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.

Artificial intelligence (AI) is behind the success of high-performing customer service teams, according to the latest research from CRM outfit, Zendesk.

Nine out of 10 CEOs agree: Mastering the customer agenda is the primary challenge their organisations face now and into the future. Yet when it comes to actually orchestrating the people, process and technological changes necessary to ensuring an organisation delivers and exceeds modern customer expectations, many are struggling to truly break ground.

These days, most marketers recognise customer experience (CX) is vital for a healthy, profitable brand. But while most marketers want to offer good CX, how best to go about it seems to be the sticking point.

Pharmaceutical wholesaler, Sigma Healthcare, knew it needed to modernise with a renewed customer-first approach. In choosing the new platform to support these aims, however, it was very much a case of evolution, rather than revolution, as any new system needed to fit with its legacy tech while offering a future path for continual development.​

The Coffee Club was facing a situation many brands find themselves in today: Meeting rising customer expectations along with the need to harmonise its customer insights.​

As organisations look to compete on customer experience, it’s to be expected the people, processes and technologies supporting all touchpoints within their customers’ journeys operate more in harmony. And arguably, there are no two more important teams in this picture than marketing and customer service.

​Price Attack has overhauled its brand strategy, re-evaluated its partner network and instituted a data-led customer lifetime value and retention transformation program in order to jump-start company growth.

​Head of data and personalisation at Endeavour Drinks, Andy Sutton, had a very clear remit when he started at Dan Murphy’s 18 months ago: To transform customer experience (CX) in a way that not only drives revenue, but also drives a better outcome for customers.

Leaders in customer experience (CX) gathered at the Oracle Modern Cloud event this week to discuss customer journeys, good CX, and how best to achieve it.

Oracle CX’s CMO, Des Cahill, is heartened to see customer experience (CX) becoming a boardroom priority for business differentiation, he told CMO at Oracle’s Modern Cloud event this week.

High profile IT and marketing leaders joined CMO and CIO magazines along with KPMG for our latest Sydney roundtable exploring how to connect the enterprise to become customer-led. Here are pictorial highlights from the event

One in four customer experience (CX) professionals will be out of a job in 2020, according to the latest Forrester 2020 predictions. But don’t read that as a sign interest in CX is waning: On the contrary, the level of c-suite and high-level CX managers is set to increase.

Convenience, personalisation, and experience will be the key brand differentiators as a new generation of consumer enters the picture.