Chatbots are increasingly deployed by brands as another important channel of customer contact. BT’s Autonomous Customer 2020 research found chatbots are one of the new tech tools, along with phone and email, plus real human agents, that customers want when contacting a company.​

A customer segmentation program gleaning the underlying motivations of flybuys members has not only been a strong tool during the crisis, it provides the key to responding in the new normal, says the group’s customer chief.

Customers want phone, email and online help, plus new tools like messaging and chat bots with help from real human agents, according to BT’s Autonomous Customer 2020 research. The report said, while technologies come and go, the message from customers is unchanged: Make it easy, make it secure and we will reward you.

Two new digital solutions to help clients respond to physical distancing restrictions as a result of the COVID-19 pandemic have become the first big outcomes of Datacom's decision to invest in a fresh customer experience management approach.

​NBN Co, operator of Australia’s national broadband network (nbn), has taken its customer ambassadors online with a new virtual offering designed to replace the face-to-face time lacking during COVID-19.

Looking to create a point of difference on customer service, health fund, Bupa, has launched a WhatsApp messaging channel that customers can use instead of waiting on hold.

As an energy wholesaler, Jemena is one step removed from electricity and gas users. But wanting better visibility of customers, the B2B company decided to adopt an entirely new customer experience (CX) platform.

Loyalty program members are increasingly interested in rewards for social good, according to the 8th annual Australian customer loyalty and loyalty program research study, For Love or Money 2020.

Thousands of WW’s (formerly Weight Watchers) A/NZ members have made the switch from face-to-face studio engagement to virtual workshops after the company translated its physical engagement offering to digital globally in just five days.

Greencross CEO, George Wahby, is a great believer in focusing all your organisational energy on providing the best customer experience you can. Which is exactly what the company has been doing to navigate its Petbarn and Greencross Vet clinics and hospitals through the COVID-19 crisis.

In times of crisis, uncertainty and complexity, we all seek reassurance from the businesses and institutions supporting us. And as the COVID-19 pandemic hit, one channel customers sought such reassurance from is the humble call centre.

It’s brands that can balance resiliency with innovation that will be better off when we come out of the COVID-19 crisis, Greater Bank’s marketing chief says.

Customer loyalty programs have become a ubiquitous aspect of brand marketing, adopted as much for their efficiency in harvesting customer data as for their ability to keep customers buying. So what value does a loyalty program hold when a customer can no longer transact? And how can a brand ensure its loyal customers are still loyal once restrictions are lifted?

Ever heard that saying, “Necessity is the mother of invention”? Well, the COVID-19 crisis is the very mother of situations organisations and marketers must innovate their way through right now.

The Federal Government's recently released official Coronavirus Australia app utilised human-centred design principles to ensure it could satisfy a diverse customer experience, according to Delv, the Canberra-based technology outfit that created it.

Enterprise, consumer brands remain at the forefront of customer journey orchestration adoption and journey innovation according to a new study.

Customer journey design at Medibank has transformed from products and interaction plotting to acting on personalised health moments thanks to a customer technology transformation.

The emergence of service-based delivery models in what were previously product sales categories has been one of the key sales trends of the 2010s.

Salesforce’s Sydney event kicked off with a discussion around the future of marketing and what high-performing brands are doing to lead marketing now and into the future.

Customer feedback management (CFM) platforms and are becoming increasingly crucial in the martech stack and vendors including Clarabridge, Medallia, InMoment, Qualtrics and Confirmit are leading the way​.

Like any brand today, the constant re-upping of customer experience (CX) is vital to succeed in hospitality. And as StayWell expands into a new luxury category with its Prince Akatoki brand, it is hoping its CX will do just that.