Suncorp’s CEO and managing director has attributed a key focus on elevating the needs of customers and its emerging marketplace approach for a “solid” top-line performance across the ASX-listed insurance and banking giant in the first half.
Customer satisfaction and advocacy are the cornerstones of commercial success for Bendigo and Adelaide Bank and have put the organisation in the best opportunity possible to grow in a volatile environment where trust and reputation are paramount.
Specialty Fashion Group (SFG) has rolled out a new campaign management platform, unified its website back-end and restructured ecommerce and customer insights teams as part of efforts to improve its customer and omni-channel approach.
AMP’s CEO says further investment into technology capability such as its Goals 360 advice platform and Salesforce CRM are transforming the financial planning process for customers and the advisers supporting them.
If we needed further examples that CX is the key to business success in a hyper-competitive marketplace, Catch Group’s new omni-channel CX approach is paying off with huge gains in both NPS scores and revenue.
Adopting AI-based capabilities for social media and text analytics are just the latest examples of how Volkswagen is opening up “customer insights gems” that improve its experience game, its CX leader says.
It’s no longer good enough to listen to customers just for the sake of listening. In the age of the experience, brands need to listen to improve the customer experience if they have a hope of staying relevant.
Personalisation is a cornerstone of delivering relevant and real-time experiences to customer that count. In our latest Food for Thought series with leading marketers, we asked three brands: What does personalisation mean for your marketing mix and how does it drive better customer experience?
Social media strategy is being increasingly listed by CMOs as integral to boosting customer experience and engagement.
Too many organisations are still suffering from a disjointed approach to customer experience as they look to digitise their businesses, OpenText’s CX expert claims.
According to Forrester, emotion trumps ease and effectiveness when it comes to positive experiences.
Delivering customer insight without cognitive bias, adding value to the in-moment experience and building commercial value are just some of the ways financial services executives believe artificial intelligence is going to transform their sector.
Organisations looking to tap artificial intelligence (AI) to improve customer outcomes and their commercial edge need a relentless focus on test-and-learn, data quality and employee empowerment.
Rockend has been in the property software game for more than 35 years, providing real estate and strata software solutions to agents and strata managers across Australia and New Zealand. But it’s the group’s more recent voice of customer and employee efforts that are paying fresh dividends.
Village Cinemas’ marketing chief says a 10 per cent increase in its Net Promoter Score is the result of significant investment and cross-divisional support for its voice of customer program.
Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience.
Making employee experience as important as customer experience, and linking data to both marketing intelligence and consumer emotion are crucial steps brands must get better at to deliver great customer experiences.
NAB has launched a virtual chatbot aimed at helping business customers better answer common banking queries online.
Insurance giant nib announced a new partnership with software company MaritzCX to launch a multi-brand customer experience program to help refine and scale the company’s voice of the customer strategy as part of its wider customer-centric vision across Australia and New Zealand.
Rising expectations around customer experience is a common topic of conversation among consumer-facing brands. But as consumers come to expect faster delivery, greater personalisation and a more enjoyable overall purchasing experience, even the far reaches of the B2B industrial sector is starting to notice the difference.
Bendigo and Adelaide Bank has stepped up its customer-centric technology investments another significant notch, deploying IBM’s Campaign, Watson Campaign Automation and IBM Interact tools in a bid to improve real-time interactions with customers.