Year: 2025

Since ChatGPT rose to prominence at the end 2022, CX technology vendors have been busy…

The journey toward genuine customer obsession requires more than just good intentions—it demands a robust,…

As we head into 2026, the contact centre is about to take a major leap…

Failing to disclose an AI interaction, particularly one that results in a poor service experience,…

As contact centres become ever-more-essential business assets, the measures used to evaluate their performance need…

It seems a week can’t go by without people losing their marbles over some new…

In an era where consumers are spoiled for choice, and AI agents increasingly act on…

In a recent interview with CXFocus’s Michael Gwilliam, at Ashton Media’s CX Retreat, Siân Howatson,…

AI’s true potential lies in disrupting the Australian market by enabling unique customer experiences, according…

The student experience at Charles Sturt University (CSU), particularly for those studying online, has recently…