Solving the challenge of a single customer record that can be harnessed for event-based and personalised marketing, with tools to visualise and analyse the full customer journey, has led Australian tech vendor, Autopilot, to a new platform play and brand overhaul.

Building your organisation’s customer experience (CX) engine is increasingly becoming the prerogative for chief marketing officers. But how you tackle it is a tough ask.

All the latest martech and adtech news this week from SAP, Tru Optik, Lytics, RollWorks, Sendinblue, UPshow, AcuityAds and Tableau

Enterprise, consumer brands remain at the forefront of customer journey orchestration adoption and journey innovation according to a new study.

​Sunsuper was born in the late 80s in an era when the government was moving towards compulsory superannuation for all Australians as a key pillar in supporting their retirement. Superannuation started as a simple idea that people paid forward their retirement on a regular basis for their working life without relying on a government funded pension.

Empowerment of customers has required almost every business to transform, whether they know it or not, and customer journeys need to be ex-examined if true CX transformation is to be achieved.

Augmented intelligence is a ‘game changer’ for marketers in their ability to predict customer journeys and enhance experiences. That’s according to Bluewolf CMO, Corinne Sklar, who is on a mission to de-mystify a current marketing buzzword - customer journey mapping.

Today’s digitally-savvy customer is interacting with brands across so many different channels, from email to social to test - and brands are now faced with the challenge of creating a consistent and personalised customer journey across all these various touchpoints.

Marketing leaders who can demonstrate accurate measurement of the lifetime value of customers and the impact of marketing activities on customer retention are most likely to succeed as influencers and get bigger budgets, a new report found.

In a recent bid to leverage data and boost customer experience, Flight Centre recently partnered with digital consultancy Komosion, and found it overcame significant organisational and marketing hurdles.

Building a great customer experience is about understanding the customer first, then figuring out the digital and technology needed to make things faster, simpler and easier for them, RedBalloon’s head of marketing, Bonnie Thorn, claims.

It’s pretty obvious digital disruption is happening, so what do marketing leaders need to do about it?

Tyre purchasing has traditionally been an offline affair in Australia, but JAX Tyres spotted a valuable opportunity to take its business to the ecommerce space. And over the past 18 months, the retailer has rapidly gained a competitive lead in the industry thanks to its digital edge.

Organisations this year will shift towards actionable change through human-centred design as customer expectations become more ‘liquid’, a recent report claims.

As big data, cloud-based platforms and wearables infiltrate the e-commerce space, the pressure is on retailers to keep focus on what really makes the customer experience simple, seamless and relevant.

It’s the destination every brand wants to reach: Personalised customer engagement. And at Flight Centre, the ticket is booked and the trip well underway thanks to investments in customer journey mapping, marketing resources, content delivery and omni-channel retailing.

There’s no getting around it: Tyres are the ultimate grudge purchase, says Dominic Byrne, chief digital officer (CDO) at tyre wholesaler and retailer, Tyres4U.