Strategy News, Features, and Interviews

Strategy

Sunsuper and its customer to core strategy

​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.

Strategy

Gartner: What it takes to be a top-tier CX player

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.

Strategy

How SAP is building engagement through co-creation

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.

Strategy

Westpac: Lean in to complaints to transform your CX

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).

Strategy

When brands make chatbots too personal

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.