Measurement & Analytics
When the pandemic upended the travel business, Flight Centre took it as a sign to move on long-held plans to overhaul its Voice of Customer program
People
CMO is delighted to confirm we’re holding our first-ever special virtual event exploring key findings from our State of CX Leadership survey 2022.
Strategy
It’s the brilliant basics TAB’s inaugural chief customer officer, Jenni Barnett, is counting on to deliver growth as she brings a unifying focus to CX across the wagering and media organisation.
Strategy
The human paradox is an interesting phenomenon brands need to consider when developing their CX and marketing strategies, according to Accenture Song global lead for customer, sales and service, Dr Edwin Van der Ouderaa.
All the latest martech, adtech and customer technology news from Google, SmartCommerce, Basketful, Appier, Woopra, AB Tasy, Epoq, Storyblok, DoubleVerify, Qualtrics and Klaus.
Strategy
Verint CMO, Celia Fleischaker, believes it’s high time for marketing and the contact centre to become better acquainted.
Measurement & Analytics
When it came to lifting the capability of its contact centres, Gucci turned to its design teams to create an environment for is staff that captured the essence of the brand.
Strategy
The customer experience team at Newcastle Permanent Building Society were confident replacing adhoc different systems across its contact centre and digital channels with a single, integrated platform would lead to efficiencies and cost reductions. What they didn’t know initially was how it could innovate their omnichannel and team approach.
Strategy
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.
Strategy
Too many people are still getting their customer experience technology transformations wrong because they fail to invest in the people capability around it.
Strategy
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.
Measurement & Analytics
All the latest martech and adtech news from Cordial, Amobee, Oracle, Microsoft, Alida, Infobip, InfoSum and Annex Cloud.
Strategy
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.
Strategy
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.
Strategy
Care, delight and range are the three propositions driving Winning Group’s latest online retail offering, Andoo, its chief marketing officer says.
Strategy
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.
Strategy
Adopting marketing technologies often goes hand-in-hand with a desire to automate communications and customer engagement. But for the team at Australian ticketing platform provider, Humanitix, seamless integration of CRM into every step of its operating model has delivered capability to provide a human touch at scale.
Strategy
Emma McRobert had been in the US looking for a new messaging platform for the Optus customer care website when she learned about an idea that would revamp the company’s entire contact centre model.
People
More than one in five customer experience (CX) leaders are facing a disconnect between KPIs and metrics with marketing counterparts, hampering alignment and consistency across an organisation’s customer approach.
Measurement & Analytics
A Net Promoter Score of +74 and 30 per cent year-on-year growth are just some of ways BizCover’s transformative investment into personalised and increasingly automated customer service and marketing has delivered.
As our customers exhibit growing desire to be recognised for their preferences and passion points, ...
In the third and final episode of our 3-part CMO50 video series exploring modern marketing and why it’s become a matter of trust, we’re delighted to be joined by Telstra’s former CMO and now digital services and sales executive, Jeremy Nicholas, and Adobe VP Marketing Asia-Pacific and Japan, Duncan Egan.
Flash back to the classic film, Willy Wonka and the Chocolate Factory. Television-obsessed Mike insists on becoming the first person to be ‘sent by Wonkavision’, dematerialising on one end, pixel by pixel, and materialising in another space. His cinematic dreams are realised thanks to rash decisions as he is shrunken down to fit the digital universe, followed by a trip to the taffy puller to return to normal size.
Why is it there is no shortage of leadership development materials, yet outstanding leadership is so rare? Despite having access to so many leadership principles, tools, systems and processes, why is it so hard to develop and improve as a leader?
As a nation united by sport, brands are beginning to learn money alone won’t talk without aligned values and action. If recent events with major leagues and their players have shown us anything, it’s the next generation of athletes are standing by what they believe in – and they won’t let their values be superseded by money.
