Strategy News, Features, and Interviews

Are customer experience leaders truly connecting the dots between the business outcomes their organisations are looking to accomplish through CX improvements and investment, and the customer outcomes they’re prioritising?

Online dealership, Carma, is working to craft an alternative to buying used cars, placing the customer experience above all else while providing convenience and transparency throughout the process.

Economic headwinds as well as heightened scrutiny to ensure CX programs deliver business value will have hefty impact on the customer experience management landscape in 2023, several industry thought leaders believe.

CMO and our stellar line-up of speakers will delve into the State of CX Leadership on 21 February 2023.

Being able to personalise engagement on the fly to suit audience diversity and drive visitation frequency is in the sights of TGV Cinemas after deploying a customer data platform.

Challenging the position of super funds on providing value and championing the power of choice are key prongs in the brand transformation strategy of Colonial First State’s new customer experience chief, Josh Grace.

It’s the brilliant basics TAB’s inaugural chief customer officer, Jenni Barnett, is counting on to deliver growth as she brings a unifying focus to CX across the wagering and media organisation.

The human paradox is an interesting phenomenon brands need to consider when developing their CX and marketing strategies, according to Accenture Song global lead for customer, sales and service, Dr Edwin Van der Ouderaa.

Verint CMO, Celia Fleischaker, believes it’s high time for marketing and the contact centre to become better acquainted.

Knowing customers better, harnessing their product and membership usage to personalise engagement and building out differentiated products is firmly in the sights of AusCycling after deploying a data analytics platform.

When it came to lifting the capability of its contact centres, Gucci turned to its design teams to create an environment for is staff that captured the essence of the brand.

“Customers today are more educated, have done more research and are 80 per cent of the way through their decision-making process before they have actually engaged with an organisation,” says SugarCRM chief product officer, Zac Sprackett.

Active Super is looking to up the ante on member engagement with a new online data visualisation tool providing greater transparency on how and where a member’s money is being invested.

Although King Living had an online presence for many years, it was a brochure-style website. Digital functioned as a home for the product guides rather than a separate but related experience for the premium furniture designer and manufacturer.

Did you know two-thirds of CX budgets increased in Australian companies in 2021? Or that customer journey mapping and orchestration was the biggest skills gap for CX teams last year? How about the fact that there’s still no one clear function responsible for CX across Australian organisations?

The customer experience team at Newcastle Permanent Building Society were confident replacing adhoc different systems across its contact centre and digital channels with a single, integrated platform would lead to efficiencies and cost reductions. What they didn’t know initially was how it could innovate their omnichannel and team approach.

CMO reaching out to Australian customer experience managers and leaders across the divide to complete our 2022 State of CX Leadership survey and help us gauge the true and changing nature of customer experience leadership.

An omnichannel approach to customer experience, rather than a multi-channel one that simply provides extra channel choice, is key to Beyond Bank’s ongoing CX proposition.

Too many people are still getting their customer experience technology transformations wrong because they fail to invest in the people capability around it.

Focusing closely on a defined use case, stringent alignment to design principles and a commitment to learning through customer feedback are a few ways Australian brands are balancing chatbots and human empathy in digital interactions.

Design has played a critical role in the emergence of many of Australia’s leading digital organisations. But with total demand for designers estimated to be growing upwards of 13 per cent annually, new solutions are needed to ensure a steady supply of suitable workers equipped with the specialist skills needed for modern design challenges.