CXPA's Guide to CX in Australia and Oceania

It can be overwhelming to find relevant, unbiased CX resources to help move your work forward.

CXPA is here to help.

Our Topic Guides--CXPA members who are Certified Customer Experience Professionals--have curated our most relevant, popular articles, whitepapers, and webinars to bring you the very best information on topics that are critical to your success.

Note that some resources in the links below may be content only available to CXPA members. 

CXPA’s Guide to CX in Australia and Oceania--curated by Rebecca Wilson, CCXP

With customer experience becoming ever more complicated with multiple moving parts, the pandemic has forced companies across the globe to reflect on how these moving parts can be better orchestrated to work more effectively and cohesively together to deliver holistic customer experiences. COVID-19 has been experienced differently, though, in Australia and the Oceania region to North America, the UK, and Europe, where much CX research and thought leadership originates. It’s important then for leaders in Australia to be able to locate resources that are relevant to them. 

Early in 2021, Sprout Strategy, an Australian-based strategy and insights agency, conducted research amongst Australian CX and insights leaders to understand their needs, challenges, and vision for the future. This research identified five roles or skill sets that Australian leaders must have along with what they are focused on for 2022. 

Skills required for CX leaders

  • Storyteller
  • Educator
  • Networker
  • Strategist
  • Change agent

What are you focused on for 2022?

  • A laser focus on providing value in financial terms
  • Speaking in value language, not research metrics
  • Creating space for collaboration and innovation
  • Building a hybrid team

    The CXPA resources listed below provide guidance that can assist in achieving these goals. They don’t necessarily originate from Australia but have been selected for their strong relevance and applicability.

Your Topic Guide

Rebecca Wilson, CCXP

Rebecca is an industry leader on Customer and Employee Experience. As a change catalyst, mentor and customer advocate, she has a strong track record of guiding organisations to create and implement human-centred strategies that drive growth. ​She has worked with Customer Experience leaders and Executive teams in a wide range of industries and geographies across Australia, New Zealand and SE Asia. This experience has given her a unique perspective on the critical connection between the customer, the employee and organisational success.

Rebecca has extensive practical experience in customer strategy development and implementation, and customer experience management tools, including the application of behavioural economics theory. This depth of experience enables genuine empathy, inspiration and the development of practical solutions as she partners with client organisations.


Rebecca Wilson, CCXP, CXPA Member

Have a topic to suggest for a future guide? Drop a note to Gabe Smith, CCXP.