Strategy News, Features, and Interviews

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.

Strategy

Marriott creates new loyalty program following hacking scandal

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.