CXFocus Magazine

2 2 people viewed this event. Your customers and employees don’t want transactions, they want to feel seen, understood, and valued. In a world where AI is commoditising every touchpoint, the brands that win are the ones that connect. Qualtrics brings you Ken Hughes, world’s leading consumer behaviouralist and The King of CX, alongside Vicky Katsabaris, Director of Experience Management Strategy, and Sally Winston, Global Leader, XM Strategy from Qualtrics.

Zoom Communications has announced the appointment of Carlos Quaderi as Head of Asia Pacific (APAC), effective 1 August 2026, underscoring the company’s continued investment in APAC as a strategic growth region. His appointment comes as organisations across APAC look beyond standalone productivity tools to AI-powered systems that reduce complexity, connect workflows, and help teams move more quickly from conversations to completion.

Software updates are one of the most valuable customer experience moments that brands keep overlooking. Every update is an opportunity to build or lose trust, but many organisations never test the experience that keeps customers coming back. For digital businesses, updates are one of the few interactions that happen repeatedly throughout the customer relationship. Unlike …

Join NiCE in Auckland on 13 August for a day of exploring the future of AI-powered customer experience (CX). Designed for leaders in customer service, contact centres, digital transformation, and operations, the event brings together industry experts and customer organisations to share ideas and practical experiences. Hear the latest on NiCE’s product roadmap.

If there’s one thing I’ve learned over the years, it’s that customer expectations rarely stand still. The last couple of years have been telling. People have grown used to real-time visibility across almost every area of their digital lives. From tracking parcels in real-time, monitoring ride arrivals to the minute, to receiving instant confirmations for everything from food deliveries to bank transfers. Australian Consumers now …

If there’s one thing I’ve learned over the years, it’s that customer expectations rarely stand still. The last couple of years have been telling. People have grown used to real-time visibility across almost every area of their digital lives. From tracking parcels in real-time, monitoring ride arrivals to the minute, to receiving instant confirmations for everything from food deliveries to bank transfers.

Data from YouGov’s latest report, ‘How AI is changing online discovery in 2026’, shows that over a third (36%) of Australian internet users now begin at least one new search per day using an AI assistant, indicating that AI has firmly entered the mainstream search experience.

If AI is truly so pervasive in the modern workplace, why did only 17% of all Go-To-Market (GTM) jobs advertised over the past 90 days list AI as a required skill? According to Ricky Pearl, co-founder of Pointer Strategy, it is because businesses are still in the experimentation phase rather than fully embedding the technology into their core operations.

Contrary to the narrative that enterprises remain constrained by initial pilot phases, research by Sinch indicates that 63% of Australian enterprises have transitioned AI customer communications agents into production. However, these organisations are encountering systemic post-deployment challenges.

Genesys has acquired Pinkfish for an undisclosed amount. The acquisition integrates Model Context Protocol (MCP)-based tools and workflow automation into Genesys Cloud™ AI. This integration is designed to connect customer interactions with governed actions across enterprise systems to facilitate autonomous customer experiences.