​Over the last decade, a perfect storm of game-changing technologies have entered the global market, disrupting industries, organisations and people in their wake. There are many who believe blockchain technology could be just as transformative. Specifically, on how we address personal data and identity.

Just how useful is a traditional marketing background in a non-traditional business? And if the answer is ‘not so much’, then what sort of background would be?

Design thinking began in the realm of design, academia and startups. But it’s increasingly gaining favour in the corporate world as a tool and methodology for designing business processes, products and services, problem identification and problem solving and ensuring a more human and customer-centric approach.

Foxtel customers are now able to talk to customer service agents via their mobile app in real time following the pay TV’s rollout of in-app messaging technology.

KPMG has joined the ranks of consulting giants looking to take a slice from the customer-led marketing supplier pie, launching a new marketing advisory practice and acquiring Australian market research firm, Acuity Research and Insights.

Adobe’s workforce has changed by as much as 30 per cent in the past 5-6 years as it builds the agility, capability and diverse thinking it needs for rapid innovation and growth.

Companies with a ‘design seat’ at the highest levels of decision-making, and tout a ubiquitous ‘design thinking mindset’ throughout the company are resonating with customers, according to Forrester principal analyst Ryan Hart.

It’s been some years since every brand on earth decided it desperately needed an app to a forge a ‘meaningful’ connection with its loyal consumers. But with many of those apps now neglected or forgotten in the back folders of consumers’ phones, can apps still create a connection between the brand and its consumers?

Creating new roles and cross-functional teams, developing customer narratives, ramping up investments into data science teams and martech – these are just a few of the big steps marketers from Juniper Networks, Dell, Wells Faro and Blackrock say their organisations have taken to become more customer experience oriented.

Bendigo Bank is rolling out a company-wide measurement framework that it’s head of customer voice says will help every team member better understand their contribution to overall customer experience excellence.

Sky Betting and Gaming UK says investing in Signal’s customer identity platform is allowing it to turn paid media into “display CRM” and finally join the dots between a customer’s journey across paid, owned and earned channels.

Every organisation looking to become a successful experience-led business needs a combination of context, the right experiences in real-time, and technology integration that drives innovation, Adobe’s digital marketing chief says.

Delivering great customer experiences onsite is a mandatory requirement for any successful hospitality business. But how do you do you create that connection once the customer has moved on – or before they have even arrived?

Former NSW premier and treasurer, Mike Baird, has become the chief customer officer of NAB as part of a suite of new executive-level appointments.

Tapping emerging technology and building external partnerships is helping IAG put customers at the centre of its business model and providing the vehicle for future products and services, according to the group’s CEO.

Reducing customer complaints, digitisation, a change to executive incentives and exposing non-customer facing staff to the end consumer are all helping Medibank start to turn the corner on customer experience, its chief executive claims.

​Proving the link between customer satisfaction and employee engagement has become a reality for Volkswagen thanks to a new insights platform.

Carnival Australia is planning to bring its personalised wearable device experience to Australian shores following the launch overseas later this year.

​Marketers spend a lot of their time convincing people to buy their organisation’s products and services. But what if those same products and services were so well designed, they simply sold themselves?

Poor understanding of the connected customer journey across all touchpoints and data utilisation woes means CMOs continue to struggle to deliver on the promise of omni-channel alignment across digital and physical worlds, a new report claims.

Jason Bradshaw was ​appointed Volkswagen Group Australia’s first director of customer experience​ 12 months ago, an executive-level role he claims is also a first for Australia’s automotive industry. The remit: Put the customer front and centre across HQ, as well as its dealership network, making customers the first, second and third priority behind every business decision.