An omnichannel approach to customer experience, rather than a multi-channel one that simply provides extra channel choice, is key to Beyond Bank’s ongoing CX proposition.

By participating in CMO's State of CX leadership 2022 research program, you have the opportunity to win a $300 VISA credit voucher.

Too many people are still getting their customer experience technology transformations wrong because they fail to invest in the people capability around it.

Focusing closely on a defined use case, stringent alignment to design principles and a commitment to learning through customer feedback are a few ways Australian brands are balancing chatbots and human empathy in digital interactions.

All the latest martech and adtech news from AWS, The Trade Desk, Acoustic, Delacon, Quantcast, InMoment, Klaviyo, Conversica and Veridooh.

The way brands treat their customer data is a direct reflection of how they’re treating customers today, IDC’s research director, Gerry Murray, says.

All the latest martech, adtech and customer tech news from InMoment, Adobe, Databricks, SnapLogic, Neustar, Shopify, Verint and ARInsights.

Cotton On has selected Lexer’s homegrown customer data platform (CDP) to power its customer experience and personalisation ambitions locally and regionally.

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.

Helping members at scale by co-creating its way to a new kind of digital experience is one step Hesta’s experience team has taken to help the wider organisation lift customer satisfaction.

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.

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.

It’s the power of marketing and service together that will help brands grow moments into lifelong customer relationships, Salesforce’s executive VP of industries and cloud marketing, Lynne Zaledonis, believes.

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.

Adobe’s recent 2022 Digital Trends Report across Asia-Pacific paints a clear picture of digital’s significance today and into the future on CX. It found A/NZ businesses in particular are set to outstrip other global regions in customer experience investment in 2022 in response to the pandemic-induced surge in new digital consumers and online behaviours. Challenges in coping with these changes remain, however.

The ascent of the digitally savvy consumer has accordingly given rise to the fully digital brand. But in an era where experience trumps almost everything else, sometimes even the most sophisticated digital solutions fall short of what a customer actually needs.

Three in four businesses that improved data quality in 2021 were able to exceed business objectives, a new survey has found.

It was when strong year-on-year growth rate levels started to slow that alarm bells began ringing for the team at Aussie Home Loans.