Safety, security, transparency and reliable delivery became the top customer experience attributes for Australian consumers as the COVID-19 crisis prompted a shift in the brands they value most, a new KPMG report claims.

IAG’s NRMA insurance achieved record online customer engagement and successfully reached business objectives thanks to its Stevie award-winning ‘Arlo the Koala’ chatbot, an extension of its ‘Arlo the Koala’ advertising campaign that made headlines across marketing and media press.

Seamless and frictionless end-to-end customer journeys through automation and bots is the end game for Optus VP of digital consumer, Vaughan Paul, as he works to respond to customers engaging more online and digitally.

Episerver is describing its acquisition of Optimizely as putting it on a par with Adobe and Salesforce in the battle to help marketers build out and optimising digital experiences across every customer touchpoint.

Making promises and keeping them is the intertwined linked between brand and customer experience, Forrester's Dipanjan Chatterjee says.

SugarCRM recently acquired artificial intelligence (AI) outfit Node, which leverages CRM and external data sources to deliver improved predictability across businesses. The acquisition fuels Sugar’s time-aware CX platform by forecasting expected outcomes and highlighting previously unforeseen challenges and opportunities.

Foxtel’s chief marketing officer, Kieren Cooney, has gained end-to-end customer experience oversight under a raft of leadership and management team changes confirmed at the company last week.

A focus on safety, adapting products to circumstances and recognising the dotted line between employees and customers were common refrains from Hugo Boss and Post Office UK during this week’s Qualtrics 'Work Different' event.

As recent months have clearly shown, having a strong digital marketing and commerce capability has been one of the defining factors of those organisations that have best coped with the COVID-19 crisis.

A few years ago, century-old South Australian-born company, National Pharmacies, decided to update its mission.

“It’s incredible valuable because there’s nothing that falls through the cracks.”

Five trends will permanently change business and tech as a result of the coronavirus pandemic, according to a new report from Forrester. The New, Unstable Normal describes how, despite healthcare and management procedures, COVID-19 will profoundly impact the next decade.

Managing stakeholder expectations around the artificial intelligence (AI) journey, embracing an iterative approach and building internal capability are key lessons David Jones has learnt after transforming its customer service approach.

A physical mascot for customers in meetings, ruthless prioritisation, cross-functional teamwork and employee camaraderie are just a few ways Australian retail group, Super Retail Group, has ridden through the COVID-19 crisis.

Chatbots are increasingly deployed by brands as another important channel of customer contact. BT’s Autonomous Customer 2020 research found chatbots are one of the new tech tools, along with phone and email, plus real human agents, that customers want when contacting a company.​

A customer segmentation program gleaning the underlying motivations of flybuys members has not only been a strong tool during the crisis, it provides the key to responding in the new normal, says the group’s customer chief.

Customers want phone, email and online help, plus new tools like messaging and chat bots with help from real human agents, according to BT’s Autonomous Customer 2020 research. The report said, while technologies come and go, the message from customers is unchanged: Make it easy, make it secure and we will reward you.

Two new digital solutions to help clients respond to physical distancing restrictions as a result of the COVID-19 pandemic have become the first big outcomes of Datacom's decision to invest in a fresh customer experience management approach.

​NBN Co, operator of Australia’s national broadband network (nbn), has taken its customer ambassadors online with a new virtual offering designed to replace the face-to-face time lacking during COVID-19.

Looking to create a point of difference on customer service, health fund, Bupa, has launched a WhatsApp messaging channel that customers can use instead of waiting on hold.

As an energy wholesaler, Jemena is one step removed from electricity and gas users. But wanting better visibility of customers, the B2B company decided to adopt an entirely new customer experience (CX) platform.