Digital disruption, and the rise of the connected consumer through social networks and mobility, has made relevant and seamless customer experience the key to competitive advantage and sustainable growth.
The push to transform customer experiences through data-driven digital capability is empowering CMOs and giving the marketing function an increasingly important role to play in digital transformation, Microsoft’s Australian CMO and COO claims.
The team behind the Cronulla Sharks is extending its application of marketing automation from membership to commercial and merchandise divisions as it aims to improve engagement across every touchpoint.
Legacies are the weak point of organisations today because they’re ripe for disruption internally and externally, Wunderman Bienalto CEO, Hurol Inan, claims.
Digital transformation is ultimately a cultural challenge that requires marketing and IT functions to unite and disrupt the status quo in order to create customer-led innovation.
Macquarie Banking and Financial Services Group chief digital officer, Luis Uguina, considers himself the “chief trouble making officer” of the c-suite. His ultimate responsibility, he says, is to challenge old ways of working and foster a culture that embraces customer experience in its core vision, agility as its mantra, and failure as a step towards success.
Mention the Royal Agricultural Society (RAS) to a resident of NSW and they will most likely tell you about livestock, dagwood dogs and showbags. But if Cale Maxwell and his team prove successful, that association will soon include fine food, wine and beer.
IT and marketing teams that aren’t working cohesively together in the face of rapid digital change will struggle to keep up with consumer expectations, the Royal Automobile Association of South Australia (RAA)’s IT leader claims.
During the 2016 financial year, Perpetual’s marketing team delivered a business-changing infrastructure project: A responsive website on a new content management system hosted in the cloud.
It’s been a huge couple of years for Save the Children’s director of marketing and fundraising, Nicole Brasz.
With 11 years travelling the world for BP, five years at Pacific Brands and three years so far as CMO at the Sydney Opera House, Anna Reid is the first to admit she likes to make a meaningful difference to whatever brand she becomes custodian of.
Winning the hearts and minds of customers needs to be at the core of business strategy. And it is the role of the CMO to represent the voice of the customer and drive customer-first thinking, according to Australian Catholic University’s former marketing leader, Andrea Turley.
Since joining ME as CMO, Rebecca James has instituted a restructure of personnel and departments across the business to put customer experience at the heart of everything the banking group does. This work brought together marketing, product design, digital sales channels and customer insights under the CMO for the first time, giving her the scope she needed to start truly changing the way the business operates.
The Interactive Advertising Bureau (IAB) Australia has brought on News Digital Networks Australia’s MD as its new chair.
A new geospatial platform is helping Waverley Council create a growing stream of interactive digital services for its constituents, improving citizen engagement as well as internal efficiencies.
Deakin University has launched what it claims is a category defining website redesign, one of a number of proof points aimed at demonstrating the educational institution’s role in driving digital innovation.
Marketers from a wealth of industries joined CMO and roundtable sponsor, Progress, to discuss how they're working to improve their omni-channel customer experience strategies and the role of digital in delivery and value. Here are pictorial highlights from the event.
Providing customers with a digital experience that’s as personalised and intuitive as that from Netflix or Spotify isn’t just about digital smarts and consumer insights for Macquarie Bank, it’s also about embracing agile ways of working.
A chief digital officer and data are going to be the keys to helping the City of Sydney get out of the rut of rubber-stamping paperwork and addressing community needs more effectively and innovatively.
Medibank’s number one priority must be to prioritise customers’ needs and outcomes if it’s to restore brand trust and halt member attrition, its CEO says.
AMP’s chief has emphasised the financial services group’s ongoing quest to realign its operational model and employee rewards around customer experience and needs during the group’s half-yearly results announcement.