Strategy News, Features, and Interviews

One of the lasting legacies of 2020 will be the boost it gave to digitalisation projects in Australia, as consumer flocked to the Internet to buy groceries, order food and entertain themselves.

Covid changed consumers’ shopping habits and some new habits look set to stay, according to a new report.

Retailers agreed on a few fundamentals for personalising customer engagement when they discussed the topic at Retail Revival, the second annual digital talkfest held by Emarsys, an omnichannel customer engagement and retention platform.

A locally designed app that offers contactless off-street parking for Porsche drivers looks set to become the foundation for many more digital functions and part of the brand’s driving experience internationally.

Getting to the bottom of customer churn and finding new ways to lift customer performance have prompted H&R Block to invest in a fresh voice of customer (VoC) management platform and approach.

Two years on from its rebrand as mycar, the auto services company formerly known as Kmart Tyre and Auto Service is celebrating its growing network, evolving omnichannel customer experience and efforts to buck too-frequent impression of auto services as untrustworthy.

Building out a unified view of customers and creating increasingly personalised experiences is firmly in the sites of Australian finance and consumer products comparison website, Canstar, thanks to adoption of a customer data platform (CDP).

There’s much to be said for the commercial benefits of providing exceptional customer support. But no matter how that support is provided, there is always a cost somewhere.

Data is of most valuable if you’re using it to be more intimately connected to your customer and identifying pain points you can solve for them.

Building a customer demand-led approach to travel management, predictive personalisation and foresight, not just insight, are all in the sights of Virgin Australia’s analytics chief.

Differentiated and personalised support is table stakes for companies, according to Slack VP of customer service, Ali Rayl, speaking at this week’s slack frontiers event. And some of the best examples of this kind of customer service are unique - not just to an industry or a business, but unique to the company its mission, vision and goals.

There’s a disconnect between the priorities of CX teams and C-Suites, said Forrester senior analyst and CX executive partner, Su Doyle, speaking at this week’s CX APAC 2021 event. “I believe it's high time we brought the two disciplines of CX and growth strategies together,” Doyle said.

Customer obsession is the end-to-end organisational approach companies should be embracing to help them make the choices that ensure today’s economic climate is one of the best of times, rather than the worst.

Growing first-party data sophistication, a focus on customer consent and personalisation driven by empathy rather than regulatory requirement are just some of the ways Australian brands are attempting to navigate the data-driven marketing landscape.

While grounded planes and shuttered hotels were stark visual symbols of how the global coronavirus pandemic hit travel and tourism, what wasn’t so obvious was the impact on technology platforms that support the industry.

Adopting a jobs to be done framework, investing in fresh technology and encouraging a test-and-learn mindset are key to Foxtel overhauling service capabilities in a way that meets modern customer expectations, its marketing and customer service leaders say.

Brilliant basics and connected customer services remain key to Mecca’s digital progress as it looks to keep engaging customers in an omni-channel way in 2021.

Post-purchase help and communications, plus a sense of belonging to a community, are vital factors influencing loyalty across Australian consumers. Yet these elements continue to be a let down for many of us when engaging with brands, a new survey has found.

An investigation of Australia’s bathroom cabinets is likely to reveal an assort of expired and neglected skincare products, used only a few times and then consigned to posterity as expensive follies, never to be purchased again. This, however, was not a fate general practitioner, Dr Ginni Mansberg, and her husband, Daniel Rubinstein, were prepared to accept when they launched their cosmetics brand, Evidence Skincare (ESK).

A fresh brand identity, overhaul of social media tone of voice and a digital profile strategy are key ways the Australian Red Cross is hoping to connect to more diverse audiences and changing perceptions of charity.

​ There isn’t a business in Australia that hasn’t experienced some form of transformation as digital connectivity pervades every aspect of our products, services and experiences as consumers and businesses. Australia’s largest telecoms provider, Telstra, however, is arguably on one of the most ambitious programs of work right now.