Customer Experience Management

PEOPLE

• When brands make chatbots too personal

• How AI-powered virtual employees will transform customer experience

• Executive Connections: Experience is the new brand

• AMP customer chief out as new exec structure confirmed

• Employee social marketing drives brand engagement for John Lewis & Partners

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STRATEGY

• When brands make chatbots too personal

• SAP retail chief: Why more retailers need to harness data differently

• How Aussie brands are using humans and AI to improve customer experience

• Panel: How Sportsbet, Aus Post, Tennis Australia and Catch Group are harnessing AI

• The people and process smarts needed to excel in omnichannel retailing

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MEASUREMENT & ANALYTICS

• Report: Marketers failing to realise the benefits of customer loyalty programs

• How customer experience measurement is driving cultural change at this global real estate group

• Scoot Airlines extends CX efforts with employee engagement investment

• How a real-time customer feedback loop is helping OFX gain agility

• Why Showpo switched to a new customer management platform

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RESOURCES

• 
  State of Marketing: Fifth Edition
• 
  State of the CMO 2018