Strategy News, Features, and Interviews

Strategy

How Aussie brands are bringing personalisation into CX

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?

Digital Marketing

Building a robust digital customer experience

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.

Leadership

How financial services sector executives are planning to tap AI

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.

Customer Experience Management

US Bank's head of CRM outlines keys to AI success

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.

Digital Marketing

How this property player is tapping employee and customer voice for success

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.

Digital Marketing

nib ups the ante on CX program with new technology rollout

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.

Customer Experience Management

Food for thought: Driving customer advocacy

Customer advocacy is being increasingly listed as a CMO’s highest strategic priority. In our latest Food for Thought series we asked leading marketers: What does customer advocacy mean to you and your team?