Strategy News, Features, and Interviews

TerryWhite Chemmart has taken a customer-first approach and has improved its customer satisfaction ratings as a result.

Nine out of 10 CEOs agree: Mastering the customer agenda is the primary challenge their organisations face now and into the future. Yet when it comes to actually orchestrating the people, process and technological changes necessary to ensuring an organisation delivers and exceeds modern customer expectations, many are struggling to truly break ground.

If there’s one lesson Luxury Escape’s chief customer officer, Jason Shugg, has learnt through the process of overhauling marketing, sales and service technology, it’s the importance of communication.

The Coffee Club was facing a situation many brands find themselves in today: Meeting rising customer expectations along with the need to harmonise its customer insights.​

As organisations look to compete on customer experience, it’s to be expected the people, processes and technologies supporting all touchpoints within their customers’ journeys operate more in harmony. And arguably, there are no two more important teams in this picture than marketing and customer service.

Leaders in customer experience (CX) gathered at the Oracle Modern Cloud event this week to discuss customer journeys, good CX, and how best to achieve it.

Southwest Airlines has edged a step closer to a 360-degree view of the customer while also lifting employee engagement after deploying a new platform to improve customer service management.

Salesforce has debuted a new open cloud data initiative, fresh connectors for data integration across disparate systems to create a single source of truth, and single customer identification across its product ecosystem in a bid to bring the Customer 360 vision to life.

Building a universally informed, data-driven system incorporating granular insight on end-consumer demand as well as the supply chain is key to FritoLay as it works to meet the changing snacking needs of consumers.

Sure, marketers have heard of customer experience (CX) and how important it is to differentiate a brand. But few know how to effectively implement it, or even where to start.

When it comes to winning the approval of customers, handing out money can be an effective strategy – although perhaps not a sustainable one.

Foxtel has debuted a new tenure-based customer loyalty program aimed at better rewarding customers for staying longer with the TV streaming provider.

Three of Australia’s most dynamic brands sat down to discuss customer experience (CX) and why it is so vital at Twilio’s Engage event in Sydney this week.

Ask a consumer, and you're likely to hear telcos are not particularly good at customer experience (CX). However, Optus is making the effort to change all that.

The National Autistic Society​ UK (NAS) has invested in new technology to provide its members a safe, online discussion forum for sharing stories about their experiences with autism.

Picture a Venn diagram containing the words ‘fast’, ‘cheap’ and ‘good’ in three separate circles. Conventional wisdom suggests the best any organisation can hope to achieve when designing a product or service is two out of three. If you want something fast and cheap, it won’t be good, or if you want something good and fast, it won’t be cheap, and so on.

Measuring the impact of customer experience programs of work on the customer, business and resources is vital in the ever-important quest to keep up with market expectations, Forrester's senior analyst, Riccardo Pasto, says.

As data moves to assume a central role within business in the digital era, its importance to marketing and customer experience professionals has never been greater. But nor has the need to ensure the security of such data.

Customer experience evolution is much like the career of UK iconic pop band, the Beatles: You need to iterate and adapt if you're to keep up to date.

Emerging technologies, such as artificial intelligence (AI), augmented reality (AR), virtual reality (VR) and speech recognition, are changing experiences. For better or worse, these technologies have arrived, and customer expectations are rising because of them.

As many big players ramp up their loyalty program efforts, the ACCC has released a draft report highlighting a number of concerns about the programs, in particular the sharing of consumer data without consumer knowledge.