Strategy News, Features, and Interviews

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.

Providing exceptional customer service is often spoken of in a consumer context, but it is wise to remember business customers are people too.

Three in four marketers say technology is making it harder rather than easier to deliver the personalised experiences customers are seeking, a new report claims.

Hot on the heels of the national Department of Human Services’ new digital assistant this week, Queensland Government’s Treasury has claiming a state-first with its new conversational virtual assistant.

​It’s time for organisations to stop decorating their customer experience and start renovating the foundations, Forrester’s senior CX analyst says. ​

In an era where making things easy for the customer has become paramount, it is not surprising to see many brands turning to chatbots to resolve customer queries quickly.

The Department of Human Services has brought on its third consumer-facing digital assistant to help streamline consumer queries around myGov accounts.

Online consent can be a minefield for brands, and just doing enough to fulfil legal obligations no longer cuts it. Transparency is key, balanced with the right amount of information.

As consumers, we’re well accustomed to ads from brands ‘following’ us around the Internet, and brands using information we’ve volunteered – or they have gathered – to offer us products and services we may be interested in.

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.