Stories by Jennifer O'Brien

GoGet Carshare has teamed up with Amazon Alexa to enable carshare users with an Alexa-enabled device to book a vehicle by voice. It’s a move GoGet claims is an Australian-first for the car share industry.

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

Good Shepherd is using the power of data analytics to help Australian consumers alleviate themselves from poverty.

Customer experience stalwart and marketing veteran, Mark Reinke, is joining the advisory board of PwC’s growing CMO Advisory Practice.

The trust deficit continues to grow between companies and consumers - and to succeed companies must measure and capitalise on their trust assets, according to PwC Australia's entertainment and media industry leader, Megan Brownlow.

Lenovo’s Nick Reynolds is exiting the regional CMO role after five years and taking on the global head of marketing for digital, web and social. Bhaskar Choudhuri is stepping into the regional CMO role, responsible for elevating Lenovo’s brand across the region.

Denmark-based Danske Bank Group is using a ‘one-tribe’ approach to push its data analytics strategy in order to improve operations and enhance customer experiences.

National Australia Bank is working to deliver personalisation in the moment, rather than after the fact, in order to create great customer experiences, its general manager of consumer marketing and customer strategy says.

Australian specialty baby goods retailer, Baby Bunting, is transforming its online retail environment, moving beyond the traditional shopping cart and instead providing what it says are engaging customer experiences.

Compelling customer experiences require “a constant stream” of customer feedback, Slack’s global vice-president of marketing, Kelly Watkins, says. It's sound advice and not overly complicated, but often, it’s difficult for companies to achieve.

Customer retention and customer engagement are two key aims of AIA Australia’s Vitality program rewarding a consumer’s healthy lifestyle, according to digital CRM manager, Nathan Cole.

Successful companies recognise innovation requires a culture of diversity and inclusion. Not only that, many brands understand the importance and impact of both practices on the overall customer experience they're delivering.

Artificial intelligence (AI) will mediate with brands on behalf of consumers, and people will form personal relationships with AI.

Alibaba Group is powering ahead with a range of AI research and initiatives in a bid to realise its vision: To make it easy to do business everywhere and anywhere.

Artificial intelligence (AI) is here to stay. And while brands are in varying stages of maturity with AI projects and strategies, there’s one common principle: The nascent technology needs to meet customer expectations in a simple and useful manner.