Stories by Nadia Cameron

Amazon’s launch in Australia has significantly boosted online shopping behaviour across the wider local retail landscape, generating more sales across a wider array of local ecommerce and brand websites. But not everyone is benefitting and those in the mid-share, mid-market space stand to lose the most from the US giant’s arrival on our shore long term.

Today’s brands are too uptight and need to ‘unbrand’ if they’re to have a hope of meeting dynamic and changing consumer expectations, a leading Gartner analyst says.

​Front-end collaboration with cross-functional partners, closing the feedback data loop and hiring people who want to be customer-led are the keys to successful customer service evolution.

Shiseido is building a global customer data platform, investing in omni-channel marketing automation and driving real-time engagement capability as part of a major transformation program aimed at providing more relevant experiences to customers.

Salesforce has debuted fresh Google integrations along with machine learning-powered capabilities across its Marketing, Service and Commerce Clouds as part of efforts to improve the way brands build connected customer experiences through its platforms.

CMO is very excited to officially open submissions for the 2018 edition of our CMO50 program.

Leading Australian loyalty membership program, flybuys, has no shortage of data on its millions of members. So when the team started looking for ways to create customer surprise and delight to kick off the 2018 year, it latched onto the idea of turning these vast stores into hyper-personalised content customers could not only engage in, but also learn something about themselves.

Marketing, IT and product leaders are going so far as swapping talent between their functions as digital transformation reshapes the way organisations approach both technology procurement and customer engagement.

SAP is dropping the ‘Hybris’ name and repositioning its portfolio of marketing, ecommerce, service and customer data cloud platforms under SAP C/4Hana as part of efforts to capture the end-to-end customer experience management market.

Stronger commercial accountability, data and technology savviness, and the ability to better influence the company culture are significant changes CMOs have experienced in their roles over the last five years. And they’re striving to be braver and take more risks as a result.

​Open Universities Australia (OUA) has chalked up its first student enrolment growth in 15 quarters and slashed the time it takes to on-board learning providers following a business transformation and overhaul of its technology ecosystem.

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.

The onus is on marketers to better understand technology at their disposal because it is technology providing the ability to interact with customers in new ways, Salesforce’s CMO for Asia-Pacific, Michael Peachey, says.

Nestle USA’s highly entrepreneurial director of marketing, Daniela Simpson, and Woolworths Australia’s director of marketing, Andrew Hicks, have both joined the line-up of speakers for this year’s CMO Momentum conference.

Hyundai Motor Company Australia has accelerated its way from ninth to second position in the ranks of Australian automotive companies for service after overhauling its customer experience approach.