Customer Experience Management

Strategy

​4 brand leaders building the bridge between marketing and customer service

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.

Digital Marketing

How customer experience is making the difference for Dan Murphy's

​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.

People

Forrester predictions 2020: Link CX metrics to money or lose your job

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.

Measurement & Analytics

Isentia takes reputation analysis mainstream

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.

Digital Marketing

DXC ups its CX game with acquisition

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.

Strategy

10 ways to smarten up your customer experience

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.

Strategy

The pros and cons of self-service CX

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.

Measurement & Analytics

CX: An exercise in constant change and measurement

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.

Strategy

Why data security matters to your CX efforts

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.

Strategy

Confirmit: Talking about a CX revolution

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.

Featured Whitepapers

State of the CMO 2019

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

More whitepapers

Latest Videos

More Videos

Modernization on marketing to promote products and business is really a big leap especially the age of social media. Thanks for sharing s...

Brayden Manchee

How National Tiles used digital personalisation to deliver 15 per cent of revenue online

Read more

Great write-up. I wrote an article about ASMR as well and the top ASMRtists:https://medium.com/illumina...

Dexx Mason

ASMR: Flash in the marketing pan, or something more?

Read more

Nice to be visiting your blog once more, it has been months for me. best mp3 converter

Yolanda R. Skillman

Melbourne Fashion Week: Using digital and insight to drive engagement and attendance

Read more

Typically I visit your web journals and get refreshed through the data you incorporate yet the present blog would be the most obvious bes...

Yolanda R. Skillman

What automated design is going to do to 3D printing and product customisation

Read more

I am overpowered by your post with such a decent theme. best mp3 converter

Yolanda R. Skillman

Report: Accountability key to marketing's influence in business

Read more

Blog Posts

Why direct response advertising is winning this year

In response to the COVID-19 crisis, brands around the globe are going into hibernation and waiting out the ongoing storm. CMOs have dramatically slashed their budgets across every single form of media, digital included.

Sabri Suby

Founder, King Kong

Taking back control of your tech

To win in customer experience, brands need to take back control of their technology.

Michael Titshall

VP, managing director, R/GA Australia

Brands with internal customer insights capability will survive and even thrive

According to The Australian Bureau of Statistics, two-thirds of Australian businesses across all sectors have reported taking a hit to revenue or cash flow due to COVID-19. About one in 10 said they have paused trading altogether. In 70 per cent of cases, this was due to COVID-19.

Pip Stocks

CEO of BrandHook and founder of Hearsay

Sign in