Customer Experience Management

Digital Marketing

AustralianSuper launches chatbot, live messaging

AustralianSuper has launched its chatbot, ‘Ash’, following the soft launch of its in-app messaging platform in December last year, which has seen more than 50,000 messages sent, and the achieving a 92 per cent overall customer satisfaction rate.

People

How to design a customer-driven culture

There’s no doubt leading organisations have recognised customer experience is vital to future-proofing a business. But CX doesn’t all happen at the customer service end of the buying cycle. Increasingly, organisations are realising to offer great CX, a customer-driven culture must be behind every aspect of interaction.

Strategy

How Westpac NZ is working to service its CX ambitions

It sounds ridiculously ambitious for a big four bank to become one of the world’s great service companies, but that’s just what Westpac NZ is trying to achieve, and it has the CX management technology to prove it.

Strategy

Building CX in the Botanic Gardens Sydney

When seen on a map, Anthony Dunsford’s responsibilities appear as a few hundred hectares of open space. But in 2017, that open space attracted over 40 million visits.

Measurement & Analytics

UBank’s AI vision expands with rollout of RoboBrain

UBank’s CMO says the launch of RoboBrain, a hyper-personalised cognitive assistant, is dramatically improving customer response times and a massive leap forward in the bank’s AI journey.

Measurement & Analytics

Choosing the right CX metric

With so many organisations now focused on improving the experience they provide to customers, it’s not surprising to see multiple methods have emerged for measuring the quality of that experience.

Customer Experience Management

AirAsia uses Salesforce to revamp customer service and marketing

Air Asia will partner with Salesforce as the airline revamps its customer care across eight countries. As part of the revamp, AirAsia will deploy Salesforce Sales Cloud, Service Cloud, Marketing Cloud, and Community Cloud to provide a 360-degree view of customer cases for its service agents.

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Blog Posts

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

Customer experience disruption: Healthcare faces a bitter pill

Over the past decade, disruptors such as Amazon, Apple and Australia’s Atlassian have delivered technology enhanced customer experiences, which for the most part, have improved customers’ lives and delivered unparalleled growth. Can they do the same for healthcare?

Alex Allwood

Principal, All Work Together

How can a brand remain human in a digital world?

Some commentators estimate that by 2020, 85 per cent of buyer-seller interactions will happen online through social media and video*. That’s only two years away, and pertinent for any marketer.

James Kyd

Global head of brand strategy and marketing, Xero

https://bit.ly/2qLgzmR Transform your life a proven digital blueprint

Okitoi Steven

How this banking group tackled a digital marketing transformation

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Its great to hear that companies including JCDecaux, oOh!media, Omnicom and Posterscope Australia have all partnered with Seedooh inorder...

Blue Mushroom Infozone Pvt Ltd

Out of home advertising companies strive for greater metrics and transparency

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Much ado about nothingAnother fluff piece around what it could possibly do rather than what it is doing

gve

How AMP is using AI to create effortless ‘experiences’

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is it true that Consumer expectations are also changing as a result. If we trust someone with our data there is also an expectation that ...

Sunita Madan

Society will decide where digital marketing takes us next: Oracle

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This Blog is Very interesting to read and thank you for sharing the valuable information about Machine Learning. The information you prov...

johny blaze

What machine learning has done for the Virgin Velocity program

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