Most brand leaders know that if you want to deliver a message with authenticity, employees are your best advocates. So when it came to finding a way to better connect with the hard-to-reach broker audience, IAG turned to its own staff as an amplification channel.

Blooms the Chemist former CMO and now COO, Pamela Bishop, never thought to use the phrase “kindness in business” two years ago. Fast forward to today and not only is it part of her vocabulary, it provides the foundation of her leadership and ESG approach.

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

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.

A picture of the difficulties faced by many CMOs was painted by Gartner’s team in the opening keynote to the analyst firm’s Marketing Symposium in September.

Proving the value of brand-led engagement to the bottom line is firmly in the sights of Michael Hill’s chief marketing officer following investment into a new brand and employee management platform.

The bushfires that devastated so many communities across Australia in 2019/2020 resulted in an outpouring of help for those affected by the nature disaster.

Transforming the employee experience aids communication, improves transparency and boosts engagement and this, in turn, drives improvements in customer experience. That's the message from Facebook's Transform Sydney event held this week, where the social media giant put its employee experience (EX) tool, Workplace, on show.

Organisations are fast shifting from the ‘pioneering’ phase of testing artificial intelligence (AI) applications into implementation as a way of digitally transforming their businesses, IPsoft’s chief commercial officer, Jonathan Crane, believes.

Singapore’s Scoot Airlines has seen its customer satisfaction ratings improve and is now rolling out an employee experience management component off the back of significant strides in its customer experience approach.

Few airlines are lauded for their levels of customer service. Fewer still have customers who tattoo the airline’s logo onto their bodies.

Employee engagement tops the list of major concerns when delivering CX improvement projects, according to a new Gartner survey.

The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their culture in order to find sustainable improvement.

In a significant departure from the clichéd infrastructure company in hard hats and high-vis vests, John Holland has completely overhauled its brand for the first time in 69 years.

Adobe’s CIO, Cynthia Stoddard, is so committed to ensuring employee experiences are as personalised and strong as customer experiences, she’s dedicated one of her team leaders to the task and launched a program to make it happen.

As head of marketing during one of the biggest tech mergers in the history of IT, Dell EMC’s Helen Dean has had a pretty big and intense year. And while it wasn’t exactly a walk in the park, she describes it as a surprisingly smooth transition thanks to a strategic approach to communication and culture.

Being a more customer-led business doesn’t just require a greater understanding and empathy towards your customers, not is going to purely be delivered in the channels and devices you’re interacting with them in.

Rockend has been in the property software game for more than 35 years, providing real estate and strata software solutions to agents and strata managers across Australia and New Zealand. But it’s the group’s more recent voice of customer and employee efforts that are paying fresh dividends.

Village Cinemas’ marketing chief says a 10 per cent increase in its Net Promoter Score is the result of significant investment and cross-divisional support for its voice of customer program.

Making employee experience as important as customer experience, and linking data to both marketing intelligence and consumer emotion are crucial steps brands must get better at to deliver great customer experiences.

Adobe’s workforce has changed by as much as 30 per cent in the past 5-6 years as it builds the agility, capability and diverse thinking it needs for rapid innovation and growth.