Emma McRobert had been in the US looking for a new messaging platform for the Optus customer care website when she learned about an idea that would revamp the company’s entire contact centre model.

As we usher in 2022, CMO asked the industry to share their top predictions around customer experience capability and culture, from the tech innovations driving its advancement, through to communication trends, measurement and the very human elements required in every CX approach.

Shifting from product availability to perfect order metrics is just one of the ways Coles has improved its customer emphasis internally and as a consequence of rapid digitisation during the pandemic.

Debuting a physical De’Longhi experience centre is the latest step by the coffee machine manufacturer to deliver better customer experiences around the art of at-home coffee making, says its marketing director.

More than one in five customer experience (CX) leaders are facing a disconnect between KPIs and metrics with marketing counterparts, hampering alignment and consistency across an organisation’s customer approach.

As one of Australia’s oldest theatrical institutions, Theatre Royal Sydney might sometimes take its cues from theatre houses of New York and London, staging shows like Alanis Morissette’s Jagged Little Pill. But audiences could be surprised to learn this also extends to how it manages customer relations.

Making contact with thousands of prospective donors on Bandanna Day and raising more than $180,000 to support young people affected by cancer is just one outcome of Canteen Australia’s data and technology overhaul.

Automotive publishing group, CarExpert, has brought on former Volkswagen customer experience leader, Jason Bradshaw, as its first chief experience and innovation officer to spearhead customer growth efforts.

CMOs and chief technology officers must focus on hybrid customer experiences - physical and digital – to deliver growth, according to the latest report from Forrester Research. And the way to achieve this is to align their teams and collaborate on a united marketing and tech strategy.

Inspiring tales of brands adapting to digital acceleration and reimagining CX are the positives to come out of tough COVID conditions, says Adobe’s vice-president and managing director for Australia and New Zealand, Suzanne Steele

A Net Promoter Score of +74 and 30 per cent year-on-year growth are just some of ways BizCover’s transformative investment into personalised and increasingly automated customer service and marketing has delivered.

Want to transform your company’s customer and digital technology stack? Then don’t scrimp on strategy, expect more costs than you originally anticipated, put data at the centre of investment and make sure robust governance frameworks are in place.

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.

elstra’s customer loyalty rewards program, Telstra Plus, will be scaled out into a full sales and marketing channel, while predictive analytics and omnichannel choice will become key mechanisms in personalised engagement under the new T25 strategy released by the telco today.

There are a lot of insights out there into customer experience maturity across organisations today, but what about state of customer leadership itself? Just what does it mean to be a customer experience manager or leader today, what’s the remit, role and sphere of influence? And how do you gauge success and impact?

Bailey Nelson has seen online sales conversion lift by 400 per cent in Australia and more than 600 per cent in Canada off the back of an innovative virtual reality-based try-on solution for spectacle wearers.

Ever-increasing competition in products and services means brands must appeal to customers on every level to maintain their loyalty.

Responsiveness, frictionless experiences and transparency around consumer data use are hefty customer experience considerations for Australian consumers. Yet most organisations they’re dealing with aren’t living up to expectations, a new report has found.

A one-minute customer feedback system that helped drive a 15-point Net Promoter Score (NPS) improvement across Nando’s UK operations has now been rolled out across Australia and New Zealand.

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.

Businesses achieving high Net Promoter Scores (NPS) are invariably gratified by this single number. But arguably, there has been some blind trust as to how significant this figure is on the bottom line.