Strategy News, Features, and Interviews

Qantas will offer more than 1 million extra rewards seats, a new lifetime qualification and tiered Points Club for non-flying spenders as part of a $25 million investment into its Frequent Flyer loyalty program.

Inspirato has taken the experience economy and literally built a business from it.

There's no doubt personalisation improves the customer experience. But it requires foregoing some degree of privacy, which people are more likely to do this if they have trust in the business and see the value in why they're sharing personal information.

​Sunsuper was born in the late 80s in an era when the government was moving towards compulsory superannuation for all Australians as a key pillar in supporting their retirement. Superannuation started as a simple idea that people paid forward their retirement on a regular basis for their working life without relying on a government funded pension.

The top customer experience-focused organisations globally are the ones who recognise they’re the problem, can act boldly, and are even willing to reduce their product lines to make things easier for customers.

Customer analytics is ultimately an exercise in asking the right questions and successful change management, Gartner senior analyst, Melissa Davis, claims. And to get there, you’re better off giving up on a 360-degree of your customers and instead, building a minimal viable customer data view to inform your approach.

​It seems having multiple smart devices in the home will be the next tipping point for increasing consumer expectations.

​Sofitel Melbourne On Collins is definitely painting outside the box with its latest experiential campaign.

Brands who don’t start embracing trust as a corporate philosophy and proactively protect the interests of their customers will find themselves very quickly out of the competitive running.

When you are dealing with holiday makers who expect exceptional customer service, ‘gut feel’ isn’t going to cut it.

The enterprise software industry emerged in the 1990s as an attempt to bring standardisation to business processes and fast-track outcomes for clients. But in an era where personalisation of experiences is now critical, software makers are having to rethink how to bring flexibility back into these products.

Most business might consider complaints negative and something to be avoided, but Westpac has decided to ‘lean in’ and use complaints to transform its organisation and customer experience (CX).

Few people have successfully dragged a sport that was popular during the Parthian Empire into the heart of one Asia-Pacific’s most modern cities.

When your product is sales training, the last thing you want to admit to is problems with managing your own pipeline.

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.