The customer feedback management (CFM) market in the Asia Pacific is growing as more marketers see the technology as vital to transforming customer experience (CX).

For many organisations, the emergence of digital channels necessitated creation of an entirely new business function to support them. A key question then is where to house that function – within marketing, IT, operations, customer, or someplace else?

​An aggressive four-month transformation program has delivered Sydney Olympic Park Authority (SOPA) the streamlined systems, customer journey roadmap and data foundations vital to fulfilling its 2030 masterplan for a revitalised residential and events destination.

AGL has confirmed the departure of its chief customer officer, Melissa Reynolds, later this month after an 18-month stint.

Getting a better handle on customer service and matching rapid business growth with a stronger reporting and response approach has led Showpo to deploy a new platform in just seven weeks.

Providing exceptional customer service is often spoken of in a consumer context, but it is wise to remember business customers are people too.

SAP’s US$8 billion acquisition of Qualtrics will help the enterprise software bolster its experience management credentials short term, but analysts are questioning the wider data integration play necessary for the vendor for long-term competitive edge.

​It’s time for organisations to stop decorating their customer experience and start renovating the foundations, Forrester’s senior CX analyst says. ​

In an era where making things easy for the customer has become paramount, it is not surprising to see many brands turning to chatbots to resolve customer queries quickly.

SAP has swooped to purchase Qualtrics for US$8 billion, just as the software-as-a-service survey platform was preparing for an IPO.

ME Bank’s Ingrid Purcell is one of an increasing number of marketers whose roles have morphed into holistic customer experience responsibility. It’s a shift that’s seen her take on accountability for designing the entire customer journey, not just focusing on traditional marketing areas, over the past year.

Rachael Powell’s job title tells us all we need to know about marketing right now. As chief customer, people and marketing officer at Xero, she is the embodiment of the evolution of marketing and how, in order to achieve true connection with the customer, trust must occur from the inside before it can go out to the customers.

​Customer experience is crucial for brands moving into the future, as consumers become less interested in products and more interested in experiences.

Harnessing digital platforms and AI for customer experience, breaking down situational thinking and embracing journey-based thinking, and finding a north star for engagement are just some of the ways Mercer and Gartner see organisations building better customer experiences.

Doing good is just part of doing business today for Unilever and Marriott, which featured in the Dreamforce keynote as examples of putting customers at the centre of business.

NAB is appointing its first chief customer experience officer, waving goodbye to its retail and wealth chief, rebranding its customer products and services division, in an executive leadership restructure it says will help put customers first.

Few airlines are lauded for their levels of customer service. Fewer still have customers who tattoo the airline’s logo onto their bodies.

It’s the combination of great technology and people that will give organisations the means to deliver personalised experiences that actually meet customer expectations, AGL’s chief customer officer, Melissa Reynolds, claims.

Medibank’s fortunes are rising thanks to a “substantial turnaround” in customer advocacy and retention, driven by consistently delivering a better customer experience, more value and recognising customer loyalty, according to CEO Craig Drummond.

Freshworks CEO and founder, Girish Mathrubootham, is on a mission: To build the ultimate, all-encompassing customer engagement management platform.

Increased sales conversion, more efficient customer service support and better business decision making are just some of the benefits Progressive Direct claims it’s experiencing after overhauling customer management systems internally.