Strategy News, Features, and Interviews

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.

About 150,000 Medibank young adult customers will receive a 10 per cent discount on policies this year as part of the health insurer’s ongoing quest to secure and reward customer loyalty.

​A dynamic and responsive approach to ecommerce fulfilment has not only allowed Coopers Brewery to grow online sales of beer home-brewing kits, it’s also opened up a wealth of insight and capability cementing customer loyalty.

UBank has launched its third artificial intelligence-based customer assistance offering and what it claims is the first digital human home loan application assistant.

The report has been tabled and the 76 recommendations are in. And there are a few clear lessons on what many have recognised are keys to ensuring your organisation is customer-led, from the very top to the very bottom and everywhere inbetween.

Bankwest customers to have adopted the financial institution’s Halo ring are now undertaking more than a quarter of their purchases via the wearable device.

In the wake of the data breach which saw 500 million guests' information hacked via its Starwood network, Marriott International has unveiled Marriott Bonvoy, a new customer loyalty program brand replacing its current offerings, Marriott Rewards, The Ritz-Carlton Rewards and Starwood Preferred Guest.

Singapore’s Scoot Airlines has seen its customer satisfaction ratings improve and is now rolling out an employee experience management component off the back of significant strides in its customer experience approach.

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. ​