Bankwest’s customer and marketing insights team is tapping into an Australian-grown data analytics platform to better track and grasp customer feedback.

Nine out of 10 organisations do not currently have the change management strategy or business processes in place to make their marketing automation and customer experience management ambitions a reality, Deloitte claims.

It’s become the goal of every modern marketer: One-to-one engagement regardless of communication channel or consumer type, and the ability to respond and interact with any customer in a real-time, relevant way.

Organisations may be increasingly striving to become customer centric, but it’s only those who can bridge the gap between desirability and capability that will make it happen in a sustainable way.

New research from Forrester has found 98 per cent of Australian organisations see customer experience as a top 10 strategic priority, yet most are only embracing small step changes rather than transformation.

It’s the burning question for organisations today: How do you shift from being a product-centric organisation to a business that puts the customer at the heart of every decision, advancement and innovation?

Modern marketing for Ticketek is about becoming contextually relevant and treating consumers as people, not a channel.

Australian marketers are increasingly looking to personalise customer interactions but lack a good grasp on the data sets necessary to trigger significant gains as well as fear consumer privacy backlash, new research claims.

Modern marketers are spending half their time managing the complex technology ecosystem supporting digital marketing instead of doing the things they should be doing to personalise customer experiences.

Marketing is adopting an increasingly influential role in customer service due to the rise of customer-centric thinking and digital communications. But the shift is causing friction between the two functions.

Kia Motors Australia has attributed its decision to deploy a new website and new customer experience platform to the need to better personalise online interaction.

Following CMO and CIO's event on Engineering the New Customer Experience, we speak with IBM's vice-president of marketing and communication, Glen Thomas, on what CMOs need to consider when building better customer engagement, and the IT/marketing relationship

Organisations wanting to pay more than just lip service to customer experience not only need executive-level vision, they must win the hearts and minds of every member of staff.

Organisations trying to embrace digital disruption must combine quick, visible wins as well as significant technology investments and cultural change if they hope to achieve long-term and transformation gains, Telstra’s digital chief claims.

A new Optus report has found only 12 per cent of Australian organisations are delivering outstanding customer experiences despite the fact that 95 per cent of consumers will remain loyal to organisations that do so.

If you ask your customers what they think of you, your products and services, they may very well tell you. But what if the people using your products and services were the same ones that had designed them? How would that change their attitudes towards you, and what new ideas might the design process uncover?

Leading Australian CMOs and CIOs joined CMO and CIO magazines and ADMA for our first joint roundtable to discuss the issues around becoming a customer-centric organisation in Sydney on 22 May. The event was sponsored by Adobe.

Opening large data sets up to customers is vital to helping the finance sector sector regain lost trust, according to a panel of industry experts.

More than 100 marketing and technology leaders joined CMO for its first event in partnership with CIO magazine and ADMA, the Association for data-driven Marketing and Advertising, at Sydney's The Westin Hotel on 22 May. Here are our pictorial highlights from the day.

Customer relationships are no longer linear engagements but a series of events often outside the brand’s control which they must become involved in proactively, HP’s global customer strategy leader claims.

While traditional retailers are often derided for their standards of customer service, they have held one advantage over their ecommerce competitors – their ability to put a live person in front of a sales prospect.