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

More

STRATEGY

• How SAP is building engagement through co-creation

• Westpac: Lean in to complaints to transform your CX

• What Urban Polo is doing to harness AI consumer experiences

• What it took to give this B2B company one CRM

• When brands make chatbots too personal

More

MEASUREMENT & ANALYTICS

• Segment's US$175m cash injection highlights rapid rise of customer data platforms

• How CBRE uses mobile micro-location data to better understand consumers

• How Virgin Australia increased customer satisfaction on mobile with VoC

• Microsoft, Adobe CEOs detail latest data sharing efforts

• Adobe unveils customer data platform, Commerce Cloud and fresh Ad, Marketing Cloud capabilities

More

RESOURCES

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