From unconscious to reflective: What level of data user are you?
Using data is a hot topic right now. Leaders are realising data can no longer just be the responsibility of dedicated analysts or staff with ‘data’ in their title or role description.
Strategy
Personalisation has never been important in the way brands provide experiences to their customers. And in a world where digital is the primary vehicle of engagement, and data is exchanged, customer expectations on how personalised experiences need to be are higher than ever.
Measurement & Analytics
Fast-growing, independent telco, Mate, has signed up with SourseAI to synthesise Mate’s customer data and combine it with market data. The results include defined audience segments, characterised personas and customer and market behaviour insights as the basis for a brand refresh, customer engagement strategies and product development.
Digital Marketing
Kmart has joined other retailers by invigorating its online content to engage customers with a series of ‘masterclasses’. The classes also market its expanding furniture range – another response to customers’ increasingly indoor lives.
Strategy
When Julie Mathers founded ecommerce business, Flora & Fauna, in 2014 after a lengthy career in retail, she did so with the intention of creating a business that was both better and kinder.
Strategy
Ever-increasing competition in products and services means brands must appeal to customers on every level to maintain their loyalty.
Digital Marketing
Comparison services provider, iSelect, has highlighted Australia’s Consumer Data Right (CDR) legislation as its next big customer growth opportunity and an instrumental part of its five-year strategy.
Digital Marketing
More than three-quarters of digital marketers are finding customer expectations harder to meet than a year ago, according to the latest State of Marketing Report from customer relationship management (CRM) platform, Salesforce.
People
Refining the customer journey, embedding a new marketing cloud platform and elevating voice of customer and Net Promoter Score programs are top priorities for the new chief experience officer at BlueFit gyms.
Customer Experience Management
Augmented reality (AR) is increasingly being used by brands wanting to engage customers at home or in other spaces to which they can easily relate. June saw brands such as Big W, KFC and Corona launch AR experiences to help customers interact with products in the comfort of home, compete for prizes in a game or even be confronted with their unpleasant, augmented ‘plastic reality’.
Strategy
Building out a unified view of customers and creating increasingly personalised experiences is firmly in the sites of Australian finance and consumer products comparison website, Canstar, thanks to adoption of a customer data platform (CDP).
Digital Marketing
During the height of the Covid pandemic last year, some 87 per cent of consumers tended to remain with brands they knew, according to the 9th annual Australian customer loyalty and loyalty program research study, For Love or Money 2021.
Strategy
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?
CMO’s State of the CMO is an annual industry research initiative aimed at gauging how ...
CMO’s State of CX leadership survey is a new annual research initiative gauging the state ...
There’s no doubt we’re in the midst of a digital-first economy, fuelled by data and ...
Our latest CMO 2022 readiness episode on the great resignation and staff motivation and leadership is now live!
Using data is a hot topic right now. Leaders are realising data can no longer just be the responsibility of dedicated analysts or staff with ‘data’ in their title or role description.
It’s not that your agencies don’t have your best interests at heart – most of them do. But the only way to ensure they’re 100 per cent focused on your business and not growing theirs by scope creep is by setting the guard rails for healthy agency collaboration.
In first part of this article series, we explored the various forms of AI bias, ways to understand and identify them. This second part will cover various tangible measures that can be undertaken to control, mitigate or remove these biases.
Focus on your customer experience not your NPS score. Fix the fucking problems and the customer support requests will go away.I currently...
Chris B
Bringing community thinking to Optus' customer service team
Nice blog!Blog is really informative , valuable.keep updating us with such amazing blogs.influencer agency in Melbourne
Rajat Kumar
Why flipping Status Quo Bias is the key to B2B marketing success
good this information are very helpful for millions of peoples customer loyalty Consultant is an important part of every business.
Tom Devid
Report: 4 ways to generate customer loyalty
Great post, thanks for sharing such a informative content.
CodeWare Limited
APAC software company brings on first VP of growth
This article highlights Gartner’s latest digital experience platforms report and how they are influencing content operations ecosystems. ...
vikram Roy
Gartner 2022 Digital Experience Platforms reveals leading vendor players