Strategy News, Features, and Interviews

More than four in 10 customers have switched brands over the past year as they sought out better customer service, a new report has found.

AI-powered service operations, along with more personalised marketing and digital journeys thanks to an omnichannel customer view, are the latest milestones achieved by True Alliance as it progresses its digital transformation journey ambitions.

Helping members at scale by co-creating its way to a new kind of digital experience is one step Hesta’s experience team has taken to help the wider organisation lift customer satisfaction.

Customer experience transformation is not just about the customer, it’s about how your employees come together cross-functionality and with agility to solve customer problems, says NRMA’s Tina Morell.

Adopting Net Promoter Score (NPS) is just one of the steps REA Group is taking as it works to build out a CX strategy across the organisation.

A doubling of market share across first-home buyers, portfolio growth 1.8 times system growth and a slew of younger customers are some of the hefty commercial wins Great Southern Bank has chalked up following a transformational rebrand.

It’s time for customer experience leaders to open the aperture and think more broadly about the ways they can impact, align with and accelerate key business initiatives, says Forrester’s CX executive partner and senior analyst, Su Doyle.

It’s the power of marketing and service together that will help brands grow moments into lifelong customer relationships, Salesforce’s executive VP of industries and cloud marketing, Lynne Zaledonis, believes.

Data-driven loyalty offers tailored to a segment of one and across multiple brands and regions is one step closer to reality for Seagrass Boutique Hospitality Group after embarking on a major data and customer loyalty program transformation.

As CX professionals know all too well, it takes years to gain maturity and consistency of customer experience across an organisation. But as Australia emerges from the shadows of the pandemic, it’s clear investments into CX transformation are paying dividends.

Care, delight and range are the three propositions driving Winning Group’s latest online retail offering, Andoo, its chief marketing officer says.

Ernst and Young has purchased Australian customer transformation consultancy, Black Dot, as part of plans to strengthen its CX credentials in several countries.

How much more can a brand be to its customers? That was the question Australian costume and party accessories retailer, CostumeBox, was asking internally as it set out to revamp its marketing strategy and re-engagement efforts.

The supermarket shopping experience of the future will not only be driven by seamless and personalised omnichannel experiences that mitigate friction in the buyer journey for customers, they’ll be predictive, Coles’ technology and customer experience chief says.

“Quitline is always looking for new and innovative ways to engage and communicate with people who want to quit smoking or vaping,” Quitline manager, Lindsay Whelan, told CMO about its decision to adopt a new artificial intelligence (AI) tool.

The ascent of the digitally savvy consumer has accordingly given rise to the fully digital brand. But in an era where experience trumps almost everything else, sometimes even the most sophisticated digital solutions fall short of what a customer actually needs.

Customers might be the most important part of many organisations, but by definition, they tend to be external to its processes and functions. They can be polled, surveyed and observed, but inevitably they are at risk of being left out of key decisions, especially during times of extensive or rapid transformation. But when it came time for Super SA to undertake its digital transformation, the leadership team found a simple yet effective way of keeping customers at the centre of their thinking.

Three in four businesses that improved data quality in 2021 were able to exceed business objectives, a new survey has found.

Expanding loyalty program partnerships, introducing a new environmental-oriented flying tier and providing more easily accessible seats and redeemable rewards have helped Qantas’ loyalty program retain earnings and member growth in the face the ongoing pandemic.

Telstra is launching a new marketplace to connect small business clients with customer loyalty program members.

More than 1 million loyalty program members, the launch of click-and-collect and omni-channel growth have helped Michael Hill International counterbalance Covid shutdowns to report steady results in the first half of the financial year.