Experience-led businesses are putting long-term engagement over short-term wins, investing in a combination of people, process and technology, have more comprehensive leadership buy-in and are seeing stronger revenue and customer wins as a result.

Marketing and customer experience professionals looking to artificial intelligence (AI) to improve their organisation’s customer game are going to have to find a way to work with IT or risk missing out on the real benefits of the emerging technology.

Bankwest has stepped up its use of digital technologies for customer support, launching a new in-app messaging service via its banking app that syncs conversations across devices.

Scoot Airlines has made a significant investment into a voice-of-customer platform and overhauled its customer service and experience team structure in order to make CX its key competitive advantage in the low-cost carrier market.

Becoming a more customer-focused organisation has been one of the best things to ever happen to The Iconic, said COO of the online fashion retailer, Anna Lee.

Customer service is going through one of the most transformative times in history and being turned on its head as organisations look to drive integrated engagement across the customer lifecycle.

​Measuring CX is vital, but difficult, to do, according to Gartner, as there are hundreds of metrics to choose from and various levels within an organisation to which they should be applied.

CMOs looking to implement a customer experience program need to engage with shareholders with the same amount of tangibility as CFOs if they want to ensure CX as a market share growth driver and competitive advantage.

​The broader remit of CMOs to include customer experience (CX) and technology may be hampering their ability to achieve basic marketing requirements, such as brand consistency, according to a recent report.

Telstra is cutting 8000 staff and contractors, slashing customer plans and pricing and creating a new infrastructure business unit in a strategy shake-up it claims will simplify structure and cut costs while improving customer experience.

Companies looking to automate all their customer experience using artificial intelligence (AI) or machine learning are likely to fail at delivering the seamless, post-channel CX experiences customers want.

Behavioural modelling and experimentation have allowed workplace relationships specialist, Employsure, to chalk up a 109 per cent uptake in conversions.

As Camp Australia’s first-ever CMO, Tom Dusseldorp, is on a journey to help lead the traditional 30-year-old bricks and mortar business further and deeper into the world of digital.

​Front-end collaboration with cross-functional partners, closing the feedback data loop and hiring people who want to be customer-led are the keys to successful customer service evolution.

Employee engagement tops the list of major concerns when delivering CX improvement projects, according to a new Gartner survey.

Customer trust is not only vital in an environment where customer expectations are increasing daily and competition is fierce, it is a brand differentiator that could make or break a business. You only have to look at the recent scandals around Facebook or the Australian Banks to see this happening.

SAP is dropping the ‘Hybris’ name and repositioning its portfolio of marketing, ecommerce, service and customer data cloud platforms under SAP C/4Hana as part of efforts to capture the end-to-end customer experience management market.

​Open Universities Australia (OUA) has chalked up its first student enrolment growth in 15 quarters and slashed the time it takes to on-board learning providers following a business transformation and overhaul of its technology ecosystem.

The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their culture in order to find sustainable improvement.

Hyundai Motor Company Australia has accelerated its way from ninth to second position in the ranks of Australian automotive companies for service after overhauling its customer experience approach.

It’s long been known happy employees are more productive and less likely to leave. It is also now becoming increasingly understood employee happiness and engagement play a key role in customer satisfaction.