Customer Experience Management

PEOPLE

• Food for Thought: How a policy of diversity and inclusion helps improve CX

• Macquarie Bank's payoff from merging customer and employee experience into one

• CX profile: Building IAG's customer smarts

• AANA rolls out first Australian advertising sentiment index

• Tourism Australia flexes brand awareness in US traveller market with fresh partnership

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STRATEGY

• Kantar: Customer journeys must be redefined

• How Alibaba is using AI to power the future of business

• Sydney Water touts benefits of customer-centric journey

• 4 core operating principles to accelerate CX: Forrester

• Kmart and RACQ are two brands leading the CX charge: Forrester

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MEASUREMENT & ANALYTICS

• UBank’s AI vision expands with rollout of RoboBrain

• Choosing the right CX metric

• Food for thought: Transforming customer service and support

• How AMP is using AI to create effortless ‘experiences’

• How this social health business is tapping data for better decision making

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RESOURCES

• 
  Australia’s DIGITAL MARKETING & CUSTOMER EXPERIENCE MATURITY
• 
  Smile, You’re on Camera
• 
  Happiness in the Simple Things
• 
  Infographic: A Blueprint for success