Strategy News, Features, and Interviews

Customer experience evolution is much like the career of UK iconic pop band, the Beatles: You need to iterate and adapt if you're to keep up to date.

Emerging technologies, such as artificial intelligence (AI), augmented reality (AR), virtual reality (VR) and speech recognition, are changing experiences. For better or worse, these technologies have arrived, and customer expectations are rising because of them.

As many big players ramp up their loyalty program efforts, the ACCC has released a draft report highlighting a number of concerns about the programs, in particular the sharing of consumer data without consumer knowledge.

ASX-listed retail group, The PAS Group, has attributed a 45 per cent increase in online revenue from email marketing efforts to its recent customer data platform investment.

Personalisation isn’t the end-goal. Instead it’s the aim which will enable your business to improve what it does by putting the customer at the centre.

​Virgin Australia’s Velocity Frequent Flyer and freedom have formed a new partnership as part of the launch of myfreedom, the furniture retailer’s new loyalty program.

Lenovo is on a journey to become more customer-led, although its customer experience chief is the first to admit it's not there yet.

Nike's recently announced Adventure Club, a subscription service that lets parents pay a monthly fee in exchange for regular kids’ shoes deliveries, is a clear response to changing consumer demands toward more subscription programs and premium loyalty packages.

Vogue Australia has taken the wrappers off what it’s claiming is a category-first loyalty program providing members with a host of personalised discounts, exclusive offers and access.

More than 770,000 Telstra customers have signed up to the telco’s revamped customer loyalty program since its launch in April.

​Brand purpose has to be authentic and not be too far removed from your business proposition for it to resonate and be successful.

It’s been 12 months since the University of Canberra confirmed a new digital partner and began rolling out Adobe’s Experience Cloud platform, and two months since it debuted its new-look current student portal.

Parent company for retail power tool brands including Milwaukee, Vax, Ryobi and AEG, TTi, realised it needed to develop a single view of customer to meet the rising tide of customer expectations in the era of disruptors.

​Research has found organisations with close alignment to the values of their customers (CX), workforce (WX) and partners (PX), and create human experiences (HX), grow faster and build stronger brand loyalty.

Adopting a freshly minted document and data extraction technology is enabling MYOB to tackle a whopping big customer pain point while improving SMB tax time compliance, its product chief says.

Local ​retailers​ are not keeping up with ​consumer expectations​, costing the Australian economy billions in abandoned sales.

Amazon Prime, the behemoth of paid customer loyalty programs, counts some 100 million members in its ranks, and it’s growing.

​The latest iteration of Yarra Trams’ safety campaign launched recently with a new theme ‘Wherever you’re from, this is how we tram’ which targets people visiting Melbourne from out of town or overseas with safety messages.

Customer strategy consultancy, Ellipsis, has taken the wrappers off a new company aimed at bridging the gap between Aussie brands looking to solve known customer pain points, with emerging CX solutions globally.

While consumer adoption of voice technology in Australia is booming, brands are lagging behind incorporating voice into their marketing strategies, seeing it as more of a novelty than as a viable branding tool. However, it is the brands that get on the front foot of voice which will have an advantage as the technology matures, experts say.

It’s not often a digital experience leader tells you he wishes staff could be more like Io, the Jupiter moon transforming itself completely every 12 months. But it’s an apt analogy for the way all of us need to strive to be more adaptive and evolutionary in our approach to customer experience design.