CX that clicks. The channels, choices & moments that set brands apart.
Customer expectations are evolving fast. To lead, not just keep up, organisations must go beyond tracking feedback. Today, delivering standout experiences means adapting quickly, connecting emotionally, and creating interactions that customers remember.
Learn more
Real Australian benchmarks. Cross-industry insights. The critical CX moves for 2026 and beyond.
Based on over 4,000 real customer interactions from a nationally representative sample of 2,000 Australians, this report reveals the critical levers that differentiate brands, across channels, journeys, and industries.
We’re committed to your privacy. Act XM uses the information you provide to us to contact you about our relevant content, products, and services. You may unsubscribe from these communications at any time. For more information, check out our Privacy Policy.
Customer expectations are evolving fast.
Most brands are keeping up, but few are standing out.
CX that clicks goes beyond satisfaction scores. Based on a nationally representative study of over 2,000 Australians, this report reveals:
- Customer experience is flatlining, and how to break through
- The moments that matter most
- The real drivers of loyalty, advocacy, and churn
- CX is no longer a differentiator, personalisation is.
- Resolution can win or lose
Backed by real data. Built for CX, digital and service leaders who want to move from good to exceptional.
Industry deep dives across 8 sectors
For each sector, you’ll learn:
- Which journeys impact loyalty, trust, and churn
- Where friction hides—and how to fix it
- Which channels drive connection vs. frustration.
Benchmarks on satisfaction, follow-up, issue resolution and more.
Unlock Act XM's Qualtrics expertise
Qualtrics automations
Drive impactful Customer Experience (CX) with Qualtrics automation. Learn how to streamline workflows, integrate with your systems, and gain real-time insights.
Leveraging CX in Energy & Gas
A strategic focus on CX helps Australian energy and gas companies navigate rising costs, regulatory shifts, and evolving customer needs…
Local Government CX Benchmark Study
Discover how local council interactions reveal key insights to boost citizen satisfaction and enhance digital communication.
Shaping CX in Waste Management
In a highly competitive industry, with customers constantly seeking better service, value, and ease of engagement…
B2B Customer Experience
Transform B2B customer experiences with actionable strategies to drive loyalty, value, and long-term success.
Text Analysis
Unlock customer insights with text analysis to understand sentiment, identify pain points, and make data-driven decisions.
Digital Experiences
Explore strategies for improving digital surveys, measuring experiences, and leveraging digital intercepts for deeper insights.
Mastering CX Metrics
Measure and align CX metrics like Emotion, Effort, and Success to enhance customer care and brand strategy.
Engaging Dashboards
Design dashboards that transform data into actionable insights and drive meaningful stakeholder action.
Survey Design Best Practice
Create impactful surveys with clear wording, smart design, and respondent-friendly experiences to ensure data quality.