Strategy News, Features, and Interviews

Harnessing digital platforms and AI for customer experience, breaking down situational thinking and embracing journey-based thinking, and finding a north star for engagement are just some of the ways Mercer and Gartner see organisations building better customer experiences.

Medibank’s fortunes are rising thanks to a “substantial turnaround” in customer advocacy and retention, driven by consistently delivering a better customer experience, more value and recognising customer loyalty, according to CEO Craig Drummond.

Freshworks CEO and founder, Girish Mathrubootham, is on a mission: To build the ultimate, all-encompassing customer engagement management platform.

Increased sales conversion, more efficient customer service support and better business decision making are just some of the benefits Progressive Direct claims it’s experiencing after overhauling customer management systems internally.

IBM industry veteran, Michelle Zamora, is over the moon about jumping into startup land and using her fine-tuned skills in building business strategy and driving growth.

Experience-led businesses are putting long-term engagement over short-term wins, investing in a combination of people, process and technology, have more comprehensive leadership buy-in and are seeing stronger revenue and customer wins as a result.

Foxtel has taken the wrappers off a new, dedicated, 4K live channel, heralding what the company claims is the “next wave” of change in Australian television.

Marketing and customer experience professionals looking to artificial intelligence (AI) to improve their organisation’s customer game are going to have to find a way to work with IT or risk missing out on the real benefits of the emerging technology.

Suncorp has attributed a 4.7 per cent increase in customer deposits across its product portfolio to a combination of new product offerings, increased digitisation, and simplified processes driven through its increasingly ecosystem-led approach to customer engagement.

Bankwest has stepped up its use of digital technologies for customer support, launching a new in-app messaging service via its banking app that syncs conversations across devices.

Scoot Airlines has made a significant investment into a voice-of-customer platform and overhauled its customer service and experience team structure in order to make CX its key competitive advantage in the low-cost carrier market.

Fairfax Media and Nine Entertainment are joining forces, creating a $4.2 billion integrated media firm that will establish Nine as one of Australia’s leading independent media companies. The merger represents one of the biggest moves in Australian media history.

ThinkTV, on behalf of its shareholders Foxtel/MCN, Network Ten, Nine, and Seven West Media, want the creation of a media briefing portal that makes it simpler for advertisers and their agencies to buy TV inventory.

The University of Canberra has appointed a new digital partner and is rolling out Adobe’s Experience Cloud platform as part of a digital student journey transformation project aimed at delivering more holistic student experiences.

Customer service is going through one of the most transformative times in history and being turned on its head as organisations look to drive integrated engagement across the customer lifecycle.

Companies looking to automate all their customer experience using artificial intelligence (AI) or machine learning are likely to fail at delivering the seamless, post-channel CX experiences customers want.

As Camp Australia’s first-ever CMO, Tom Dusseldorp, is on a journey to help lead the traditional 30-year-old bricks and mortar business further and deeper into the world of digital.

​Front-end collaboration with cross-functional partners, closing the feedback data loop and hiring people who want to be customer-led are the keys to successful customer service evolution.

GoGet Carshare has teamed up with Amazon Alexa to enable carshare users with an Alexa-enabled device to book a vehicle by voice. It’s a move GoGet claims is an Australian-first for the car share industry.

Employee engagement tops the list of major concerns when delivering CX improvement projects, according to a new Gartner survey.

Good Shepherd is using the power of data analytics to help Australian consumers alleviate themselves from poverty.