Why customer experience (CX) is the catalyst for business transformation
At its core, Customer Experience (CX) encompasses every interaction a customer has with your company. Driving significant business transformation and achieving strategic growth relies on effective CX, which is cultivated through well-designed customer journeys, insightful measurement, and consistent innovation. A positive CX fosters customer loyalty and provides crucial key insights that inform your business strategy and strategic planning, leading to a deeper understanding of your audiences and unlocking valuable opportunities for sustained business success.
CX that clicks: What’s really driving experience in 2025
What it takes to stand out when “satisfaction” is no longer enough.
Based on 4,000+ customer interactions from a nationally representative sample of 2,000 Australians, this exclusive report uncovers what truly sets leading brands apart, across channels, industries, and critical moments.
Inside, you’ll discover:
- Benchmarks across 8 key sectors: Banking • Government • Healthcare • Insurance • Retail • Telco • Travel • Utilities
- The friction points that cause churn, and the moments that build trust
- Why personalisation is the new loyalty driver
- Which journeys and channels make or break CX outcomes
- Where your industry stands, and where you should focus next.
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Building exceptional experiences with our framework for success
At Act XM, we deliver a holistic approach to Experience Management, leveraging our proven services framework to guide your journey. This framework empowers your organisation to make better decisions, prioritise efforts, and showcase the value of your customer experience programs while utilising the best of Qualtrics and Zendesk solutions.
Advisory services
Expert program design services and tools to establish and embed a customer-centric culture within your organisation.
Comprehensive system configuration, seamless integrations, and dedicated training and support to maximise your investment.
Experienced consultants, seamlessly integrated into your teams to take the lead in driving your program towards actionable outcomes.
Seasoned researchers to define your business problem and deliver impactful insights and actionable strategies that create tangible value.
Your partner in
experience management excellence
Act XM is a leading partner in experience management, based in Sydney, Australia, helping hundreds of businesses like yours craft and implement impactful strategies. We bring a proven track record in delivering end-to-end projects across customer experience (CX), employee experience (EX), and Brand Research, ensuring measurable results that boost customer retention, customer satisfaction, and customer loyalty. Whether you need to optimise your customer journeys, improve your CX management, inspire your employees or understand your Brand better, Act XM provides the expertise and tools to elevate every aspect of your experience management efforts and drive meaningful business transformation.
Customer Experience
Transform customer interactions with connected, personalised experiences at every touchpoint. We help you define your CX strategy to drive loyalty, retention, and satisfaction by delivering seamless journeys that resonate with your customers.
Employee Experience
Empower your teams and build leadership excellence with tailored strategies that improve engagement, productivity, and organisational culture. Happy employees lead to exceptional customer outcomes.
Brand Experience
Boost brand visibility and loyalty with engaging, personalised experiences that captivate your audience, drive conversions, and reduce operational costs. Build a brand that truly connects.
Digital Experience
Seamlessly connect with your audience across digital platforms. From websites to apps, we create engaging, user-friendly interactions that fuel your digital growth and elevate your online presence.
Full service agency and strategic partner of Qualtrics and Zendesk
As the exclusive Platinum Services Partner for Qualtrics in ANZ and SEA, Act XM leads the industry in supporting clients implement Qualtrics into their organisation. With a proven track record of hundreds of successful implementations, continuous team training and accreditation, and a commitment to staying ahead of emerging AI advancements, Act XM is the natural choice for your organisation when it comes to Qualtrics software advice, Qualtrics survey design, right through to Qualtrics support.
Our partnership with Zendesk further enhances our ability to deliver a truly holistic approach to Experience Management. By leveraging our expertise in XM strategy and integrating Zendesk’s powerful customer service solutions, we empower businesses to create seamless, engaging experiences across every touchpoint.
Committed to your data security
Our ISO 27001 certification guarantees the highest level of protection for your sensitive information and demonstrates our unwavering commitment to data and information security. This certification ensures that we adhere to rigorous standards, fostering trust and confidence in our services.
Driving results for leading Australian brands
We partner with top organisations to enhance customer focus, foster innovation, and build effective strategies. Our human-centred approach ensures exceptional customer and employee experiences, transforming journeys and driving meaningful results.
Customer stories
Leasexpress
Read how Leasexpress’ automated feedback program at critical customer lifecycle stages led to strategic business decisions.
Australian Dental Council
See how the Australian Dental Council transformed its monitoring process with automation and real-time insights.
Compass Group
Discover how Compass’ automated follow-ups, reduced response times to under 72 hours, and achieved an 85% contact rate.
Sydney Catholic Schools
Learn how Sydney Catholic Schools streamlined data collection and enhanced experiences for students and their staff.
Vision Australia
Learn how Vision Australia enhanced CX by focusing on specific customer journey touchpoints for deeper insights.
Oxfam Australia
See how Oxfam boosted supporter satisfaction and loyalty while minimising effort with a formal program.
SYC Australia
Explore SYC’s evidence-based ‘Readiness Assessment’ that identifies apprentice challenges and delivers tailored solutions.
Allergy & Anaphylaxis Australia
Discover how clearer dashboards helped Allergy & Anaphylaxis Australia improve program integration and clinical outcomes.
Our team
Our people are researchers, data analysts, technology architects and design experts.
350 +
XM Program
implementations
1000 +
CX, EX and BX
engagements
100%
Satisfied
Customers
100%
Data insights
confidence