Strategy News, Features, and Interviews

Strategy

Why iSelect is ramping up its martech play in 2018

iSelect is making big investments into a single view of customer and martech initiatives as the company moves to “unlock insights” and deliver improved customer experience, according to iSelect CEO, Scott Wilson.

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.