Customer Experience Management

Digital Marketing

What blockchain will do to the experience economy

​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.

Digital Marketing

Why design and human-centred design thinking is so important to IBM

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.

Digital Marketing

What's driving The PAS Group's customer engagement success

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?

Digital Marketing

4 things B2B marketers are doing to help drive customer centricity

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.

Leadership

Bendigo Bank rolls out customer-led metrics framework

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.

Leadership

Medibank CEO: We're getting better at customer experience

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.

Digital Marketing

Design thinking: Leading with experience

​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?

Leadership

10 ways Volkswagen’s first chief customer officer is driving a new experience agenda

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.


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Cannes 2017: The Machines Are Here

It’s day 4 in Cannes and among the ever-growing divergent panels, presentations and workshops spanning from one end of the Croisette to the other, there has been a very real emergence of how artificial intelligence (AI) and machine learning needs to fit into the marketing ecosystem of today and tomorrow.

Aden Hepburn

Executive creative director and managing director, VML Australia

Is your content marketing missing the mark?

Does it ever seem like the content you create falls flat on its face or that the leads you’re generating aren’t worth following up?

Dan Ratner

managing director, uberbrand

​ Creating a purpose-driven brand

So you want to be a brand with purpose. But what does it actually mean to build a brand with real meaning?

Paul Chappell

Partner and managing director, Brand + Story

It is interesting. Rebrand is very good. Perhaps they should change the logo to something more modern. For example as it is - https://www...

David Hill

Grace Group undergoes first rebrand in 30 years to unify and contemporise

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Hey Guys, just one small typo that changes a part of the story :“That was a really big step forward for our company because we didn’t hav...

Damian Young

Chobani tastes success with data analytics platform

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This is amazing! Congratulations to Cochlear for continuing to lead innovation in every way!

Chris

How this marketing ops leader is lifting the automation ante at Cochlear

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Interesting case! It seems like universities can also benefit from marketing automation. I've started using getresponse some time ago and...

Aaren

How marketing automation is helping drive CX change at Adelaide University

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Always great to see and read these success stories and the growth of gamification. This story is very warming and can act as an inspirati...

James Doyle

5 tips to boost engagement with gamification from Donut King

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