Stories by Vanessa Mitchell

Leadership

Print is not dead: NAB takes out newspaper ads to apologise for outage

NAB has followed the lead of Cambridge Analytica, Facebook, KFC UK and other high-profile brands looking to gain back customer trust and used a full-page print ad to apologise for a weekend server failure that left customers without access to bank accounts for five hours.

Leadership

Kantar: Customer journeys must be redefined

Empowerment of customers has required almost every business to transform, whether they know it or not, and customer journeys need to be ex-examined if true CX transformation is to be achieved.

Leadership

What 14 years at Suncorp taught Mark Reinke about CX

Organisations that don't adjust their business models to deliver shared value, and put product ahead of customers, will not fare well in the future. This is the opinion of Suncorp's Mark Reinke, who is leaving the organisation after 14 years. After almost unheard-of career longevity with a single business, Reinke knows a thing or two about business transformation. And this will place him in great stead as he leaves his current role as advisor to Suncorp’s CEO to pursue his own projects.

Digital Marketing

Sendle launches first-ever brand campaign

​In its latest shot over the bow of Australia Post’s delivery monopoly, Sendle has launched its first-ever brand campaign. The launch comes after Sendle successfully trademarked ‘Post Without The Office’ after Australia Post took them to court.

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State of the CMO 2020

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

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Well done, team at Larsen. Fantastic story of how to continually invest in customer experience.

Adam Frank

A designer jewellery brand's take on customer relations

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Great piece Katja. It will be fascinating to see how the shift in people's perception of value will affect design, products and services ...

Paul Scott

How to design for a speculative future - Customer Design - CMO Australia

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Google collects as much data as it can about you. It would be foolish to believe Google cares about your privacy. I did cut off Google fr...

Phil Davis

ACCC launches fresh legal challenge against Google's consumer data practices for advertising

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“This new logo has been noticed and it replaces a logo no one really knew existed so I’d say it’s abided by the ‘rule’ of brand equity - ...

Lawrence

Brand Australia misses the mark

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IMHO a logo that needs to be explained really doesn't achieve it's purpose.I admit coming to the debate a little late, but has anyone els...

JV_at_lAttitude_in_Cairns

Brand Australia misses the mark

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Blog Posts

Why marketing technology utilisation is taking on new urgency

Disparate data sources, fragmented technology and a lack of funding has left many brands struggling in the battle for online customer attention amid a global pandemic. Now more than ever, brands need to focus on unlocking the value of their marketing technology.

Suzanne Croxford

Marketing technology partner, Wunderman Thompson Australia

How to design for a speculative future

For a while now, I have been following a fabulous design strategy and research colleague, Tatiana Toutikian, a speculative designer. This is someone specialising in calling out near future phenomena, what the various aspects of our future will be, and how the design we create will support it.

Katja Forbes

Managing director of Designit, Australia and New Zealand

The obvious reason Covidsafe failed to get majority takeup

Online identity is a hot topic as more consumers are waking up to how their data is being used. So what does the marketing industry need to do to avoid a complete loss of public trust, in instances such as the COVID-19 tracing app?

Dan Richardson

Head of data, Verizon Media

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