Strategy News, Features, and Interviews

CMOs and chief technology officers must focus on hybrid customer experiences - physical and digital – to deliver growth, according to the latest report from Forrester Research. And the way to achieve this is to align their teams and collaborate on a united marketing and tech strategy.

A Net Promoter Score of +74 and 30 per cent year-on-year growth are just some of ways BizCover’s transformative investment into personalised and increasingly automated customer service and marketing has delivered.

Want to transform your company’s customer and digital technology stack? Then don’t scrimp on strategy, expect more costs than you originally anticipated, put data at the centre of investment and make sure robust governance frameworks are in place.

Personalisation has never been important in the way brands provide experiences to their customers. And in a world where digital is the primary vehicle of engagement, and data is exchanged, customer expectations on how personalised experiences need to be are higher than ever.

Fast-growing, independent telco, Mate, has signed up with SourseAI to synthesise Mate’s customer data and combine it with market data. The results include defined audience segments, characterised personas and customer and market behaviour insights as the basis for a brand refresh, customer engagement strategies and product development.

elstra’s customer loyalty rewards program, Telstra Plus, will be scaled out into a full sales and marketing channel, while predictive analytics and omnichannel choice will become key mechanisms in personalised engagement under the new T25 strategy released by the telco today.

Bailey Nelson has seen online sales conversion lift by 400 per cent in Australia and more than 600 per cent in Canada off the back of an innovative virtual reality-based try-on solution for spectacle wearers.

When Julie Mathers founded ecommerce business, Flora & Fauna, in 2014 after a lengthy career in retail, she did so with the intention of creating a business that was both better and kinder.

Ever-increasing competition in products and services means brands must appeal to customers on every level to maintain their loyalty.

Responsiveness, frictionless experiences and transparency around consumer data use are hefty customer experience considerations for Australian consumers. Yet most organisations they’re dealing with aren’t living up to expectations, a new report has found.

More than 80 per cent customer satisfaction scores and 90,000 call deflections are just some of the metrics giving National Australia Bank’s Reveka Katakis confidence in the company’s evolving digital and social customer service approach.

Accelerating digital-first experiences and enablement off the back of growing digital uptake by banking and insurance customers is in the sights of Suncorp Group as the company reports its FY full-year financial results.

One of the lasting legacies of 2020 will be the boost it gave to digitalisation projects in Australia, as consumer flocked to the Internet to buy groceries, order food and entertain themselves.

Covid changed consumers’ shopping habits and some new habits look set to stay, according to a new report.

Retailers agreed on a few fundamentals for personalising customer engagement when they discussed the topic at Retail Revival, the second annual digital talkfest held by Emarsys, an omnichannel customer engagement and retention platform.

A locally designed app that offers contactless off-street parking for Porsche drivers looks set to become the foundation for many more digital functions and part of the brand’s driving experience internationally.

Getting to the bottom of customer churn and finding new ways to lift customer performance have prompted H&R Block to invest in a fresh voice of customer (VoC) management platform and approach.

Two years on from its rebrand as mycar, the auto services company formerly known as Kmart Tyre and Auto Service is celebrating its growing network, evolving omnichannel customer experience and efforts to buck too-frequent impression of auto services as untrustworthy.

Building out a unified view of customers and creating increasingly personalised experiences is firmly in the sites of Australian finance and consumer products comparison website, Canstar, thanks to adoption of a customer data platform (CDP).

There’s much to be said for the commercial benefits of providing exceptional customer support. But no matter how that support is provided, there is always a cost somewhere.

Data is of most valuable if you’re using it to be more intimately connected to your customer and identifying pain points you can solve for them.