There’s so much choice available that customers can pick and choose who they buy from and where, when, and how it happens. They want to discover, research, evaluate, and purchase on their preferred channel. Give them that option, and they’re more likely to choose you. That’s the whole point behind the multi-channel approach.
It was while he was looking for a new Web content management system to improve Tourism Australia’s online offering that CIO, David Rumsey, realised a much wider digital transformation was needed.
“Content is what we are all about – telling stories, sharing images and building our ability to craft that content to tell the story of Australia,” he says. “We knew Web content management was therefore going to be important.
“But as we started to expand our thinking, we want to understand how that content would perform, so analytics came into play. We also wanted to schedule content across all our digital channels, so social came into consideration because it’s a massive play for us and for tourism in general. We wanted to bring that deep engagement and reach in those social channels back to our owned platform, Australia.com.”
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