People News, Features, and Interviews

Strategy

How Hesta used co-creation to help members

Helping members at scale by co-creating its way to a new kind of digital experience is one step Hesta’s experience team has taken to help the wider organisation lift customer satisfaction.

Strategy

Great Southern Bank's customer chief: Scoring rebrand impact

A doubling of market share across first-home buyers, portfolio growth 1.8 times system growth and a slew of younger customers are some of the hefty commercial wins Great Southern Bank has chalked up following a transformational rebrand.

Strategy

How CX leaders can broaden their scope of impact

It’s time for customer experience leaders to open the aperture and think more broadly about the ways they can impact, align with and accelerate key business initiatives, says Forrester’s CX executive partner and senior analyst, Su Doyle.

Strategy

Why this customer chief is picking up the phone

The ascent of the digitally savvy consumer has accordingly given rise to the fully digital brand. But in an era where experience trumps almost everything else, sometimes even the most sophisticated digital solutions fall short of what a customer actually needs.

Strategy

12 CX predictions for 2022

As we usher in 2022, CMO asked the industry to share their top predictions around customer experience capability and culture, from the tech innovations driving its advancement, through to communication trends, measurement and the very human elements required in every CX approach.

Strategy

​Fight Gear Direct’s three Rs of brand rejuvenation

Like many existing brands, Fight Gear Direct had reached a certain level that required shifting the focus from growing sales to sustaining sales. Yet a lack of focus in innovation across product categories or marketing and no real desire to continue growing an audience was holding it back.

People

New AI tool looks to tackle communication skills gap

Lengthy lockdowns have left many of us feeling our social communication skills may have atrophied. But social communication has always been a difficult task for some, especially those coming from non-English speaking backgrounds. Now one entrepreneur has found a way to use the digitalisation of human interaction to create an AI-powered tool that’s helping people improve their verbal and non-verbal communication skills.