
Australian energy retailers turn to AI to cut costs
With household power bills still under strain, retailers are automating routine queries to lower service costs without sacrificing human support.
City of Canada Bay adopts TechnologyOne Plus platform
The deal will help staff find information faster and streamline routine work as councils race to use artificial intelligence in administration.
Jellis Craig expands digital property tools for vendors
Vendors can now track campaign activity in real time as the agency rolls out dashboards, AI buyer matching and digital brochures.
Entersekt boosts 3-D Secure to cut checkout failures
Interrupted authentication journeys are costing merchants sales, with Entersekt saying its latest changes lifted success rates by up to 9 percentage points.
Personal AI agents now contact customer service teams
Six in ten customer organisations are already fielding autonomous bots, forcing service teams to tighten oversight as AI-to-AI requests become routine.
Oracle launches Claw-powered Fusion apps for CX teams
Oracle has added governed AI tools to Fusion Cloud Applications, aiming to help sales and service teams execute more complex tasks with less manual effort.
Polyaire deploys NeonNow to lift contact centre insight
Polyaire has linked its call data with customer records to give its team a single view of why people call.
Australians shun AI customer service for human help
Most Australians still prefer a person to AI support, spending 101 seconds more to reach one than the 63 seconds the bot saves.
Brandtech launches data & AI unit across three firms
The new umbrella will unite more than 500 specialists in 22 countries, as brands seek to make fragmented data usable for artificial intelligence.
Villeroy & Boch deploys Talkdesk to streamline service
The rollout should cut waiting times and transfers by routing enquiries to the right agent faster across Villeroy & Boch's global service teams.
Agoda & Adyen mark decade-long payments partnership
The tie-up has helped the travel platform improve checkout reliability and authorisation rates as its bookings expanded across more markets and currencies.
AI now helps Australians choose brands, study finds
Nearly two in five Australians now use generative AI to help pick brands, and most still want to make the final purchase decision themselves.
Adobe signs AI fan deal with Alpine Formula One Team
The partnership is set to reshape Alpine's digital outreach from 2027, as Adobe tools help target fans through AI search and personalised content.
AI tool sprawl leaves US executives facing orchestration gap
Three in five large US firms say AI tool sprawl has stalled strategy, as 85% of executives report disconnected technology stacks.
Sprinklr brings customer feedback AI tools to Gemini
Gemini Enterprise users can analyse surveys, reviews and social posts without leaving their existing workflows, as Sprinklr expands access to its feedback tools.
Job Moves
Verint names Abhi Sharma as chief product & tech chief
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xAmplify names Tom Scicluna as next chief executive
InDebted names Chris McNamara CEO and Brendan Lee CFO
Zendesk names Rachita Sundar as Chief Financial Officer
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
