Economic headwinds as well as heightened scrutiny to ensure CX programs deliver business value will have hefty impact on the customer experience management landscape in 2023, several industry thought leaders believe.

When incoming JAX Tyres & Auto CEO, Steve Grossrieder, took the reins in 2017, he soon discovered the company had been quite good at customer service, yet was lacking the consistency of an embedded customer experience platform and approach.

Insurance business, DUAL, tapped video to promote mental health awareness, celebrate events, brief staff and stakeholders and keep its unique internal culture alive during the coronavirus lockdown.

InMoment has launched Experience Intelligence (XI), a new platform that brings together a collection of software and services designed around the concept of owning and improving the key moments in customer and employee journeys.

A focus on safety, adapting products to circumstances and recognising the dotted line between employees and customers were common refrains from Hugo Boss and Post Office UK during this week’s Qualtrics 'Work Different' event.

A new survey has found most Australian organisations plan on giving staff access to leave, paid time off, or the ability to work from home in order to ride out the COVID-19 crisis.

Forrester has released The Forrester New Wave: EX Management Platforms for Large Enterprises, Q1 2020, naming Qualtrics, Confirmit, Medallia, and MaritzCX as leaders in employee experience management (EX) platforms.

La-Z-Boy has been around for nearly 100 years. However, in the 1990s, the recession and various competitors manufacturing overseas hit the company hard and it decided to switch up its marketing to attract more affluent and younger buyers, as well as women.

InMoment is merging with MaritzCX in a deal aiming to create the world’s largest enterprise customer experience technology company.

Lenovo is on a journey to become more customer-led, although its customer experience chief is the first to admit it's not there yet.

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.

When you are dealing with holiday makers who expect exceptional customer service, ‘gut feel’ isn’t going to cut it.

​Customer experience (CX) is being superseded by human experience (HX) and it is those companies who recognise this who will have an advantage.

​When Allianz Retire+ was looking to build and launch a new product, Future Safe, it wanted to shake things up.

Aiming for bigger and better digital experiences could well be a double-edged sword for marketers and in fact lead to poorer experiences for customers, Riverbed's CMO says.

Experience is the new brand, and customer and employee experience are vital for the continued success of any business.

With the death of the old 9-5 working day, and as more Australian companies look to implement innovative and flexible working arrangements to attract and retain the best talent, WeWork is expanding locally, and bringing with it a unique, ‘hands on’ marketing strategy.

While most larger Australian companies are intent on achieving digital transformation for a better customer experience (CX), research commissioned by Microsoft Australia has revealed while 69 per cent of local enterprises say they have an integrated digital transformation strategy, only 28 per cent have a company-wide strategy for sharing data, meaning projects are failing.

The decision to give employees control of marketing its iconic 2018 Christmas campaign on social media has not only driven stronger consumer take-up of in-store services for John Lewis & Partners, it’s also improved employee engagement.

In recognition that employee experience is directly linked to customer experience (CX), Nestlé has implemented Workplace by Facebook to break down barriers and build a more collaborative workplace.

It’s long been known happy employees are more productive and less likely to leave. It is also now becoming increasingly understood employee happiness and engagement play a key role in customer satisfaction.