In Episode 10 of this new podcast series, BrandHook MD, Pip Stocks, talks with Country Road GM of brand and customer experience, Col Kennedy, about how brands enabling teams to support the customer no matter what they want to achieve is vital to the engagement equation.

Making employee experience as important as customer experience, and linking data to both marketing intelligence and consumer emotion are crucial steps brands must get better at to deliver great customer experiences.

In Episode 9 of this new podcast series, BrandHook MD, Pip Stocks, catches up with VicSuper executive manager of marketing, insights and experience, Sara Daymond, about why there’s no point only progressing something around the edges if you want to truly improve your customer experience, and how seamless interaction is vital to success.

In Episode 8 of this new podcast series, BrandHook MD, Pip Stocks, talks with Meridian Energy Australia and Powershop Australia CEO, Ed McManus, about the importance of creating easy and quick experiences for customers - and being honest about what you can truly deliver as a brand.

NAB has launched a virtual chatbot aimed at helping business customers better answer common banking queries online.

Delivering on your promises lies at the heart of authentic customer experiences and that’s exactly what the CX team at banking giant, NAB, is striving to do.

​Brands that don’t start contextualising around the consumer in real time through ‘living services’ are at risk of being disintermediated by 2020, Reckitt Benckiser’s chief digital officer claims.

Marketo’s new partnership with Google Cloud will not only improve the scalability and reliability of the marketing automation and engagement platform, it could also give the martech landscape a shake-up, analysts claim.

A business that cares about its customers is an easy thing to say; it’s much harder to do.

Walled gardens such as those built by Google, Facebook and Amazon are the deepest threats to another brand’s customer data and survival, martech guru, David Raab, claims.

​A lift in episodic as well as strategic Net Promoter Scores (NPS) is proof Telstra is acting on its number one objectives of putting customers first, CEO, Andy Penn, claims.

Gourmet Garden is forging ahead with a design-led strategy and overhauling its food production and design, packaging, distribution and marketing strategy all in the name of better brand connections with customers.

Rising expectations around customer experience is a common topic of conversation among consumer-facing brands. But as consumers come to expect faster delivery, greater personalisation and a more enjoyable overall purchasing experience, even the far reaches of the B2B industrial sector is starting to notice the difference.

Customer engagement vendor, [24]7, has acquired KPMG’s Australian grown customer journey analytics technology as part of efforts to more holistically address the customer experience management challenges brands face.

​If there’s one thing you should know about innovation, it’s that you can’t do it alone, IAG executive GM of innovation, James Orchard, says.

Gumtree Australia is taking the wrappers off its biggest “customer driven rebrand” in ten years, revealing a new look and major changes to website functionality.

Consumers still want the human touch, even in a time of great technological innovation, but they also want choice. So it’s organisations that unite voice with automated experiences across the spectrum of interaction channels that will keep the most customers in the future.

Virgin Mobile has brought on digital transformation consultancy, Datarati, to implement and manage its marketing automation and CRM business as well as assist with ongoing campaign management.

​Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments.

One of the mistaken beliefs people have around digital transformation is that recruiting for skills and experience is more important than having internal talent, AGL’s chief sales and marketing officer, Sandra de Castro, claims.

Historic galleries are under more pressure than ever to meet new audience and stakeholder expectations. Even such a highly engaged venue as the Art Gallery of NSW (AGNSW) has slipped from a top 20 global art listing. But while bringing digital change can be challenging, AGNSW’s director of public engagement, Jacquie Riddell, said the decision to invest in the right tech stack is starting to generate positive stakeholder outcomes, help boost engagement and drive internal efficiencies.