02 February 2026
7 trends you can’t ignore from the 2026 eCommerce Report
Explore online shopping trends from the Australia Post eCommerce Report, plus practical takeaways you can use to drive growth now
Find out what customer experience, or CX, is and why it’s an important opportunity for every business.
Read transcript
Video: The Australia Post logo sits at the top of a red screen. A brunette woman sits under the text, "eCommerce Jargon Busters: CX." She waggles her head, then rolls her eyes upwards.
Audio: Woman: CX is when you're texting at night and you think to yourself, "Do you want to see ex?" or, "Don't you want to see ex?"
Video: The woman reads from a card that has an Australia Post logo on the back. Later, the text she's reading is typed onto a red background.
Audio: Woman: The customer experience, or CX, is all the interactions a customer has with your business, from your website to your store. Every interaction is an opportunity to create a positive experience for the customer.
Video: The woman gestures with her hand and nods.
Audio: Woman: Customer experience is super important, especially for a business like mine.
Video: Before a red background a microphone hovers over a stool. An Australia Post card lies on the stool. Text reads, “eCommerce Jargon Busters. [Jah-gawn bust-uhz] noun + plural noun.”
The Australia Post logo appears just above the stool.
What is customer experience?
Customer experience is all the interactions a customer has with your business.
Every interaction is an opportunity to create an experience that’s positive for the customer.
The customer experience happens throughout the customer journey, from their first contact with your business through to purchase, delivery and becoming a loyal customer.
Customer experience is also known as CX.
Why is customer experience important?
Creating a great customer experience is an opportunity to help customers have a positive experience of your business.This can help them become repeat purchasers, loyal customers and brand advocates.
What makes a good customer service experience?
There are many ways you can create a great customer experience. These include:
- Communication – every time you communicate with your customers is an opportunity to create a great experience
- Give your customers a seamless shopping experience
- Understand what your customers like – and give it to them
- Use a delivery partner who can deliver parcels to your customers reliably
How to improve the customer experience
It’s a good idea to regularly look for ways to improve the customer experience. You can find the gaps between what they want and what you’re doing by listening to customer feedback and analysing each step of the customer journey.
MyPost Business can help with your parcel sending
From automating shipping label creation to booking parcel pickups, MyPost Business is here to help eCommerce businesses save time and money every send.