BT recently launched a 24/7 online virtual assistant ‘Blue’, which supports advisers and their clients seeking immediate responses to common questions, step-by-step guides and connecting people to one of our specialised support teams. The chatbot is learning ‘on the job’ and in a single week has helped over 900 people and responded to more than 2000 queries for the financial services company.

Qantas has trialled the CommonPass digital health app with customers on an international repatriation flight from Frankfurt to Darwin. It follows a successful crew trial last month and comes as the national carrier prepares for COVID-safe international travel to resume from late October.

Insights and analytics capabilities will be a key focus this year, according to the Adobe Digital Trends 2021 report. While digital disruption hit organisations as the COVID-19 pandemic broke last year, it has had a lasting effect on predictability.

Bendigo and Adelaide Bank has highlighted a 4.3 per cent rise in customer numbers and an industry-leading Net Promoter Score in its half-yearly financial results reported today.

Telstra will take back full ownership of all of its Australian retail store network as part of efforts to improve its omnichannel customer game.

Future proofing by making the big transition from physical to digital proposition and engagement has seen Australia lifestyle offer business, Entertainment, embark on simultaneous digital and brand transformation.

​In 2021, brands will need to go further than ever with CX to attract and retain customers and incentivise loyalty. Coming to grips with the newly digital consumer while also finding purpose and empathy to connect with those consumers looking for authentic brands are just some of the challenges. Finding the tools to bridge offline and online will create new challenges, while rising demands for privacy willneed to be balance against the benefits of personalisation.

Learning fast and adapting quickly have become catchcries for Accent Group’s customer experience (CX) team as it gathers lessons from 2020 to take into the festive shopping season and beyond.

A 270 per cent increase in revenue and ability to optimise more than 1 million discrete customer journeys are just a few ways data visualisation is helping Australian marketplace, Oneflare, lift its business game.

Building your organisation’s customer experience (CX) engine is increasingly becoming the prerogative for chief marketing officers. But how you tackle it is a tough ask.

When incoming JAX Tyres & Auto CEO, Steve Grossrieder, took the reins in 2017, he soon discovered the company had been quite good at customer service, yet was lacking the consistency of an embedded customer experience platform and approach.

Commercial kitchen equipment provider, SilverChef, has created its first dedicated executive-level customer role and appointed Wotif Group’s former digital marketing leader to it.

Putting the emphasis on customer and employee experience has not only been Mecca’s most powerful marketing lever to date, it’s led the brand to open its biggest physical store yet in Sydney.

​With 50,000 students studying more than 200 courses across five physical sites and one virtual campus, South East Queensland’s Griffith University is a large and complex organisation to manage.

Three in four Australian consumers believe brands are lying in their marketing communications and more than half are not convinced they’re being rewarded for their loyalty, a new survey has found.

Adobe has acquired work management software vendor, Workfront, for US$1.5 billion in a deal aimed at bringing collaboration management capabilities into its customer experience platform portfolio.

The humble local library, once the domain for school kids and older people checking out a few books, has been transformed into a digital destination, where a customer focus has given rise to improved services and a raft of new digital tools. At least that’s the experience with Casey Cardinia Library, one of Victoria’s largest public library networks.

With Australia entering the uncharted waters of a pandemic-driven recession, it is becoming harder and harder make predictions about future customer sentiment and behaviour. There are signals and trends, however, that are evident today which begin to describe likely scenarios and outcomes. So here are four factors marketers need to prepare for in the post-COVID recession.

Deploying an automated chatbot in less than two weeks, contextualising communications regardless of channel and improving internally efficiencies are just some of the wins for 1800 Flowers after overhauling its customer service approach.

InMoment has launched Experience Intelligence (XI), a new platform that brings together a collection of software and services designed around the concept of owning and improving the key moments in customer and employee journeys.

Human-centred design was once seen very much as a ‘nice to have’ but has increasingly become an essential element to a digital change project. And indeed, it's a key element of the success, or otherwise, of this kind of innovation, says a global expert in the practice.