In 2018, Forrester believes 20 per cent of CEOs globally will fail to act on digital transformation and put their firms at risk.
“What will really move the needle?” This is a question that keeps leaders awake at night. And at the intersection of some of their top priorities – finding pockets of growth, redefining the customer experience, and making an emotional impact – lies a latent market: Their diverse customers.
My (amazing) vacation in the Galapagos Islands earlier in the year got me thinking about Charles Darwin and his theory of evolution. What does this have to do with the role of today’s CMO, you ask? Plenty.
The global commodity slump has hit Australia in the last few months. Companies that obsess over these developments might be tempted to cut spending on customer experience (CX) programs. Here's why that's a a terrible idea.
What falls under digital customer experience technology? These are the systems that enable the management and delivery of dynamic, targeted, and consistent content, offers, products, and service interactions across digitally enabled consumer touchpoints.
Digital channels, online social activity, and mobile technology give business buyers unprecedented purchasing power. Just look around your next sales or customer meeting, count the number of smartphones and tablets, and see if you disagree.
We’ve probably all heard some story about over the top customer experience in our day. The problem is that these expectation-exceeding, delightful experiences don’t scale.
Today’s marketers find themselves living in a brave new world where customer understanding and the ability to provide value to customers across an exploding number of engagement channels throughout their buying journey is now the name of the game.
CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...
How have leading CMOs gone about realigning their marketing teams, approach and leadership skills in ...
Let’s face it, transformation is messy. Every business is different, with a set of specific challenges based on a mixture of external (the market, competitors, regulation) and internal factors (technology, people and process investments over time).
Human Centred Design (HCD) has come a long way in the last decade with many forward-thinking organisations now asking for HCD teams on their projects. It’s increasingly seen as essential to unlocking innovation, driving superior customer experiences and reducing delivery risk.
If the FANG (Facebook, Amazon, Netflix, Google) sector and their measured worth are the final argument for the successful 21st Century model, then they are beyond reproach. Fine-tuning masses of algorithms to reduce human touchpoints and deliver wild returns to investors—all with workforces infinitesimally small compared to the giants of the 20th Century—has been proven out.
In this bonus last episode of this new podcast series, BrandHook MD, Pip Stocks, talks with former ANZ group general manager of marketing, Louise Eyres, talks about the importance of thinking like a customer and using intuition to solve customer painpoints.
Hi Jennifer,Fascinating read about design-led companies!If you would like to learn more, our Design Thinking and Innovation programme mig...
Andrea Foster
How to spot a ‘design-led’ versus ‘design-fed’ company
ABC web-site not easy to use/navigate. Even getting this far in sign-on to ABC My Space was problematic - it was asking for my password,...
Vee.
How the ABC used an online community to help build a movement
Thank you for your feedback, Astha! Always appreciated.
Vanessa Skye Mitchell
5 things marketers should know about data privacy in 2020
Hey Vanessa, thanks for providing us the things marketers should know about data privacy. This was really an informative post.
astha sharma
5 things marketers should know about data privacy in 2020
Well, that's good to know that. Any other news you want to share here? I can't wait to see more.
Phil Godfrey
Queensland appoints first chief customer and digital officer