Qantas will offer more than 1 million extra rewards seats, a new lifetime qualification and tiered Points Club for non-flying spenders as part of a $25 million investment into its Frequent Flyer loyalty program.

Gone are the days of the ‘average consumer’ and the idea that there's a one size fits all when it comes to marketing, according to Deloitte.

MetLife Australia says its decision to create a chief customer and marketing role is about elevating the role and cultural approach within the business.

Cricket Australia’s decision to appoint HCL Technologies as its new digital technology partner is about providing a more engaging experience bringing fans, communities, supporters and staff even closer to the game, its technology chief says.

​Sunsuper was born in the late 80s in an era when the government was moving towards compulsory superannuation for all Australians as a key pillar in supporting their retirement. Superannuation started as a simple idea that people paid forward their retirement on a regular basis for their working life without relying on a government funded pension.

It was the unsexy digital and back-end challenges of rebranding UBET to TAB, rather than the tranche of customer-facing programs, which proved the bigger deal for the wagering company’s marketing team.

The top customer experience-focused organisations globally are the ones who recognise they’re the problem, can act boldly, and are even willing to reduce their product lines to make things easier for customers.

Customer analytics is ultimately an exercise in asking the right questions and successful change management, Gartner senior analyst, Melissa Davis, claims. And to get there, you’re better off giving up on a 360-degree of your customers and instead, building a minimal viable customer data view to inform your approach.

​For a company that receives over 200,000 customer responses each year, implementing a voice of customer (VoC) platform can seem more than a little daunting. Add in some 25 different trackers (most companies have two), and the program can become downright unmanageable.

Brands who don’t start embracing trust as a corporate philosophy and proactively protect the interests of their customers will find themselves very quickly out of the competitive running.

The proposition for convenience stores is pretty straightforward. But how does that translate in a world where convenience is now more often associated with digital experiences rather than those in the real world?

Buying beauty and skincare products is a highly personalised experience, often stretching across offline and online engagement. And thanks to a significant overhaul of its digital platforms, customer data approach and CRM strategy, it’s a personalised experience Jurlique is increasingly confident of delivering.

Things were so easy for digital marketers in the 1990s, when the world simply consisted of desktop Web pages and email. Now, as we exit the 2010s, digital channels have proliferated, with chatbots, voice assistants and half a dozen messenger apps all vying for customers’ attention.

Real Insurance is claiming a life insurance industry first with a new Google Assistant app allowing customers to gather details on policy information through their mobile or smart speaker.

Striking a healthy balance between innovation and human attributes such as warmth, friendliness and family is the key to ASB’s brand success, its GM of marketing, Shane Evans, believes.

Few people have successfully dragged a sport that was popular during the Parthian Empire into the heart of one Asia-Pacific’s most modern cities.

It should be no surprise that Anneke van den Broek would run a pet care company someday. At the age of eight, she had made her first foray into the industry by breeding mice and selling them to the local pet store.

​It seems, when it comes to Australian brand reputation, New Zealand is doing it better.

Outdoors enthusiasts will be able to get their fix from the one place following news that the Outdoria Group is set to become Australia and New Zealand’s largest dedicated marketplace for planning, booking and equipping camping, caravanning, outdoor experiences and road trips.

Vladka Kazda had no idea what she was in for when she volunteered to tackle customer retention at online marketplace, Carsales.

The next-generation customer data management space is rapidly heating up, with upstart US vendor, Segment, raising a whopping US$175 million in funding for its new customer data infrastructure offering.