Aiming for bigger and better digital experiences could well be a double-edged sword for marketers and in fact lead to poorer experiences for customers, Riverbed's CMO says.

Telstra has officially taken the wrappers off its new tier-based loyalty program giving customers the opportunity to earn points and rewards based on spending.

The more brands invoke the unmet, unarticulated needs of consumers by showing empathy, the more they will innovate.

Measuring commercial success in retail must shift away from traffic and conversion rates to how many customers you have relationships with and how you retain those customers in a way that’s relevant to them.

A real-time customer data engine and platform, Customer Experience cloud improvements, a new Commerce Cloud and integration of Marketo into Marketing Cloud are among Adobe’s latest efforts to deliver the customer experience management vendor of choice to enterprises.

Brand owners often talk about their brand having a personality. Some are sassy, others are authoritative, and a few are cheeky. But when it comes to bringing the brand to life through a chatbot interface, focusing in on the personality might be the last thing you want to do.

All the latest martech and adtech news this week from OneTrust, SugarCRM, Asana, Qualtrics, Kantar, Impact, Exogroup, and Altibase.

Organisations are fast shifting from the ‘pioneering’ phase of testing artificial intelligence (AI) applications into implementation as a way of digitally transforming their businesses, IPsoft’s chief commercial officer, Jonathan Crane, believes.

Putting creativity and machine learning into the same sentence might seem like an oxymoron, but it’s only by combining both that brands will harness artificial intelligence for customer engagement success.

Experience is the new brand, and customer and employee experience are vital for the continued success of any business.

​A dynamic and responsive approach to ecommerce fulfilment has not only allowed Coopers Brewery to grow online sales of beer home-brewing kits, it’s also opened up a wealth of insight and capability cementing customer loyalty.

The report has been tabled and the 76 recommendations are in. And there are a few clear lessons on what many have recognised are keys to ensuring your organisation is customer-led, from the very top to the very bottom and everywhere inbetween.

In recognition that employee experience is directly linked to customer experience (CX), Nestlé has implemented Workplace by Facebook to break down barriers and build a more collaborative workplace.

Customised training programs driven by client insights, company-wide experience awards and more personalised services are just some of ways real estate group, Harcourts International, is utilising a new customer experience platform for business growth.

Bankwest customers to have adopted the financial institution’s Halo ring are now undertaking more than a quarter of their purchases via the wearable device.

Xero has today launched its new My Cases feature within Xero Central, which uses machine learning to personalise content and speed up response time, for a better customer experience (CX).

Profitability is set to replace customer experience as the chief marketing officer’s number one strategy priority in the next three years as the state of data and technology matures and consumer behaviour shifts further, a new report claims.

Singapore’s Scoot Airlines has seen its customer satisfaction ratings improve and is now rolling out an employee experience management component off the back of significant strides in its customer experience approach.

You can't talk about marketing today without the conversation steering to artificial intelligence or machine learning. Once touted as a silver bullet for data collation, analysis, as well as customer service, AI and ML have grown past the original hype and smart marketers are using them as a way to amplify human intelligence, rather than as a replacement for it.

Medibank recently underwent a digital experience transformation, a move that's resulted in the My Medibank app becoming the highest-rated private health insurance app in the Apple Store in June 2017 and led to a raft of other benefits.

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).