Aussie Broadband goes live on Forsta’s HX Platform to accelerate CX program impact and insights-led growth
- Aussie Broadband launches Forsta’s HX Platform to scale its Voice of Customer program and strengthen insight‑led decision‑making across the business.
- AI‑powered Text Analytics transform customer feedback into faster, targeted insights, delivered via executive summaries, actionable recommendations and role‑based dashboards.
- The program will enable Aussie Broadband to demonstrate CX impact and ROI, support its customer‑first, transparency‑led strategy and drive continuous improvement as the business grows.
[SYDNEY, MAY 14, 2026] – Forsta, a Press Ganey company, today announced that Aussie Broadband, Australia’s most trusted broadband and telecommunications provider, has successfully launched on the HX Platform, strengthening its ability to capture, analyse and act on customer feedback at scale.
As Aussie Broadband continues its rapid growth and commitment to transparent, customer-first service, the organisation sought a modern, flexible experience measurement platform that would empower its Voice of Customer (VoC) team, support strong data governance and deliver actionable insight across the business. Forsta’s HX Platform was selected for its advanced AI capabilities, intuitive self-service and ability to support both operational and strategic decision-making.
A key focus for Aussie Broadband’s next phase is leveraging Forsta’a AI-powered Text Analytics, to efficiently unlock insight from large volumes of customer verbatim feedback. As a result, critical insights will be delivered faster and in formats tailored to different stakeholders, including executive summaries, actionable recommendations, and role‑based dashboards, significantly reducing manual effort across teams. This capability will play a critical role in demonstrating the impact of the new platform, improving insight velocity and enabling deeper understanding of customer needs and pain points.
“Launching our new experience measurement program on the HX Platform was a significant moment for our team,” said Nicole Crabtree, Efficiency & Performance Manager at Aussie Broadband. “We needed a platform that was modern, flexible, and powerful enough to grow with us. The HX Platform gives us confidence in our data, enables our team to be more self‑sufficient and sets us up to clearly demonstrate the value of customer insight to our leaders and stakeholders.”
The launch marks a major milestone for Aussie Broadband’s customer experience program, following a carefully managed transition and implementation that prioritised change management, internal readiness and stakeholder confidence.
“Aussie Broadband has a clear vision for how customer insight should drive better experiences and smarter decisions,” said David Blakers, Managing Director, APAC at Forsta. “We’re proud to support them with the HX Platform as they scale their VoC program, embed strong data governance, and leverage AI to activate insight across the organisation faster. Their focus on targeted distribution of customer insights across the organisation and faster action is exactly where leading CX programs are heading.”
With the HX Platform now live, Aussie Broadband is well positioned to use real-time insights, advanced AI capabilities and structured action management to continue delivering on its customer-first promise in a competitive Australian telecommunications market.
About Forsta
Forsta powers the HX (Human Experience) Platform—a suite of comprehensive experience and research solutions technology platform that break down the silos between Customer Experience (CX), Employee Experience (EX), Brand Experience (BX), and Market Research—so that companies can get a deeper, more complete understanding of the experiences of their audiences. Forsta’s technology, combined with its team of expert consultants, helps thousands of organizations across a variety of industries, including financial services, hospitality, market research, professional services, retail, and technology. Forsta is recognized by Gartner® as a Leader in the 2026 Gartner® Magic Quadrant™ for Voice of the Customer (VoC) Platforms, marking four consecutive times. Forsta is a Press Ganey company.
Media Contact
Vittorio Baiocchi – vittorio.baiocchi@pressganey.com