AI-powered service operations, along with more personalised marketing and digital journeys thanks to an omnichannel customer view, are the latest milestones achieved by True Alliance as it progresses its digital transformation journey ambitions.

Customer experience transformation is not just about the customer, it’s about how your employees come together cross-functionality and with agility to solve customer problems, says NRMA’s Tina Morell.

Adopting Net Promoter Score (NPS) is just one of the steps REA Group is taking as it works to build out a CX strategy across the organisation.

Push notifications and building out nuanced journeys and segments and getting a full picture of global customer are now in the sights of Australian fashion brand, Dissh, after taking the plunge and purchasing a new martech platform.

It’s time for customer experience leaders to open the aperture and think more broadly about the ways they can impact, align with and accelerate key business initiatives, says Forrester’s CX executive partner and senior analyst, Su Doyle.

Data-driven loyalty offers tailored to a segment of one and across multiple brands and regions is one step closer to reality for Seagrass Boutique Hospitality Group after embarking on a major data and customer loyalty program transformation.

Diversity and inclusion is one of the biggest cultural challenges organisations are grappling with in 2022. But it’s not necessarily the topic you’d expect a fintech scale-up to be actively trying to cement a position on when it’s still in its brand infancy.

As CX professionals know all too well, it takes years to gain maturity and consistency of customer experience across an organisation. But as Australia emerges from the shadows of the pandemic, it’s clear investments into CX transformation are paying dividends.

Ernst and Young has purchased Australian customer transformation consultancy, Black Dot, as part of plans to strengthen its CX credentials in several countries.

Expanding loyalty program partnerships, introducing a new environmental-oriented flying tier and providing more easily accessible seats and redeemable rewards have helped Qantas’ loyalty program retain earnings and member growth in the face the ongoing pandemic.

A 17 per cent lift in active loyalty members, increase in unaided brand awareness, higher Net Promoter Score and significant omnichannel take-up are among the highlights touted by Baby Bunting in its half-year report.

Transparency, proactivity and setting clear expectations with customers are the best things brands can do right to try and counter a potential rise in negative online customer reviews, several industry thought leaders advise.

​More than six in 10 brands with customer loyalty programs claim these offerings have kept customers engaged during Covid-19, with higher tier members recording 30 per cent higher purchase frequency.

The pandemic may have been a time of digital acceleration, but it’s brought with it the tools and tenacity to enable brands to find more human connections with customers and employees. That is at least is the view of marketing and digital leaders from McDonalds, General Motors, Target US, Instacart and Salesforce, who participated in a panel discussion at the Consumer Electronics Show.

A digital gifting platform has given Aussie startup, Luca Plus, a nifty tool to not only cut through the clutter and reach customers that can inform its product roadmap, but also reward employees.

As we usher in 2022, CMO asked the industry to share their top predictions around customer experience capability and culture, from the tech innovations driving its advancement, through to communication trends, measurement and the very human elements required in every CX approach.

Shifting from product availability to perfect order metrics is just one of the ways Coles has improved its customer emphasis internally and as a consequence of rapid digitisation during the pandemic.

Debuting a physical De’Longhi experience centre is the latest step by the coffee machine manufacturer to deliver better customer experiences around the art of at-home coffee making, says its marketing director.

As one of Australia’s oldest theatrical institutions, Theatre Royal Sydney might sometimes take its cues from theatre houses of New York and London, staging shows like Alanis Morissette’s Jagged Little Pill. But audiences could be surprised to learn this also extends to how it manages customer relations.

Cultural relevance and appealing to a broader array of casual gamers are in the sights of EA Games with this year’s new and improved FIFA Ultimate Team (FUT) United global squad-building competition.

Recent years have witnessed a proliferation of points-based loyalty programs and spend-and-save offers as marketers have sought to create more regular engagements with customers. But for Barbeques Galore, where the average purchase cycle for a new barbeque is seven to eight years, establishing more regular engagement with customers has been a challenging proposition.