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How to turn the contact centre grind into rewarding work
  • Contact Centre & Channels
  • May 06, 2025
Not your typical CX Startup: Local Measure’s frontline-first approach
  • Contact Centre & Channels
  • Apr 27, 2025
AI across generations – Insights to shape better service experiences
  • Artificial Intelligence - AI
  • Apr 21, 2025
Why customer focus boosts M & A and organic growth in Australian banking
  • Customer Experience
  • Apr 20, 2025
Australia’s leadership lag –  a call for urgent action
  • Features
  • People
  • Apr 16, 2025

Executive Profiles and Interviews

Alyssa Milton explains Officeworks’ winning click & collect strategy Alyssa Milton explains Officeworks’ winning click & collect strategy
  • CX Awards
  • Executive Profiles
  • Feb 24, 2025
<strong>Only the best CX will do – Interview with Claire Raeburn from Contact Energy</strong> Only the best CX will do – Interview with Claire Raeburn from Contact Energy
  • Customer Experience
  • CX Awards
  • Executive Profiles
  • Jan 21, 2025

Marketing

AI revolutionises marketing and behavioural analytics, but education remains key AI revolutionises marketing and behavioural analytics, but education remains key
  • Artificial Intelligence - AI
  • Customer Insights and Data
  • Marketing & Brand Experience
  • Apr 02, 2025
From first-time to forever – Turning seasonal buyers into loyal fans From first-time to forever – Turning seasonal buyers into loyal fans
  • Customer Experience
  • Loyalty
  • Marketing & Brand Experience
  • Dec 05, 2024

Customer Experience

Why customer focus boosts M & A and organic growth in Australian banking Why customer focus boosts M & A and organic growth in Australian banking
  • Customer Experience
  • Apr 20, 2025
Building meaningful connections: Moving beyond transactional relationships Building meaningful connections: Moving beyond transactional relationships
  • Customer Experience
  • Employee Experience
  • Apr 08, 2025

Digital

AI powered Resolution Platform debuts at Zendesk Relate ’25 AI powered Resolution Platform debuts at Zendesk Relate ’25
  • Artificial Intelligence - AI
  • Contact Centre & Channels
  • Customer Experience
  • Digital Transformation & Technology
  • Mar 31, 2025
Why modernisation needs to become a cost-effective process for Australian and New Zealand banks Why modernisation needs to become a cost-effective process for Australian and New Zealand banks
  • Digital Transformation & Technology
  • Mar 17, 2025

Latest News

Launch of Dialogue AI Assist for Dialogue Cloud Contact Centre

May 1, 2025
AnywhereNow has launched Dialogue AI Assist as part of its Dialogue Cloud Contact Centre. This new offering includes 30 ready-made, out-of-the-box AI assistants, for agents on the Dialogue Cloud contact ...

Is poor data quality sabotaging your CX Projects? 59% of organisations don’t measure data quality

April 28, 2025
In today’s customer-centric landscape, the quality of your Customer Experience (CX) initiatives can be the ultimate differentiator. Organisations are pouring resources into personalisation, predictive analytics, and seamless omnichannel journeys, all ...

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CX Focus Magazine

CX Focus is for executives who need to understand digital disruption and how it’s reshaping the type of relationships brands have with their customers. By providing the latest news, special reports, case studies, blogs, videos, and a host of other content CX Focus is a forum to explore the key issues around customer experience and digital disruption.

Latest Posts

  • How to turn the contact centre grind into rewarding work May 6, 2025
  • Not your typical CX Startup: Local Measure’s frontline-first approach April 27, 2025
  • AI across generations – Insights to shape better service experiences April 21, 2025
  • Why customer focus boosts M & A and organic growth in Australian banking April 20, 2025
  • Australia’s leadership lag –  a call for urgent action April 16, 2025
  • How to empower contact centre agents to drive performance April 15, 2025
  • Building meaningful connections: Moving beyond transactional relationships April 8, 2025
  • Protecting your customers: The evolution of digital fraud prevention April 7, 2025
  • AI revolutionises marketing and behavioural analytics, but education remains key April 2, 2025
  • AI powered Resolution Platform debuts at Zendesk Relate ’25 March 31, 2025
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