A Decade of Rising Customer Expectations in Australia, with the Gap to Delivery Still Widening
Melbourne, 12 May 2026: Symbos has released the 10th edition of the State of Customer Experience in Australia, in partnership with Swinburne University’s CXI Research Group. Ten years of consumer research tells a clear story. Australians know what good customer service looks like, they expect more of it every year, and the gap between what […]
A decade of customer experience in Australia – Coming Soon.
For ten years, Symbos has tracked how Australians experience customer service; what matters, what shapes perception, and how expectations continue to evolve. In May, we release the 10th edition of The State of Customer Experience in Australia. This milestone edition brings together a decade of insight, offering a long-term view of how customer expectations have […]
Rethinking What It Means to Be a Partner in a Connected World
In today’s digitally connected world, the definition of progress is shifting. For years, organisations measured success by how quickly they adopted new technologies or how efficiently they reduced costs. While these metrics still matter, they no longer capture the full picture of meaningful transformation. True progress is now defined by connection. It’s about aligning people with purpose, linking operations […]
The future of customer experience in Australia
Why the next decade belongs to augmented humans, intelligent ecosystems and the rise of the rightshore economy As global delivery models evolve, the question is no longer whether work should be onshore or offshore. Both remain essential, but their roles are changing. Traditional outsourcing models were built primarily on scale and labour efficiency, but the […]
The future of human + digital CX
Why CX needs a new formula Customer expectations have never been higher. 73% of consumers say experience is a key factor in purchasing decisions. Customers want speed, convenience, and always-on availability, but they also want to feel valued, heard and understood. Many enterprises struggle to balance these demands, leaning either too heavily on people-driven models […]
The ROI of experience: why CX is a boardroom priority
The ROI of experience: why CX is a boardroom priority
Retail and eCommerce: scaling loyalty in the omnichannel era
How enterprises can turn one-time shoppers into lifelong customers