Artificial intelligence (AI) is behind the success of high-performing customer service teams, according to the latest research from CRM outfit, Zendesk.

Nine out of 10 CEOs agree: Mastering the customer agenda is the primary challenge their organisations face now and into the future. Yet when it comes to actually orchestrating the people, process and technological changes necessary to ensuring an organisation delivers and exceeds modern customer expectations, many are struggling to truly break ground.

These days, most marketers recognise customer experience (CX) is vital for a healthy, profitable brand. But while most marketers want to offer good CX, how best to go about it seems to be the sticking point.

Pharmaceutical wholesaler, Sigma Healthcare, knew it needed to modernise with a renewed customer-first approach. In choosing the new platform to support these aims, however, it was very much a case of evolution, rather than revolution, as any new system needed to fit with its legacy tech while offering a future path for continual development.​

The Coffee Club was facing a situation many brands find themselves in today: Meeting rising customer expectations along with the need to harmonise its customer insights.​

As organisations look to compete on customer experience, it’s to be expected the people, processes and technologies supporting all touchpoints within their customers’ journeys operate more in harmony. And arguably, there are no two more important teams in this picture than marketing and customer service.

​Price Attack has overhauled its brand strategy, re-evaluated its partner network and instituted a data-led customer lifetime value and retention transformation program in order to jump-start company growth.

​Head of data and personalisation at Endeavour Drinks, Andy Sutton, had a very clear remit when he started at Dan Murphy’s 18 months ago: To transform customer experience (CX) in a way that not only drives revenue, but also drives a better outcome for customers.

Leaders in customer experience (CX) gathered at the Oracle Modern Cloud event this week to discuss customer journeys, good CX, and how best to achieve it.

Oracle CX’s CMO, Des Cahill, is heartened to see customer experience (CX) becoming a boardroom priority for business differentiation, he told CMO at Oracle’s Modern Cloud event this week.

High profile IT and marketing leaders joined CMO and CIO magazines along with KPMG for our latest Sydney roundtable exploring how to connect the enterprise to become customer-led. Here are pictorial highlights from the event

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.