It’s not often a digital experience leader tells you he wishes staff could be more like Io, the Jupiter moon transforming itself completely every 12 months. But it’s an apt analogy for the way all of us need to strive to be more adaptive and evolutionary in our approach to customer experience design.

Moving a legacy brand from being product-centric to customer centric has been no small feat for running shoe brand, Asics. But by embracing the challenge with gusto, creating an omnichannel vision and building a tech stack, the company is achieving it on a global scale.

CX is not the same as customer service, nor is it another name for user experience, CRM, technology or digital transformation, according to Gartner VP distinguished analyst, Don Scheibenreif.

​Sunsuper was born in the late 80s in an era when the government was moving towards compulsory superannuation for all Australians as a key pillar in supporting their retirement. Superannuation started as a simple idea that people paid forward their retirement on a regular basis for their working life without relying on a government funded pension.

The top customer experience-focused organisations globally are the ones who recognise they’re the problem, can act boldly, and are even willing to reduce their product lines to make things easier for customers.

Customer analytics is ultimately an exercise in asking the right questions and successful change management, Gartner senior analyst, Melissa Davis, claims. And to get there, you’re better off giving up on a 360-degree of your customers and instead, building a minimal viable customer data view to inform your approach.

​For a company that receives over 200,000 customer responses each year, implementing a voice of customer (VoC) platform can seem more than a little daunting. Add in some 25 different trackers (most companies have two), and the program can become downright unmanageable.

Brands who don’t start embracing trust as a corporate philosophy and proactively protect the interests of their customers will find themselves very quickly out of the competitive running.

Bankwest Stadium has launched a new customer incentives and rewards program, Bankwest Stadium Score, a platform it says will provide insights and improve the experience of sports fans at the stadium.

When you are dealing with holiday makers who expect exceptional customer service, ‘gut feel’ isn’t going to cut it.

​Customer experience (CX) is being superseded by human experience (HX) and it is those companies who recognise this who will have an advantage.

​Domino’s has launched a new AI-powered tool that scans, checks and grades every pizza before it goes out the door to ensure it matches its picture in all Australian and New Zealand stores.

With its margins being squeezed, and increasing customer service expectations, global technology provider, Ricoh, realised it needed to do something different to stay successful.

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.