Author: Mark Atterby

For an organisation that connects millions of Australians every day, the shift toward artificial intelligence is about amplifying the human element. At the centre of this transformation is Michelle Francis, General Manager of Customer Success at Australia Post. Managing an ecosystem that serves millions of senders and receivers, Michelle’s mission is clear – modernise the customer experience while maintaining the trust and empathy that Australians expect from the brand. In this interview, Michelle pulls back the curtain on how Australia Post is navigating the “AI Paradox.” From reducing tech-stress among frontline staff to designing AI in ways that strengthen human…

Last week, the vineyards of the Hunter Valley served as the backdrop for the 13th annual Customer 360 Symposium. Bringing together over 150 of the region’s most influential CX and customer insights leaders. If you missed the morning mists and the deep-dive sessions, here is the essential roundup of what shaped the conversations this year. Top priorities for AI CX investment While 2025 was the year of the chatbot, 2026 is officially the year of the AI Agent. Discussions at the Symposium shifted toward AI that doesn’t just answer questions but orchestrates complex journeys. The focus is moving from simple…

The digital customer journey, traditionally viewed as a linear progression from awareness to purchase, has evolved into a dynamic, ‘always-on’ ecosystem. Every digital touchpoint—from a social media scroll to a voice-activated search—serves as a data signal that informs a brand’s understanding of a consumer. On their journey, customers often jump between discovery and deep research in seconds, expecting a seamless transition across devices and platforms. This shift has placed a premium on journey orchestration, where the goal is no longer just to push a user to the next stage, but to provide immediate, contextual value at whichever point they choose…

In the traditional world of Business Process Outsourcing (BPO), the industry was long defined by ‘bums on seats’ and labour arbitrage. Success was measured by how many calls you could churn through and how cheaply you could do it. But for CDM Direct, a specialist operating in high-stakes sectors like automotive, Aged Care, and the NDIS, that legacy model is no longer fit for purpose. According to Kris Ram, CEO of CDM Direct, the industry is hitting a critical inflection point where the boundary of service is defined by the difference between transactional logic and emotional complexity. He says, “In…

In an industry traditionally seen as a laggard in digital adoption, Kennards Hire is proving that a ‘bricks-and-mortar’ foundation is no barrier to cutting-edge customer experience. Leading this charge is Nathan Borg, Head of Digital and Customer Experience. With a career spanning 15 years within the business, Nathan brings a unique perspective on how to blend physical reliability with digital innovation. In this interview, CXFocus Editor, Mark Atterby, sits down with Nathan to discuss the ‘make your job easy’ philosophy, the reality of managing a 220+ branch network in 2026. Mark Atterby (MA): To kick things off, could you give…

In the financial services industry, customer obsession is a term often used but rarely mastered. For Annmaree Bell, Zurich’s Chief Customer Officer, it isn’t a corporate buzzword—it’s a philosophy rooted in two decades of leading transformation and a deep-seated passion for the art of storytelling. Since joining Zurich in 2010, Annmaree has championed major organisational shifts, always anchoring technology and strategy in the human experience. In this interview, she discusses the power of listening. Mark Atterby (MA): Could you please share a brief overview of your professional background and walk me through your current responsibilities at Zurich? Annmaree Bell (AB):…

As digital agents gain the ability to access bank accounts, manage supply chains, and interact with customers, guardrails need to be put in place to ensure safety, compliance, and ethical alignment. Agentic AI focuses on the ability to complete a goal with minimal human intervention. While productive, unconstrained agents pose significant risks, including unpredictable behaviour, security vulnerabilities, and hallucinated actions. Dr Mike Banbrook, CEO of Convai, comments, “AI should have the autonomy to decide how to ask a question – adapting to a customer’s tone or context – but it should never have autonomy over the answer it provides. Whether…

In the competitive world of Quick Service Restaurants (QSR), the ‘secret sauce’ isn’t always in the kitchen. For El Jannah, the iconic Australian charcoal chicken chain, it’s increasingly found in the cloud. Since launching its AI pilot in September 2025, El Jannah has transformed how it interacts with its community. By integrating Salesforce Agentforce into WhatsApp, the brand has moved beyond simple automated replies to a sophisticated, autonomous service model that handles the heavy lifting of digital enquiries. The digital overhaul  Working with Xenai Digital, El Jannah integrated WhatsApp directly into its Salesforce Service Cloud environment. This wasn’t just about…

The intersection of human empathy and machine intelligence is where the future of banking is being written. For Jessica Dawson, NAB’s Head of AI Enablement, this journey started when she worked in a contact centre while she was studying. From managing NPS programs to leading AI strategy at one of Australia’s ‘Big Four’, her career reflects the very nature of the industry – collecting and analysing data to create deeply human experiences. In a recent sit-down, Jessica shared how National Australia Bank (NAB) is moving beyond the hype of generative AI to build an enterprise-wide engine of productivity, innovation and…

In 2026, AI-powered CX will represent a fundamental shift toward agentic systems—intelligent entities capable of reasoning, maintaining long-term memory, and executing complex workflows autonomously. For businesses across Singapore, Australia, Japan, and beyond, the priority has moved from merely automating interactions to orchestrating outcomes that drive measurable loyalty and revenue. Major regional players, such as Singapore’s DBS Bank, have demonstrated that AI can generate over S$1 billion in annual economic value. By reducing average handle times by up to 60% and leveraging hyper-personalisation to drive revenue, AI has transformed from a cost-centre into a primary growth lever. The most significant shift…