Strategy News, Features, and Interviews

Strategy

Why the art of human-centred design has become a vital CX tool

Human-centred design was once seen very much as a ‘nice to have’ but has increasingly become an essential element to a digital change project. And indeed, it's a key element of the success, or otherwise, of this kind of innovation, says a global expert in the practice.

Strategy

5 steps Cue clothing took to adapt to the new normal of COVID-19 retail

There’s no doubt COVID-19 has accelerated the shift to digital channels and transactions for Australian retailers. Here, Cue Clothing’s CIO, Shane Lenton, shares how the iconic Australian fashion brand adapted to the new normal of retail presented by the pandemic, the virtual and digital offerings it’s rapidly created, and the longer-term innovations they’re helping inform.

Strategy

How NRMA’s Arlo the Koala chatbot won over customers

IAG’s NRMA insurance achieved record online customer engagement and successfully reached business objectives thanks to its Stevie award-winning ‘Arlo the Koala’ chatbot, an extension of its ‘Arlo the Koala’ advertising campaign that made headlines across marketing and media press.

Strategy

How Optus engages the digital telco consumer

Seamless and frictionless end-to-end customer journeys through automation and bots is the end game for Optus VP of digital consumer, Vaughan Paul, as he works to respond to customers engaging more online and digitally.

Strategy

Catch Group and flybuys hook up

Catch Group has joined forces with the flybuys customer loyalty program to provide rewards to its customer base.

Strategy

7 innovative brand chatbots

Chatbots are increasingly deployed by brands as another important channel of customer contact. BT’s Autonomous Customer 2020 research found chatbots are one of the new tech tools, along with phone and email, plus real human agents, that customers want when contacting a company.​

Strategy

Study finds freemium won’t get paid customers

Providing a free or lower cost trial of a paid version of a service for a short period helps the take-up of the paid version. But freemium models aren't quite so successful, a new paper, Experience Effect in the Impact of Free Trial Promotions, published in Management Science, claims.

Strategy

Why top customer support needs technology and humans

Customers want phone, email and online help, plus new tools like messaging and chat bots with help from real human agents, according to BT’s Autonomous Customer 2020 research. The report said, while technologies come and go, the message from customers is unchanged: Make it easy, make it secure and we will reward you.

Strategy

Behind the scenes of IGA's digital grocery offer

The launch of IGA’s online grocery delivery service is a lesson in developing minimum viable product that responds quickly to the needs of customers during a rapidly evolving crisis, its shopper engagement leader says.