When it comes to creating great experiences for your customers, the whole is greater than the sum of its parts, American Express’ director of digital commerce, capabilities and partnerships, Rob Bourne, claims.

For any marketer that has ever doubted the experience they give to their customers, there has always been one benchmark they would have felt comfortable clearing: No matter how complex their interactions, how tedious their forms, or how long their queues, their experience could never be as bad as dealing with government.

Taking the same proactive, customer-led approach to digital engagement as that offered through its physical bank branches is seeing Credit Union Australia (CUA) transform its website experience.

Data analytics is the key to bringing personalisation back into the way brands engage customers in a digitally driven environment, IAG’s chief customer officer claims.

Human-centred design, behavioural science and customer journey mapping are just some of the tools B2B brand, Kimberly-Clark Professional, is bringing into play in order to improve the experience for its customers.

A recent Forrester study found two-thirds of customer experience professionals believe innovation is a key method of achieving business growth. During a panel session at the Forrester CX Marketing event in Sydney, several CX leaders explored how innovation is now playing an integral part in their daily roles and activities.

Personalisation has become a catchcry for brands looking to meet modern consumer expectations. The question is: What does it take to deliver tailored experiences successfully and reliably?

More than half of Australian consumers have switched providers in the past year due to poor customer service, a new Accenture report claims.

Shifting the focus from engaging customers through a physical product to meeting their modern transportation needs with end-to-end experience management has triggered a major repositioning for car manufacturer, Ford.

Western Australia-based water resources provider, Water Corporation, is looking to bring consistency and unity to its customer engagement approach and has brought on a new multi-channel technology platform to achieve it.

Every customer is a unique individual. So why do so many companies struggle to see them that way?

When you have a customer base that is both young and technologically savvy, it pays to stay at the forefront of customer service technology. This has been the stance taken by Defence Bank, a member-owned bank with 40 branches spread around Australia whose origins lie in serving the needs of Australian Defence Force personnel.

Wealth and financial management provider, AMP, has revealed the transformative changes it’s making to become a customer-centric business in its latest financials, shining a valuable light on what it takes to keep up with customers in the connected age.

Marketing chiefs who haven’t taken control of leading customer experience should be reconsidering their career options, according to Samsung’s former CMO.

Customer relationship management (CRM) technology is a foundation platform for any organisation trying to manage interactions with customers and prospects. With the benefit of hindsight and experience, we’ve asked several Australian organisations what they’d do differently if they could stage their rollout all over again.

In order to succeed in today’s fast-paced world, B2B marketers need to jointly develop a digital vision for their organisation in partnership with the CIO, Avanade’s marketing chief claims.

Gartner claims the list of technologies that help improve and support customer experiences is a long and growing one. But that hasn’t stopped the analyst firm from coming up with a top 10 list of CX technologies seen as increasingly vital in winning the customer-brand battle.

Marketers looking to deliver exceptional customer experiences are increasingly turning to personalisation. But a new report has found most are still struggling to deliver, with less than three in 100 boasting the single customer view needed to turn discrete marketing activities into ongoing, targeted customer engagements.

Tyre purchasing has traditionally been an offline affair in Australia, but JAX Tyres spotted a valuable opportunity to take its business to the ecommerce space. And over the past 18 months, the retailer has rapidly gained a competitive lead in the industry thanks to its digital edge.

Organisations this year will shift towards actionable change through human-centred design as customer expectations become more ‘liquid’, a recent report claims.

The rise of customer-led marketing has thrown a very big spotlight on ways brands not only acquire customers, but also retain them. Understanding how to keep the returning consumer happy is no less a priority for ANZ Stadium’s CMO, who embarked on a two-year strategic member insights and engagement program in order to better understand its members and the services and digital offerings that will keep them coming back and spending more.