No technology is going to save marketers who don’t build up a human workforce that’s skilled, diverse, creative or aligned enough to support their customer outcomes, Adobe’s experience marketing lead says.
CX is not the same as customer service, nor is it another name for user experience, CRM, technology or digital transformation, according to Gartner VP distinguished analyst, Don Scheibenreif.
Former Nine chief marketing and digital officer, Alex Parsons, has returned to CarAdvice as its new CEO.
TAL’s head of CRM, Mike Nixon, is the first to admit the group’s marketers got a little too excited when they deployed their shiny new campaign management platform. It’s been a hefty lesson that’s pervaded every aspect of process, approach and strategy since.
Qantas will offer more than 1 million extra rewards seats, a new lifetime qualification and tiered Points Club for non-flying spenders as part of a $25 million investment into its Frequent Flyer loyalty program.
The CMO team is delighted to announce nominations for the 2019 edition of the CMO50, Australia’s list of most innovative and effective marketers, are now open!
All the latest martech, customer tech and adtech news from Optimizely, Zendesk, Adobe, Bold360, Acquia, Adform, Genesy, M-Files, AnyVision and Meltwater.
MetLife Australia says its decision to create a chief customer and marketing role is about elevating the role and cultural approach within the business.
Cricket Australia’s decision to appoint HCL Technologies as its new digital technology partner is about providing a more engaging experience bringing fans, communities, supporters and staff even closer to the game, its technology chief says.
AGL has confirmed former longstanding Australia Post executive, Christine Courbett, as its new chief customer officer.
It was the unsexy digital and back-end challenges of rebranding UBET to TAB, rather than the tranche of customer-facing programs, which proved the bigger deal for the wagering company’s marketing team.
The top customer experience-focused organisations globally are the ones who recognise they’re the problem, can act boldly, and are even willing to reduce their product lines to make things easier for customers.
Customer analytics is ultimately an exercise in asking the right questions and successful change management, Gartner senior analyst, Melissa Davis, claims. And to get there, you’re better off giving up on a 360-degree of your customers and instead, building a minimal viable customer data view to inform your approach.
Marketing leadership tenure is still shortening, and Australian CMOs are continuing to feel boardroom and executive pressure as many struggle to quantitatively prove their impact, according to our latest State of the CMO research findings.
Marketers can expect to see Campaign Monitor complete another meaningful acquisition by the end of the year as parent company, CM Group, looks to accelerate growth across its family of martech offerings.
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