People News, Features, and Interviews

​Front-end collaboration with cross-functional partners, closing the feedback data loop and hiring people who want to be customer-led are the keys to successful customer service evolution.

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

The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their culture in order to find sustainable improvement.

It’s long been known happy employees are more productive and less likely to leave. It is also now becoming increasingly understood employee happiness and engagement play a key role in customer satisfaction.

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.

Macquarie Bank’s decision to merge client experience (CX) with employee experience (EX) into one function has proven a landmark move that’s accelerated the bank’s customers capabilities and bolstered internal engagement.

There’s a joke in the English town of Norwich that everyone either works in a church, in a pub, or in the insurance industry. Luckily for the customers of IAG, Julie Batch’s family worked in insurance, and instilled in her a set of values she has carried through to her current role as chief customer officer.

The AANA has hatched, for the first time, an advertising sentiment index (ASI) that will regularly measure the Australian community’s perception of advertising issues and content on an ongoing basis at an industry level.

Tourism Australia is promoting Australia to the US traveller market as part of its ‘An Australian Adventure’ campaign and using Expedia’s technology platform in order to amplify awareness. It comes on the back of the success of the Dundee Super Bowl commercial and ad campaign.

​Citi’s global head of customer experience, Tanya Smith, has an easy way to tell whether something meets the great experience test or not: You feel better after interacting.

There’s no doubt leading organisations have recognised customer experience is vital to future-proofing a business. But CX doesn’t all happen at the customer service end of the buying cycle. Increasingly, organisations are realising to offer great CX, a customer-driven culture must be behind every aspect of interaction.

UBank’s CMO says the launch of RoboBrain, a hyper-personalised cognitive assistant, is dramatically improving customer response times and a massive leap forward in the bank’s AI journey.

Digital disruption, customer-led change, martech adoption and being customer obsessed were just a few key topics in the spotlight during a panel session at the CMO-CIO-ADMA Executive Connections event in Sydney.

Visitors arriving into Auckland’s International Airport are getting a very hands-on experience with virtual assistants after the airport launched what it claims is the first ‘digital’ biosecurity officer worldwide.

Moving into the future, the key differentiator for brands will be customer experience. This is the view of ME Bank’s new chief experience office (CXO), Ingrid Purcell, who was appointed to the new role late last year.

Being a more customer-led business doesn’t just require a greater understanding and empathy towards your customers, not is going to purely be delivered in the channels and devices you’re interacting with them in.

Property platform, Brickx, is hiring industry experts to clinch key customer and product roles and beefing up its marketing strategy in a bid to further disrupt the property investment market in Australia.

Israeli drinks company SodaStream is beefing up its video presence and social media play in the wake of successful influencer marketing campaigns including ‘Join a Revolution’ featuring ‘The Mountain’ from the Game of Thrones.

Ruthless prioritisation, collaboration and embedding process are top of the list for Weploy's first sales and marketing chief, who takes up the reins this month.

Former OMD Melbourne managing director, Steve Sinha, has been appointed chief operating officer of the ​Australian Alliance for Data Leadership​, (AADL), a network of associations including ADMA, IAPA, DGA and Digital + Technology Collective

For Shelley McDowell, director of customer experience at CBRE, some days the customer is the building owner or landlord. On others it is the building’s tenant organisation. Then there are the people who actually work in buildings.