Returning to the beautiful Mornington Peninsula in 2025, the CX Retreat is not your standard industry conference. Following the successful launch in 2024, this two-day, two-night event is explicitly designed as a retreat-style networking event for the Victorian CX Community, aiming to elevate discussions and forge truly meaningful connections among the state’s most influential customer …
A recent report from Concentrix, the CX Divide: The Cost of Underinvestment – August 2025, establishes a clear and compelling link between Customer Experience (CX) capability and stronger financial performance, confirming that CX is a growth engine, not a cost centre. Organisations neglecting their CX capabilities are, quite literally, “leaving money on the table.” Dhiraj …
New research highlights a growing gap between the promise of artificial intelligence (AI) in customer experience (CX) and consumer reality, with Australian consumers exhibiting deep skepticism about its application. The fifth annual Qualtrics Consumer Experience Trends report indicates that Australians are among the world’s least trusting consumers regarding corporate use of AI, even as pressure …
In one of the largest deals in the customer experience (CX) software sector, Qualtrics has announced on Monday it has agreed to acquire healthcare market research firm Press Ganey Forsta for a staggering $US 6.75 billion. The deal, which signals a major consolidation in the Voice of the Customer (VoC) space, is widely viewed as …
Customer experience (CX) is often equated with personalisation and speed. Companies strive to collect more and more data to anticipate needs and streamline interactions. But what happens when that pursuit of convenience clashes with the fundamental need for security and safety? For Yarra Valley Water (YVW) this question is at the heart of its CX …
Artificial Intelligence (AI) is fundamentally changing how organisations listen to, understand, and act on customer feedback. Moving beyond the limitations of traditional, structured surveys (like NPS or CSAT scores), modern AI solutions are capable of analysing vast amounts of real-time, unstructured data. To fully grasp the success of AI, organisations must be able to understand …
Recently founded research and advisory firm, Crayon IQ, has released its inaugural “APAC Contact Centre CX Platforms With AI buyer’s Guide.” This report is the first independent, regional analysis to assess and rank 17 major vendors, providing a local perspective on a market often dominated by North American research. According to Audrey William, founder of …
The Australian Customer Experience (CX) job market is currently experiencing solid growth, with strong demand in the financial services, retail, and healthcare sectors. While competition for senior roles is high, there’s a notable need for professionals who can combine strategic thinking with hands-on technical skills and data analysis. CXFocus editor, Mark Atterby talks to Fiona …
Intelligent experiences, powered by AI, are no longer a theoretical concept. They’re a tangible reality that’s transforming how businesses operate and how they connect with customers and employees. I recently spoke with Fabrice Martin about the trends reshaping customer engagement through AI and how Medallia’s roadmap is evolving to meet this trend. Mark Atterby (MA): …
Research shows a clear and concerning disparity. Despite 79% of business leaders claiming to deeply understand their customers, consumer behaviour tells a different story: 58% will walk away from purchases if the experience doesn’t feel relevant. 86% of Australian businesses believe they provide good or excellent customer engagement, only 54% of consumers agree. This chasm …