Kellie Hackney, ANZ Regional Vice President for Zendesk, identifies ‘contextual Intelligence’ as the dominant trend poised to disrupt both Australian and international markets, projecting that it will set a new CX standard by 2026. This paradigm moves beyond static systems, focusing instead on the real-time infusion of AI, data, and human insight to create experiences …
Genesys explained its vision for the future of AI and CX at their Xperience event in Sydney today. That vision embraces the concept of universal experience orchestration – the ability to coordinate every customer and employ interaction, across the entire organisation and in real-time. Genesys’s roadmap for experience orchestration centres on advancing the Genesys Cloud …
Customer Experience is not just facing a challenge, but an existential crisis, according to Riccardo Pasto, Principal Analyst on the Customer Experience team at Forrester. In a recent interview, Pasto painted a not so rosy picture for the future of CX, predicting a critical divide where only a few elite teams thrive, leaving the majority …
The traditional contact centre is undergoing a profound transformation. Central to this shift is Voice Artificial Intelligence (AI), which is moving far beyond simple automation to fundamentally reshape how organisations manage both their inbound and outbound call operations. It represents a fusion of different AI technologies to to deliver immediate, intelligent and scalable 27/7 customer …
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 …
Dannielle Pearson, Head of Customer Strategy & Insights at Concentrix, recently shared her perspective on the shifting landscape of customer experience (CX) and Artificial Intelligence (AI) at Ashton Media’s CX Retreat. She spoke to CXFocus’s Michael Gwillian about the enduring need for human skills like emotional intelligence and critical thinking. She also stressed that CX …
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 …
Contact centre agents play an essential role in ensuring the smooth operation of your organisation. Maintaining their motivation, productivity, and satisfaction is fundamental to the success of any contact centre. This article examines how recent technological advancements can support agents and enhance both their workplace environment and job satisfaction. Challenges facing contact centre agents Contact …
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 …
As the e-commerce market continues to grow around the world, providing a satisfying digital experience for customers has never been more important. With the market estimated to be worth more than $98 trillion by 2032[1], those businesses that deliver user-friendly, seamless experiences will be best placed to capitalise on this demand. Those that fail to …