CX News and Insights

We are well into 2026, and the market signal is clear. Growth is harder to find, customers are under pressure, and patience for poor experiences is low. Switching is easier, comparison is instant, and the gap between what brands promise and what customers experience is getting less forgivable.   I am lucky to work with great people and strong brands across different industries. The products and channels vary, and the operating models vary even more. Customers have different n

When we asked CX leaders to name their biggest CX challenge in a single word, the answers came quickly: Conversion. Change. Time. Technology…  Different leaders. Different industries. But the challenges were consistent. The same pressures surfacing repeatedly.  It’s a reminder that CX challenges are shared, and that solutions must start with clarity - clarity of culture, of customer need, and of commercial focus.  Because real solutions must start with the root cause - not th

If trust is the currency of CX, transparency is the mint.  When you’re using AI in customer journeys - whether it’s a voice agent, chat, or recommendations - customers want to know what’s happening and why.  Trust isn’t something you bolt on at the end. It’s a design choice you make from the first workshop. What transparency means in AI CX: Declare when customers are talking to AI Explain how data is used and protected Make escalation to a human easy Why it matters? Increases

The rise of AI voice agents is undeniable - and Australia and New Zealand aren’t just watching from the sidelines. Globally, 67% of organisations now consider voice AI core to their business strategy, while 84% plan to increase their budgets over the next 12 months. In Aotearoa, 82% of businesses are already using AI in some form, with most reporting major productivity gains.  But alongside this momentum comes the responsibility to get it right: how do we balance innovation w

If you’re not measuring trust, you’re guessing.  AI in CX can boost efficiency - but if it chips away at trust, you’ll feel it in churn, complaints, and lost advocacy. The smart move? Track trust as seriously as you track conversion. Signals to watch: NPS or CSAT changes after AI rollout Escalation rates to human agents Drop-off or abandonment rates Going deeper: Be transparent - tell customers whether they're interacting with a human or AI assistant. Gather agent sentiment o

We are delighted to welcome Helen Whitehead to the Advisory Board of CXO2. Helen is a strategic and innovation leader with more than 25 years’ experience designing and delivering transformative programs across financial services, education, social services, and community sectors. Her career has been dedicated to creating scalable, inclusive solutions that improve access and outcomes for underserved communities, always grounded in equity, evidence, and impact. Helen has work

Last week, we asked a simple question: “If you were CEO for a day, what would you do?”  The responses were about the everyday fundamentals that shape customer and employee experience.  At our roundtable discussion on ‘Falling in ❤️ with the problem', we heard from almost 80 CX leaders from frontline to C-suite about what matters most.  Leaders spoke about walking alongside the frontline, cutting through silos and red tape, and shifting focus from sales-driven KPIs to customer

During our Interactive Discussion Group (IDG) session, “Falling in ❤ with the problem, before you start solving for it”, at  Customer Contact Week Australia and New Zealand  last week, we asked around 80 CX leaders: “What are the three challenges your team is currently facing from the CXO2 Flywheel?”  The answers were clear:  Manual processes (1 in 4 leaders cited this as one of their top 3!)  Limited time to coach Access to funding  Handoffs & transfers  Complaints and more

Great first day at CCWinter with the  CXO2  team, Sara Elmstrom ,  Dale Clifford  and  David Vincent  meeting lots of great humans and unpacking what CX leaders are dealing with right now. This morning, we heard from attendees that the most overhyped technology right now is AI. It’s an interesting contrast to our interactive discussion group with leaders from a a broad cross section of industries and sectors - energy, not for profit, banking, mutuals, education, insurance and

We are thrilled to welcome  Karyn Baylis AM  to the  CXO2  Advisory Board.  Karyn is an accomplished leader with an impressive background that boasts leadership roles at Optus, Insurance Australia Group, Qantas, and a remarkable twelve-year tenure as CEO of Jawun, where she advanced Indigenous entrepreneurship and community partnerships. Karyn’s expertise extends to her current board positions in both financial and not-for-profit sectors. In 2015, Karyn was awarded The Austra

As Customer Experience Practitioners, we spend a lot of time reviewing - you guessed it - customer reviews. Benchmarking and understand...

I recently read a quote that truly resonated:    “ If you look after your staff, they will look after your customers. It's that simple.”...

An effective loyalty strategy is a critical component in any brand’s customer experience (CX) and retention strategy. However, a loyalty...

Recently we wrote about how Big Tech is influencing customer experiences on a global scale. At the same time, we're also seeing a trend...

Recently we wrote about how Big Tech is influencing customer experiences  and ultimately how this is driving a shift in customer...

Big tech has changed customer expectations on a global scale, and most other businesses can’t keep up.  In 2016, Uber resolved my...

When teams understand the customer deeply, their work doesn’t just meet metrics — it creates value that resonates. 

Over the past two articles in the "CEO for a Day" series, we've explored how people and culture serve as the foundation of business...

In today's competitive market, the link between customer experience (CX) and commercial success is undeniable; yet 'customer experience'...

Returning to Australia after a whirlwind week at InsureTech Connect (ITC) in the US, our team has been reflecting on the incredible...