Strategy News, Features, and Interviews

​Front-end collaboration with cross-functional partners, closing the feedback data loop and hiring people who want to be customer-led are the keys to successful customer service evolution.

GoGet Carshare has teamed up with Amazon Alexa to enable carshare users with an Alexa-enabled device to book a vehicle by voice. It’s a move GoGet claims is an Australian-first for the car share industry.

Employee engagement tops the list of major concerns when delivering CX improvement projects, according to a new Gartner survey.

Good Shepherd is using the power of data analytics to help Australian consumers alleviate themselves from poverty.

​Open Universities Australia (OUA) has chalked up its first student enrolment growth in 15 quarters and slashed the time it takes to on-board learning providers following a business transformation and overhaul of its technology ecosystem.

The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their culture in order to find sustainable improvement.

Hyundai Motor Company Australia has accelerated its way from ninth to second position in the ranks of Australian automotive companies for service after overhauling its customer experience approach.

Adobe’s CIO, Cynthia Stoddard, is so committed to ensuring employee experiences are as personalised and strong as customer experiences, she’s dedicated one of her team leaders to the task and launched a program to make it happen.

We are entering the era of relationships where the process of understanding what’s happening with customers, then delivering against those needs, is crucial to building brand connections that sustain businesses.

Few companies of the digital era are as synonymous with the concept of great customer service as Zappos. Continuing to keep customers happy is a key focus for the group’s head of customer research, Alex Genov, who is speaking at the forthcoming CX Innovation & Tech Fest in Melbourne.

​More than 50 marketing and CX managers and leaders gathered at Melbourne's Crown Casino on 24 May for CMO's latest breakfast on creating intelligence customer connections, sponsored by InMoment. Here are some pictorial highlights of the morning.

Empowerment of customers has required almost every business to transform, whether they know it or not, and customer journeys need to be ex-examined if true CX transformation is to be achieved.

Alibaba Group is powering ahead with a range of AI research and initiatives in a bid to realise its vision: To make it easy to do business everywhere and anywhere.

Sydney Water’s move to hatch an innovation lab is helping reframe problems and forms a key part of the utilities’ overarching CX strategy, according to customer experience solutions manager, John Isben.

Forrester APAC vice-president and research director, Michael Barnes, is convinced CX leaders need to “fundamentally change” the core operating principles of their organisations in order to become a more customer-centric entity and be the engine of growth.

Kmart has successfully adopted a customer-centric approach and recognises CX is the company’s engine of growth.

Tom Mouhsian, principal analyst (CX), APAC, at Forrester, discussed the CX-led transformation of Prudential Singapore at Forrester's CX Sydney 2018 Forum today.

Domino’s Pizza and CoastalWatch are two brands using the power of voice to enhance their customer experiences.

Cash Converters is aiming to perform a hat trick: Focus better on customers, enhance digital capabilities across sales and marketing, and beef up brand awareness.

So how can you better action customer intelligence? What are some of the key steps to consider when you’re building out your game plan?

There’s no question today’s brands recognise the purpose of gathering customer intelligence (CI) is is to better understand customer motivations in order to drive future growth.