People News, Features, and Interviews

People

Booktopia CX chief: Getting to know the customer better

While much of the Australian retail landscape has worked itself into a lather this year thanks to the onshore arrival of Amazon, for one local company, the US-based giant has been a factor in its life since the very beginning.

Digital Marketing

How this property player is tapping employee and customer voice for success

Rockend has been in the property software game for more than 35 years, providing real estate and strata software solutions to agents and strata managers across Australia and New Zealand. But it’s the group’s more recent voice of customer and employee efforts that are paying fresh dividends.

Customer Experience Management

4 things B2B marketers are doing to help drive customer centricity

Creating new roles and cross-functional teams, developing customer narratives, ramping up investments into data science teams and martech – these are just a few of the big steps marketers from Juniper Networks, Dell, Wells Faro and Blackrock say their organisations have taken to become more customer experience oriented.

Customer Experience Management

10 ways Volkswagen’s first chief customer officer is driving a new experience agenda

Jason Bradshaw was ​appointed Volkswagen Group Australia’s first director of customer experience​ 12 months ago, an executive-level role he claims is also a first for Australia’s automotive industry. The remit: Put the customer front and centre across HQ, as well as its dealership network, making customers the first, second and third priority behind every business decision.

Customer Experience Management

Is your Voice of Customer program disruptive enough?

A great Voice of the Customer (VoC) program plays a pivotal role in improving customer experience and creates greater empathy among employees. But what does it take to get it right?