Strategy News, Features, and Interviews

Brand owners often talk about their brand having a personality. Some are sassy, others are authoritative, and a few are cheeky. But when it comes to bringing the brand to life through a chatbot interface, focusing in on the personality might be the last thing you want to do.

Digitisation in retail today is less about table stakes capabilities such as ecommerce and omnichannel efficiency and more about how brands innovate their customer experience, particularly in-store, SAP’s retail chief claims.

Artificial intelligence (AI) might be the current marketing buzzword, but it shouldn’t be implemented for the sake of it, or be used to replace humans for customer experience (CX). Rather, AI is facilitator for a better CX.

Putting creativity and machine learning into the same sentence might seem like an oxymoron, but it’s only by combining both that brands will harness artificial intelligence for customer engagement success.

Omnichannel retailing isn’t about technology, it’s about how to create the environment, culture and organisational DNA that drives the right customer outcomes whatever way they engage with your brand.

Experience is the new brand, and customer and employee experience are vital for the continued success of any business.

An AI project aimed at improving business processes by automatically recognising and tagging thousands of images used across its sites has resulted in a host of unexpected customer experience benefits for Carsales.

About 150,000 Medibank young adult customers will receive a 10 per cent discount on policies this year as part of the health insurer’s ongoing quest to secure and reward customer loyalty.

​A dynamic and responsive approach to ecommerce fulfilment has not only allowed Coopers Brewery to grow online sales of beer home-brewing kits, it’s also opened up a wealth of insight and capability cementing customer loyalty.

UBank has launched its third artificial intelligence-based customer assistance offering and what it claims is the first digital human home loan application assistant.

The report has been tabled and the 76 recommendations are in. And there are a few clear lessons on what many have recognised are keys to ensuring your organisation is customer-led, from the very top to the very bottom and everywhere inbetween.

Bankwest customers to have adopted the financial institution’s Halo ring are now undertaking more than a quarter of their purchases via the wearable device.

In the wake of the data breach which saw 500 million guests' information hacked via its Starwood network, Marriott International has unveiled Marriott Bonvoy, a new customer loyalty program brand replacing its current offerings, Marriott Rewards, The Ritz-Carlton Rewards and Starwood Preferred Guest.

Singapore’s Scoot Airlines has seen its customer satisfaction ratings improve and is now rolling out an employee experience management component off the back of significant strides in its customer experience approach.

Being able to deliver a virtual personalised assistant to every staff member and student on campus is a step closer to reality for the University of Canberra after it signed up to a new artificial intelligence-powered chatbot platform.

Telstra is planning to introduce a new customer loyalty program in March 2019 as part of its wide-reaching T22 strategy.

A new voice-of-customer management system is not only closing the loop on client experience feedback for international money transfer company, OFX, it’s also actively informing products that build competitive edge.

For many organisations, the emergence of digital channels necessitated creation of an entirely new business function to support them. A key question then is where to house that function – within marketing, IT, operations, customer, or someplace else?

​An aggressive four-month transformation program has delivered Sydney Olympic Park Authority (SOPA) the streamlined systems, customer journey roadmap and data foundations vital to fulfilling its 2030 masterplan for a revitalised residential and events destination.

The Australian Government is planning to have all citizen services online by 2025 in an ambitious plan to redesign the way government interacts with constituents.

Getting a better handle on customer service and matching rapid business growth with a stronger reporting and response approach has led Showpo to deploy a new platform in just seven weeks.