Customer Experience Management

Leadership

Why customer trust is more vital to brand survival than it's ever been

Customer trust is not only vital in an environment where customer expectations are increasing daily and competition is fierce, it is a brand differentiator that could make or break a business. You only have to look at the recent scandals around Facebook or the Australian Banks to see this happening.

Digital Marketing

SAP rebrands to signal customer experience technology agenda

SAP is dropping the ‘Hybris’ name and repositioning its portfolio of marketing, ecommerce, service and customer data cloud platforms under SAP C/4Hana as part of efforts to capture the end-to-end customer experience management market.

People

6 ways to close the employee experience loop

It’s long been known happy employees are more productive and less likely to leave. It is also now becoming increasingly understood employee happiness and engagement play a key role in customer satisfaction.

Strategy

What Zappos is doing to personalise customer experience and services

Few companies of the digital era are as synonymous with the concept of great customer service as Zappos. Continuing to keep customers happy is a key focus for the group’s head of customer research, Alex Genov, who is speaking at the forthcoming CX Innovation & Tech Fest in Melbourne.

Strategy

In Pictures: Creating intelligent customer connections

​More than 50 marketing and CX managers and leaders gathered at Melbourne's Crown Casino on 24 May for CMO's latest breakfast on creating intelligence customer connections, sponsored by InMoment. Here are some pictorial highlights of the morning.

Leadership

Kantar: Customer journeys must be redefined

Empowerment of customers has required almost every business to transform, whether they know it or not, and customer journeys need to be ex-examined if true CX transformation is to be achieved.

Leadership

What 14 years at Suncorp taught Mark Reinke about CX

Organisations that don't adjust their business models to deliver shared value, and put product ahead of customers, will not fare well in the future. This is the opinion of Suncorp's Mark Reinke, who is leaving the organisation after 14 years. After almost unheard-of career longevity with a single business, Reinke knows a thing or two about business transformation. And this will place him in great stead as he leaves his current role as advisor to Suncorp’s CEO to pursue his own projects.

Digital Marketing

The impact of AI on 4 key brands: CXO panel

Artificial intelligence (AI) is here to stay. And while brands are in varying stages of maturity with AI projects and strategies, there’s one common principle: The nascent technology needs to meet customer expectations in a simple and useful manner.

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Blog Posts

CMOs are talking the CX talk, but not yet walking the walk

Customer experience is eclipsing product as a competitive differentiator. CMOs are recognising this shift and talking the talk. But are they also walking the walk?

Will our manners go the same way as texting when robotic servants take over?

Much of the talk in the industry is focused on the limited amount of time that screens have left in our lives.

Katja Forbes

Founder and chief, sfyte

Social purpose: Oxygen for your brand health vitals

If trust is the new currency, then we’re in deep trouble. Here's why.

Carolyn Butler-Madden

Founder and CEO, Sunday Lunch

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Avant Loan

CMO's top 8 martech stories for the week - 14 June 2018

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The things who have mentioned are very convincing and will certainly work.

Lunna Walker

Xero evolves to fit a changing marketplace

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Do you need a loan for Business? Debt? school loan? medical loan? Have you been denied of loans in the bank and other companies? then you...

larry

News Corp confirms CMO is out

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Viri VR

Treasury Wine Estates ramps up consumer engagement with augmented reality app portfolio

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akshayv

Branded CEO: The power of the personal

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