Customer Engagement

Digital Marketing

The top customer experience metrics that help you gauge engagement success

Customer experience and a customer-centric approach remains top of the agenda for most marketing leaders. But according to recent research from Forrester, only a third of Australian brands added or improved on their CX measurement in the past year. So just what does it take to measure your customer experience efforts successfully?

Digital Marketing

Why consumers still want the human service touch

Consumers still want the human touch, even in a time of great technological innovation, but they also want choice. So it’s organisations that unite voice with automated experiences across the spectrum of interaction channels that will keep the most customers in the future.

Digital Marketing

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?

Digital Marketing

What it takes to adapt to new audience expectations

Historic galleries are under more pressure than ever to meet new audience and stakeholder expectations. Even such a highly engaged venue as the Art Gallery of NSW (AGNSW) has slipped from a top 20 global art listing. But while bringing digital change can be challenging, AGNSW’s director of public engagement, Jacquie Riddell, said the decision to invest in the right tech stack is starting to generate positive stakeholder outcomes, help boost engagement and drive internal efficiencies.

Leadership

Target CEO: We want brand love with mass reach

Target is resetting its marketing strategy to actively seek “brave love with mass reach” and it’s going to use customer insights and digital to achieve it, CEO, Guy Rosso says.

Digital Marketing

CMO Interview: How Credit Simple is disrupting the fintech marketing landscape

The credit industry is fiercely competitive, and major banks have strong and deeply established roots offering credit scores and advice. But New Zealand fintech startup, Credit Simple, is fast making inroads across the Tasman as well as in Australia thanks to its ability to engage customers in a more agile way.

Digital Marketing

CMO Interview: A look into Sydney Opera House's unprecedented digital transformation

The Opera House is one of Australia’s premiere iconic landmarks, but for far too long, it had legacy marketing systems that were not meeting the demands of its growing global fan base, until now. he Opera House recently canned its old web platform and a host of marketing tools in favour of collaborating with Adobe on its biggest digital transformation projects to date.


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Blog Posts

3 ways customer data can increase online sales conversion

Data has been an increasingly critical factor in improving the efficiency and effectiveness of marketing and business operations.

James Bennett

Chief experience officer, Kalido

Our sharing future is both terrifying and exciting

Discussing the future in a realistic fashion is often a disappointing prospect. For all the talk of hoverboards, jetpacks and lightsabers changing the way we do things, the reality tends to end up being something as mundane as a slightly cheaper way to get around the city.

Jason Dooris

CEO and founder, Atomic 212

Queue experiences that are distinctive, memorable and shareable

Customer service that’s quick, easy and convenient has been shown to boost customer satisfaction. So it’s an odd juxtaposition that customer queues have become a sharable customer experience.

Wouldn't reconnecting with younger consumers be in direct contravention of the code on alcohol advertising?

Tim Palmer

Vodka Cruiser reconnects with younger consumers via category-first Facebook Live campaign

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Thanks for the article Jennifer, you raise some interesting points. The supermarket and shopping centre examples particularly struck a c...

Jill Brennan

Why marketers should take note of social robots

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Winning the retail game is really tricky at this point in time. Many retailers have declared themselves as bankrupt. But yes harnessing t...

Vanessa.M.Magers

​Bricks and clicks: Balancing digital and physical to win the retail game

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Excellent article, Thank you.

Steve Beards

How Aprimo hopes to help marketers tackle distribution of content, funds and data

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Thank you for a great article, Matt.

Andrey

Top tips to uncovering consumer insights for business innovation

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