Customer Experience Management

Measurement & Analytics

What's driving the rise of text analytics and its role in CX

When Norman Peledeau first began developing text analytics software 20 years ago, he could barely get a meeting with potential commercial clients. Now he finds himself at the helm of a company developing one of the essential tools of the social media age.

People

CBRE CX chief: Why the job is about remediating pain points

For Shelley McDowell, director of customer experience at CBRE, some days the customer is the building owner or landlord. On others it is the building’s tenant organisation. Then there are the people who actually work in buildings.

CMO launches CMO CX, customer experience maturity assessment tool

​There’s no doubt digital disruption has led us all into a new era of experience, where customer engagement is the only true competitive advantage. And in the face of such transformation, the role of CMO as chief customer custodian has never been more important.

Strategy

How Aussie brands are bringing personalisation into CX

Personalisation is a cornerstone of delivering relevant and real-time experiences to customer that count. In our latest Food for Thought series with leading marketers, we asked three brands: What does personalisation mean for your marketing mix and how does it drive better customer experience?

Measurement & Analytics

How to: 7 steps to building the ultimate CX dashboard

Putting customer experience insights into the hands of your marketing team can add significant value to the marketing mix. But without the right foresight, these reporting platforms can easily end up an ineffective, confused or unhelpful mess.

People

Booktopia CX chief: Getting to know the customer better

While much of the Australian retail landscape has worked itself into a lather this year thanks to the onshore arrival of Amazon, for one local company, the US-based giant has been a factor in its life since the very beginning.

Digital Marketing

Building a robust digital customer experience

Too many organisations are still suffering from a disjointed approach to customer experience as they look to digitise their businesses, OpenText’s CX expert claims.

Digital Marketing

How video is helping this insurer deliver on engagement

It’s not always possible for a brand to provide personalised contact through every engagement with a customer. But for workplace injury insurance provider, Employers Mutual Limited (EML), it may have found the next best thing.

Featured Whitepapers

Closing the Loop

Saving Relationships By Effectively Resolving Customer Issues

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Blog Posts

The great unlearning: How brands can assist with the adoption of voice

Mainstream adoption of voice technology will be all about what consumers are learning not to do.

Ash Mustchin

Director, digital and experiences, Principals

Why getting intimate is key to creating a great customer experience

According to CMO’s State of the CMO 2017 research, 83 per cent of CMOs believe customer experience to be central to their role. An interesting stat considering few of us experience great brand experiences.

Pip Stocks

CEO and founder, BrandHook

Creating the ultimate customer-centric environment in 2018

All businesses today that are serious about being successful have adopted a customer-centric environment.

Katja Forbes

Founder and chief, sfyte

'to lesson screen time'LOL someone needs a lesson on how to lessen typos.

Andrew Ward

Golden Circles invests in content play to drive brand purpose

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Hey Nadia, interesting read. We have all read about what your chatbots should offer or have but haven't came across with anything about w...

Ashish K Jain

What not to do when building chatbots and voice-based brand interactions

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There are some many other great solutions compared to the ones you listed here. Our clients left some of those and switched to MARA (getM...

Alexandru Rada

CMO's top 10 martech stories for the week - 9 June

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Charming Shane. You know this is a public forum, right ?

Peter Strohkorb

​CMO Interview: Why aligning sales and marketing drives innovation at Konica Minolta

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I agree customer intimacy is a great way of creating better customer experience. Especially in the Insurance and Financial industry. Her...

Jessicalopez1989

Why getting intimate is key to creating a great customer experience and optimising customer value

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