Stories by Rosalyn Page

The pandemic has accelerated the shift to online shopping, and with it has come innovative ways retailers and brands are connecting with consumers. Livestreaming is one of the growing new ways consumers can shop in real time while watching live videos.

Differentiated and personalised support is table stakes for companies, according to Slack VP of customer service, Ali Rayl, speaking at this week’s slack frontiers event. And some of the best examples of this kind of customer service are unique - not just to an industry or a business, but unique to the company its mission, vision and goals.

All the latest martech, customer and adtech news from Salesforce, Taboola, Oracle, Klaviyo, Salesforce, SugarCRM, Twilio, GRIN, ADA and Styra

Nick Baker, former Triptech CEO, is set to take the reins of Reflections Holiday Parks from July, with a remit to continue to advance the holiday parks as a leading provider of home-grown caravan and camping experiences.

During the height of the Covid pandemic last year, some 87 per cent of consumers tended to remain with brands they knew, according to the 9th annual Australian customer loyalty and loyalty program research study, For Love or Money 2021.

All the latest martech, customer and adtech news from Qlik, Dun & Bradstreet, Microsoft, Mapp, Demandbase, Zynga, Databook and Pecan.ai

There’s a disconnect between the priorities of CX teams and C-Suites, said Forrester senior analyst and CX executive partner, Su Doyle, speaking at this week’s CX APAC 2021 event. “I believe it's high time we brought the two disciplines of CX and growth strategies together,” Doyle said.

The latest Forrester Wave has evaluated customer feedback management platforms and services and nominated the 12 most significant ones - Alida, Cisco Webex XM, Clarabridge, Concentrix, Confirmit, InMoment, Medallia, NICE, Qualtrics, Reputation, SMG and Verint. This report shows how each provider measures up and helps customer experience (CX) and insights professionals select the right one to match their needs.

Fintech and neo-lender, Wisr, opted for a brand redesign around the tagline, ‘For your smart part’ to emphasise its proposition of helping Australians improve their financial wellness.

In 2020, negativity led to lower conversions across a range of industries including ecommerce, fitness and nutrition, and home improvement, according to the Unbounce 2021 Conversion Benchmark Report.

​QMS Media CMO, Sara Lappage, has been promoted to chief operating officer-customer at the outdoor media business.

All the latest martech, customer and adtech news from Sitecore, Litmus, Quadient, Verint, 4D, ResultsCX, vFairs and Act-On Software

Online marketplace, Gumtree, has released a new ad platform combining first-party data, predictive purchasing technology, new native products and content innovations to enable brands to engage with customers.

Carbar, by its own admission, is a brand with a complex proposition. “We have a complicated story to tell, and to tell it, we needed to nail our proposition, build a category, establish a new audience and educate them on our service,” Carbar CMO, Kieron Wogan said.

Several local media outlets have reached agreements this week to share news across social media digital platforms.