Strategy News, Features, and Interviews

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?

Customer Experience Management

How Suncorp’s digital service arm seamlessly manages customer enquiries

Bingle, created by Suncorp to meet the customer service demands for an online-only digital brand, has transformed into a largely self-service business after implementing a new customer service management technology aimed at achieving ‘zero cries for help’.

Customer Experience Management

4 things B2B marketers are doing to help drive customer centricity

Creating new roles and cross-functional teams, developing customer narratives, ramping up investments into data science teams and martech – these are just a few of the big steps marketers from Juniper Networks, Dell, Wells Faro and Blackrock say their organisations have taken to become more customer experience oriented.

Customer Experience Management

10 ways Volkswagen’s first chief customer officer is driving a new experience agenda

Jason Bradshaw was ​appointed Volkswagen Group Australia’s first director of customer experience​ 12 months ago, an executive-level role he claims is also a first for Australia’s automotive industry. The remit: Put the customer front and centre across HQ, as well as its dealership network, making customers the first, second and third priority behind every business decision.

Customer Experience Management

Katja Forbes: Pioneering change in customer experience management

​While customer experience management and design is one of the fastest developing IT sectors in Australia and around the world, it isn’t well known - and very few experts are women. But Katja Forbes wants to change all of that.

Customer Experience Management

​Tackling the customer feedback data minefield

A voice of the customer (VoC) program can be a powerful way marketers can collect customer feedback, mine that feedback for insights, and then incorporate those insights into business decisions - but what happens when there’s just too much data to manage?

Customer Experience Management

Is your Voice of Customer program disruptive enough?

A great Voice of the Customer (VoC) program plays a pivotal role in improving customer experience and creates greater empathy among employees. But what does it take to get it right?

Digital Marketing

How the NSW Government is raising customer experience standards

For any marketer that has ever doubted the experience they give to their customers, there has always been one benchmark they would have felt comfortable clearing: No matter how complex their interactions, how tedious their forms, or how long their queues, their experience could never be as bad as dealing with government.