Customer experience (CX) is the heart of any successful business. In this category, you’ll find insightful articles packed with actionable strategies to transform your customer interactions. Discover how to leverage empathy, personalise your approach, and utilise technology effectively to create a seamless and delightful customer journey. Gain expert advice on building customer loyalty, reducing churn, and turning happy customers into brand advocates.
Unleash the power of exceptional customer service! Dive into articles exploring the latest trends, tips, and strategies to elevate your customer experience and build lasting brand loyalty.
Ultimately, investing in CX is an investment in the future of your business. It’s about building a foundation of trust, creating memorable experiences, and fostering a community of loyal customers who not only return but also champion your brand. By understanding and prioritising the customer experience, businesses can unlock sustainable growth, enhance brand reputation, and cultivate a competitive advantage that sets them apart.
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Are online sales on the up in your business? If the answer is yes, you’re on trend. In 2025, Australians’ long-time love affair with ecommerce shows no sign of easing off. On the contrary. We spent a collective $64.19 billion on online retail in the 12 months to June 2025, according to the latest NAB …
The future of healthcare in Australia promises a patient journey and experience defined by seamless integration, proactive care, and intelligent support, powered by technologies like Artificial Intelligence (AI). This transformation moves away from fragmented, reactive care to a highly coordinated, predictive, and patient-centric model. Dr Amith Shetty, Emergency Physician and Clinical Director in the System …
The recent acquisition involving Qualtrics and PG Forsta (which had previously acquired InMoment) signals a major consolidation at the top of the Voice of Customer (VoC) and Customer Feedback Management (CFM) market. This move has created a ripple effect, injecting both uncertainty and opportunity into the industry, especially in the ANZ region. According to Melanie …
The CX Retreat 2025, hosted by Ashton Media, convened top customer experience leaders for two days of deep dives, networking, and candid discussions. While Artificial Intelligence (AI) remained the undeniable hot topic, the overwhelming consensus moved beyond the ‘shiny new tool’ hype toward a grounded, customer-centric approach. Leaders expressed a healthy scepticism about some of …
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 …