Oracle’s acquisition of NetSuite will give the enterprise software giant the ability to scale down to SMB marketing teams, but the deal is ultimately an attempt to own the end-to-end customer management workflow, one industry commentator claims.

Adopting a lifecycle marketing approach has seen Australian make-up manufacturer, Nude by Nature, overhaul its data and customer management platforms and build its own marketing technology stack.

NAB is creating three chief customer officer roles to oversee all aspects of its banking and finance offering as part of a new restructure revealed today aimed at simplifying executive lines and improving its customer centricity.

The NSW Department of Education’s ambitious plans to make core online information services a seamless, customer-first experience for teachers, parents and students is seeing the group increasingly embrace human-centred design.

Forrester Research identifies three key ‘Es’ lying at the heart of good customer experience: Effectiveness, ease and emotion. And according to principal analyst for customer experience, Ryan Hart, emotion is by far the biggest contributor to how people feel about brands.

​The gravitational centre for how organisations need to think about customer relationships has moved to customer service, according to Zendesk’s global chief.

A great Voice of the Customer (VoC) program plays a pivotal role in improving customer experience and creates greater empathy among employees. But what does it take to get it right?

A digital communications overhaul aimed at improving the way Vision Australia staff collaborate has also delivered a host of customer services benefits since its launch.

The Good Guys has struck a partnership with online services marketplace, Airtasker, to launch a new digital platform aimed at better connecting customers with its installers.

South Australia's largest automobile club, the Royal Automotive Association (RAA), has launched 'myRAA', a new mobile app that extends its More for Members program and aims to boost customer experience and member loyalty.

The lure of technology can be a tempting one for retailers, with its promise of data-rich platforms generating deep customer insights and new fulfilment capabilities. But when your proposition is built around offering a great instore personal experience, how do you translate that into the somewhat soulless environment of online?

Gaining insight into why customers are opening a new account or purchasing a product has become a reality for Bendigo and Adelaide Bank thanks to the latest advancements in its customer analytics toolkit.

Customer experience is all about achieving intimate moments with a customer in a relationship-driven way, according to IAG’s channel marketing leader. And to do that, you’re going to need integrated technologies, content, clean data and a serious commitment to operational change.

Capgemini has brought its international digital service design consultancy to Australia aimed at pooling its digital and user experience expertise into one client offering.

Tracking consumers in real-time, zero-click ordering and delivering pizzas via artificially intelligent robots are just some of the latest innovations underway at Domino’s.

It’s not often you hear of any company, let alone an insurance giant, tapping into the razzle and dazzle of movie making to get employees behind a new business initiative. But that’s exactly what IAG is doing as part of a program of work to raise awareness of customer experience painpoints and how to solve them internally.

Engagement is the name of the game for modern marketers, and digital connectivity, data and technology are opening new doors to building customised experiences with prospects and customers.

Trust is the new currency for engaging with today’s self-obsessed consumer and brands will need a combination of credibility, reliability and intimacy if they’re going to win them over.

Marketers continue to make the mistake of telling customers what they can get instead of allowing them to drive the conversation.

More than ever before, businesses are moving towards cloud-based solutions in an effort to streamline the customer journey and boost engagement.

Like many of his Australian marketing leadership peers, Bupa’s marketing director, John Moore, is on a mission to up his brand’s customer experience game. And to do this, he believes a CMO must become the ultimate internal communicator.