Strategy News, Features, and Interviews

Strategy

CES: 3 trends driving the 2021 consumer engagement playbook

As the new year dawns, marketers need an updated playbook to connect with consumers is the new and changing landscape. In this CES panel, three marketing chiefs share their advice and predictions on making sense of the new normal.

Strategy

CMO’s top 20 stories for 2020

Pivoting marketing and customer efforts to cope with the COVID-19 pandemic clearly took centre stage this year, as this year’s CMO list of most read stories in 2020 shows.

Digital Marketing

Predictions: 10 Customer experience trends for 2021

​In 2021, brands will need to go further than ever with CX to attract and retain customers and incentivise loyalty. Coming to grips with the newly digital consumer while also finding purpose and empathy to connect with those consumers looking for authentic brands are just some of the challenges. Finding the tools to bridge offline and online will create new challenges, while rising demands for privacy willneed to be balance against the benefits of personalisation.

Strategy

10 unusual examples of brand partnerships in 2020

​One of the interesting things to come out of this year’s unprecedented market conditions was a rethink around external partnerships and collaborations by local and global brands. Here, we highlight a few of the more unusual, unlikely pairings we saw during 2020 and why they were explored by the brands engaging in them.

Strategy

One CMO’s three-step path to CX excellence

Building your organisation’s customer experience (CX) engine is increasingly becoming the prerogative for chief marketing officers. But how you tackle it is a tough ask.

Strategy

How JAX Tyres & Auto employees became CX believers

When incoming JAX Tyres & Auto CEO, Steve Grossrieder, took the reins in 2017, he soon discovered the company had been quite good at customer service, yet was lacking the consistency of an embedded customer experience platform and approach.

Measurement & Analytics

How ANZ is building an insights edge

Wanting to address the problem of customer feedback in silos, ANZ has extended its Qualtrics integration to better utilise valuable customer feedback and feed it directly into developing new propositions around banking products or services.

Strategy

Why Plexure is eyeing the Australian supermarket wars

Mobile engagement platform, Plexure, which was recently named in Gartner’s Magic Quadrant for mobile marketing platforms, is eyeing an Australian ASX listing and a move into the competitive supermarket space.

Strategy

How Casey Cardinia Library tapped its CX tech in lockdown

The humble local library, once the domain for school kids and older people checking out a few books, has been transformed into a digital destination, where a customer focus has given rise to improved services and a raft of new digital tools. At least that’s the experience with Casey Cardinia Library, one of Victoria’s largest public library networks.

Strategy

Forrester SiriusDecisions debut planning assumptions to help CMOs plan in 2021

Planning, embracing change and transforming familiar approaches will be critical to success for B2B leaders, according to Forrester's SiriusDecisions research team​. And leaders across the revenue engine will need to accelerate the shift toward digitisation, buyer-centricity and customer obsession.

Strategy

Report: 10 digital commerce trends here to stay

Contactless payments, 2D and 3D visualisations allowing consumers to better experience products they want to order, B2B consumerisation and live and experience-led commerce are here to stay post-COVID crisis, a new report claims.