Author: Mark Atterby

Genesys explained its vision for the future of AI and CX at their Xperience event in Sydney today. That vision embraces the concept of universal experience orchestration – the ability to coordinate every customer and employ interaction, across the entire organisation and in real-time. Genesys’s roadmap for experience orchestration centres on advancing the Genesys Cloud platform to becoming a platform for Agentic AI-Powered Experience Orchestration, where each customer and employee touchpoint is managed to deliver experiences that are effective, efficient and emotionally intelligent at scale. In the first session of the day, Peter Graf, Senior Vice President, Strategy, highlighted the…

Customer Experience is not just facing a challenge, but an existential crisis, according to Riccardo Pasto, Principal Analyst on the Customer Experience team at Forrester. In a recent interview, Pasto painted a not so rosy picture for the future of CX, predicting a critical divide where only a few elite teams thrive, leaving the majority to struggle with fatigue and budget constraints. I spoke to Riccardo recently, where we took a deep dive into the future of CX, why metric obsession is a death spiral for many CX teams, and why most CX journey maps are about to be thrown…

The traditional contact centre is undergoing a profound transformation. Central to this shift is Voice Artificial Intelligence (AI), which is moving far beyond simple automation to fundamentally reshape how organisations manage both their inbound and outbound call operations. It represents a fusion of different AI technologies to to deliver immediate, intelligent and scalable 27/7 customer support. Andy O’Dower, VP Product Management, Twilio, says, “When I think of the term Voice AI, it truly entails a few different core technologies that are all coming together, and that have all kind of reached a tipping point within the last couple of years”.…

The future of healthcare in Australia promises a patient journey and experience defined by seamless integration, proactive care, and intelligent support, powered by technologies like Artificial Intelligence (AI). This transformation moves away from fragmented, reactive care to a highly coordinated, predictive, and patient-centric model. Dr Amith Shetty, Emergency Physician and Clinical Director in the System Sustainability and Performance division at NSW Ministry of Health, comments, “In the future, a patient’s journey from a GP visit to a hospital stay will be defined by seamless integration, proactive care, and intelligent support, all powered by AI. It starts at the GP clinic,…

The recent acquisition involving Qualtrics and PG Forsta (which had previously acquired InMoment) signals a major consolidation at the top of the Voice of Customer (VoC) and Customer Feedback Management (CFM) market. This move has created a ripple effect, injecting both uncertainty and opportunity into the industry, especially in the ANZ region. According to Melanie Disse, CX Consultant and Tech Advisor, Melanie Disse Consulting, this acquisition will bring shrinking options in terms of vendor choice and short-term uncertainty. “For clients currently on the PG Forsta or InMoment platforms, the immediate future is likely to be a bit of a bumpy…

In the first installment of our CX Predictions 2026 series, I sat down with Laurence Fox from Kapitol Group to discuss how a high-growth, Tier 1 construction firm navigates the tension between maintaining efficiency and the essential human relationship needed to build trust on multi-million dollar projects. Mark Atterby (MA): Hi Laurence, thank you for your time. Please describe your current role, responsibilities, and professional background. Lawrence Fox (LF): I am the Customer Experience Manager at Kapitol Group a Tier 1 construction company based in Melbourne. Despite being only seven years old, we have grown rapidly to achieve a turnover…

The CX Retreat 2025, hosted by Ashton Media, convened top customer experience leaders for two days of deep dives, networking, and candid discussions. While Artificial Intelligence (AI) remained the undeniable hot topic, the overwhelming consensus moved beyond the ‘shiny new tool’ hype toward a grounded, customer-centric approach. Leaders expressed a healthy scepticism about some of the more grandiose AI claims, re-emphasising the fundamental need to first identify and solve a clear customer or business challenge before implementing any AI solution. This focus on foundational strategy over technological novelty paved the way for sharing genuinely exciting, AI-enabled use cases rooted in…

JAX Tyres & Auto is a great example of an Australian organisation pushing the envelope in CX. More importantly, perhaps, they’ve been able to clearly demonstrate the tangible business benefits of investing in CX capability, directly connecting that investment to revenue results. JAX Tyres & Auto is a leading Australian automotive service provider, specialising in tyres, vehicle servicing, wheels, brakes, and suspension. Operating through a network of 95 franchised stores nationwide, JAX has evolved from a tyre and wheel specialist (founded in 1949) and continues to be a leader in tyres and wheels while also offering a full range of…

Earlier in the year Zendesk bought Australian startup Local Measure. Zendesk  has used the acquisition to expand and strengthen its position in the Contact Center as a Service (CCaaS) market, particularly for larger, more complex enterprise environments. While many industry analysts suggest a large segment of the market is still on-premise, Zendesk’s research indicates that the majority of organisations have already moved to the cloud. Also, those remaining on-premise are not adopting first-generation cloud CCaaS solutions. Instead, they are Jumping straight to AI-infused solutions like agentic and AI co-pilots. This is driven by the fact that many legacy CCaaS vendors…

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 2025 unveiled Twilio’s strategy to equip every enterprise with a platform and intelligence required to transition from a traditional organisation into a sophisticated AI-first company. The key message was clear—the next era of customer experience will be defined by the ability to leverage data to…