The Twilio SIGNAL 2025 customer and partner conference recently concluded in Sydney at the prestigious Doltone House, serving as a showcase for the future of digital engagement. This year’s event focused relentlessly on the transformative intersection of AI, contextual data, and communications, positioning Twilio as a strategic partner for businesses navigating the technological frontier. SIGNAL …
Is reducing overheads and outgoings one of your aims for the upcoming year? For many Australian businesses, the answer is yes. Faced with challenging economic conditions, enterprises are searching for savings to help them maintain profitability and, indeed, stay afloat. This year has seen a spike in insolvencies, with rising costs, weak growth in demand …
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 …
Sydney-headquartered customer experience and digital transformation company, Customer Science, has announced the appointment of Chris Borg as the company’s inaugural Partner Manager. Based in Sydney, Borg will be responsible for extending the company’s partner program in alignment with its strategy for growth and bolstering mutually successful relationships between Customer Science and its broad ecosystem of …
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 …
Looking ahead to 2026, it is clear that this will be a transformational year for contact centers. We have already reached a pivotal moment where AI has shifted from isolated pilot programs to widespread adoption. According to Gartner, 85% of customer experience leaders are now implementing customer-facing GenAI solutions, unlocking benefits such as continuous 24/7 …
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 …
For decades, customer contact centres have served as a frontline of corporate engagement, handling everything from basic enquiries to complex complaints. Traditionally, agents have relied on carefully constructed scripts to guide conversations, ensuring that each interaction adheres to company standards and ideally results in a satisfactory outcome. However, as artificial intelligence (AI) takes on a …
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 …