A Brand for social justice
In 2020, brands did something they’d never done before: They spoke up about race.
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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Should your business go back to the future?
In times of uncertainty, people gravitate towards the familiar. How can businesses capitalise on this to overcome the recessionary conditions brought on by COVID? Craig Flanders explains.
22 Dec / Written by Craig Flanders -
Ensuring post-crisis success
The COVID-19 pandemic has exposed brands’ CX shortcomings and a lack of customer understanding. Given ongoing disruption, customer needs, wants and expectations are continually changing, also causing customers to behave in different ways. Just look at hoarding toilet paper, staple and canned food, medicinal and cleaning products.
29 Sep / Written by Riccardo Pasto -
What 15 years of emotional intelligence told us about youth media audiences
Taking people on an emotional journey through content is the most critical part of being a publisher. Which is why emotion lies at the heart of VICE Media.
23 Oct / Written by Stephanie Winkler -
Why you can’t afford to fail at CX in 2019
In 1976 Apple launched. The business would go on to change the game, setting the bar for customer experience (CX). Seamless customer experience and intuitive designs gave customers exactly what they wanted, making other service experiences pale in comparison.
14 Feb / Written by Damian Kernahan -
Customer journeys: The new differentiation battlefield
Improving customer experience is rapidly moving from a feel-good initiative to an urgent business priority, as many organisations realise they are under attack from their competitors to provide the optimal experience to customers.
12 Jul / Written by Damian Kernahan -
How to create a compelling customer experience vision
Organisations are seeking new ways to engage customers, drive new sales and increase customer satisfaction by providing engaging customer experiences. A customer experience initiative that lacks a strong, clear vision often fails to achieve its intended result.
7 Jun / Written by Olive Huang -
Against Net Promoter: A new way of interpreting the customer data deluge
One thing that frustrates marketers is the sloppy use of digital research.
15 Apr / Written by Jason Juma-Ross -
Who are your actual promoters?
I hear a lot of talk today about customer centricity, engagement and voice of the customer. But I sometimes wonder if we are really listening.
19 Dec / Written by Jason Juma-Ross
Bloggers
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Olive Huang
Olive Huang is a research director at Gartner. She is part of the CRM software research team and focuses on customer service and support, contact centres, CRM vendors and service providers, as well as CRM strategy and best practices in Asia-Pacific.
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State of the CMO 2019
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Latest Videos
Conversations over a cuppa with CMO: Microsoft's Pip Arthur
In this latest episode of our conversations over a cuppa with CMO, we catch up with the delightful Pip Arthur, Microsoft Australia's chief marketing officer and communications director, to talk about thinking differently, delivering on B2B connection in the crisis, brand purpose and marketing transformation.
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Blog Posts
Determining our Humanity
‘Business as unusual’ is a term my organisation has adopted to describe the professional aftermath of COVID-19 and the rest of the tragic events this year. Social distancing, perspex screens at counters and masks in all manner of situations have introduced us to a world we were never familiar with. But, as we keep being reminded, this is the new normal. This is the world we created. Yet we also have the opportunity to create something else.
Should your business go back to the future?
In times of uncertainty, people gravitate towards the familiar. How can businesses capitalise on this to overcome the recessionary conditions brought on by COVID? Craig Flanders explains.
Great content and well explained. Everything you need to know about Digital Design, this article has got you covered. You may also check ...
Ryota Miyagi
Why the art of human-centred design has become a vital CX tool
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Cecille Pabon
Report: Covid effect sees digital events on the rise long-term
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Sanwataram
Predictions: 14 digital marketing predictions for 2021
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OmiljeniRadio RadioStanice Uzi
Google+ and Blogger cozy up with new comment system
Awesome and well written article. The examples and elements are good and valuable for all brand identity designs. Speaking of awesome, ch...
Ryota Miyagi
Why customer trust is more vital to brand survival than it's ever been