One in four customer experience (CX) professionals will be out of a job in 2020, according to the latest Forrester 2020 predictions. But don’t read that as a sign interest in CX is waning: On the contrary, the level of c-suite and high-level CX managers is set to increase.

Convenience, personalisation, and experience will be the key brand differentiators as a new generation of consumer enters the picture.

Isentia has launched a new form of reputation analysis, which blends organic social media conversations and survey data to provide a more comprehensive view of what the public says, thinks and feels about an organisation.

DXC Technology (NYSE: DXC), an end-to-end IT services company, announced it has acquired Bluleader, an Australian consulting company focused on delivering customer experience (CX) solutions.

Sure, marketers have heard of customer experience (CX) and how important it is to differentiate a brand. But few know how to effectively implement it, or even where to start.

Context, control and convenience are vital if retail brands are to build customer experiences that meet expectations, Adyen's commerce chief says.

It’s one of the big lessons Mark Reinke took away from his 12 years in marketing at Suncorp: Focus on your customers and the long-term value for them, not what you’ll get from them.

Three of Australia’s most dynamic brands sat down to discuss customer experience (CX) and why it is so vital at Twilio’s Engage event in Sydney this week.

Ask a consumer, and you're likely to hear telcos are not particularly good at customer experience (CX). However, Optus is making the effort to change all that.

A redesigned website, fresh insights into competitive opportunities and growing audience engagement and conversion are just some of the wins Finder is having after investing in a new brand and consumer experience measurement platform.

Picture a Venn diagram containing the words ‘fast’, ‘cheap’ and ‘good’ in three separate circles. Conventional wisdom suggests the best any organisation can hope to achieve when designing a product or service is two out of three. If you want something fast and cheap, it won’t be good, or if you want something good and fast, it won’t be cheap, and so on.

Measuring the impact of customer experience programs of work on the customer, business and resources is vital in the ever-important quest to keep up with market expectations, Forrester's senior analyst, Riccardo Pasto, says.

As data moves to assume a central role within business in the digital era, its importance to marketing and customer experience professionals has never been greater. But nor has the need to ensure the security of such data.

Customer experience evolution is much like the career of UK iconic pop band, the Beatles: You need to iterate and adapt if you're to keep up to date.

It’s easy to get growth when the macro-economic environment and consumer sentiment is strong. But it’s the tougher climates like the one banks are facing now that are the most rewarding and prove the mettle and magic of marketing, says NAB’s Suzana Ristevski.

The key role of marketers is to not only keep up with changing consumer expectations, but bring that external view into their organisation in order to help both grow and retain relevance, Bankwest’s executive GM of customer experience says.

Customer experience in Australia is good but not great, according to consumers surveyed for the 2019 KPMG Customer Experience Excellence report. The brands leading on customer experience are community-led, values-driven and rate higher than brands focused solely on building their customer base, according to the report.

Nestlé Australia and InSites Consulting's chatbot research experiment has just secured top honours at the Australian Market and Social Research Society (AMSRS) national conference, winning the Best Paper Award.

Consumers are bombarded with thousands of brand messages every day. Which makes it increasingly important for marketers to understand the complete brand experience and have rich, actionable insights through a broad array of data.

Confirmit has appointed Andrew Farries, former customer strategy leader at National Australia Bank, as director of customer experience (CX) consulting in Australia.

More than 300 Optus employees have already completed at least one class within the telco’s new CX Academy since its launch five months ago.