You’d be forgiven for believing technology and digital connectivity have de-personalised the way banks connect with customers. But for the CMO of Consumers Credit Union USA, Lynne Jarman-Johnson, technology is vital to delivering better customer experiences and in turn, brand intimacy.

Telstra’s newly installed CEO, Andrew Penn, has reiterated the telco’s commitment to putting the customer at the heart of everything the company does during his first official speech since being appointed.

Customers are increasingly in charge of their own purchase experience, making it vital that brands invest in digital technologies to help guide and manage those expectations, Isuzu’s new CRM and digital marketer claims.

The future of customer engagement will see roles such as director of sales and marketing removed in favour of cross-functional teams and empowered employees that deliver ‘digihuman’ experiences, according to Bain and Company’s customer experience expert.

Understanding business technology is no longer optional for marketers, it’s imperative if they’re to meet modern customer experience expectations, according to Ansell Asia-Pacific marketing director, Mitchell Mackey.

Australian marketing leaders know they must become more customer-centric but many are fighting a corporate pace of change that’s too slow and a fear of failure.

Innovation requires creativity but won’t succeed unless it’s also backed by strong execution, consumer focus and a change-ready company culture, Ergon Energy’s group manager of retail customer experience and marketing claims.

Successful data-driven marketers are increasingly turning to first-party data to improve customer intelligence and lessening their reliance on third-party data sources, a new report claims.

Tyre, roadside assist and insurance company RAC has integrated eCommerce and Sitecore technology to support members finding, purchasing and booking their tyre replacement services at RAC Tyres.

Marketers have long struggled with the challenge of engaging customers across channels, but an updated version of Salesforce's Marketing Cloud could help.

A recent report published by Forrester has shown major brands in Australia are giving customers a below-par online user experience compared to their global counterparts.

Australian’s love of live experience is being picked up by brands as a means of growing their connection with customers and boosting revenue.

As interactions between brands and consumers become automated, and as businesses streamline and mechanise processes, humanity and honesty become even more vital to customer success.

Australian organisations are chasing digital opportunities but failing to respond quickly enough to always-on consumers, raising the risk of customer churn, a new report claims.

Having a loyalty program will give Expedia the systems and data it needs to drive a new level of personalisation and high-value customer engagement, according to its MD of customer experience.

Organisations can’t just treat digital as a piece of technology and expect it to work, they have to understand and embrace digital change at a leadership, structural and cultural level, Optus’ customer chief claims.

Are CMOs threatened by chief customer officers or becoming them? We talks to CEOs, CMOs, industry experts and customer chiefs to find out why the role is becoming so important and whether marketers should be afraid or looking forward to it flourishing.

Marketing and customer engagement leaders from retail, financial services and B2B sectors gathered in Melbourne on 21 May for CMO's latest roundtable on utilising customer insights, sponsored by SDL. Here are pictorial highlights from the event.

There's been a flurry of speculation that Salesforce.com could be up for sale, but an alternative line of thinking points to a deal with Sage Group as the explanation for the team of lawyers Salesforce recently hired.

A new artificial intelligence project aimed at identifying the brand behaviours and practices that irritate customers the most is being launched in Australia and New Zealand.

Woolworths has detailed a three-year strategy which it claims will transform the organisation into a customer-first business and help neutralise its competitors.