Customer Experience

Digital Marketing

How Total Tools overhauled its omnichannel marketing

Total Tools, a professional tool retailer, admits it was a little behind the eight ball when it come to marketing. But since overhauling strategy over the last two years, the company has caught up to the tune of a 1100 per cent growth in online.

Leadership

UBank uses machine learning in new spending tracker

UBank is embracing the industry shift to Open Data through a partnership with Australian fintech, Basiq, leveraging machine learning (ML) to give customers a more complete picture of their finances.

Measurement & Analytics

How Sigma Healthcare elevated B2B customer experience

Pharmaceutical wholesaler, Sigma Healthcare, knew it needed to modernise with a renewed customer-first approach. In choosing the new platform to support these aims, however, it was very much a case of evolution, rather than revolution, as any new system needed to fit with its legacy tech while offering a future path for continual development.​

Digital Marketing

Predictions: 10 technology trends in marketing for 2020

Technology is changing faster than marketers can keep up, offering up a never ending land of promises. Increasingly, hard decisions need to be made regarding which technology to implement and whether it can be tied back to measurable marketing objectives. Technology for technology’s sake can wind up being a costly exercise with no point.

Digital Marketing

DXC ups its CX game with acquisition

DXC Technology (NYSE: DXC), an end-to-end IT services company, announced it has acquired Bluleader, an Australian consulting company focused on delivering customer experience (CX) solutions.

Strategy

10 ways to smarten up your customer experience

Sure, marketers have heard of customer experience (CX) and how important it is to differentiate a brand. But few know how to effectively implement it, or even where to start.

Strategy

Using emerging technologies for better CX

Emerging technologies, such as artificial intelligence (AI), augmented reality (AR), virtual reality (VR) and speech recognition, are changing experiences. For better or worse, these technologies have arrived, and customer expectations are rising because of them.

Measurement & Analytics

Toyota, ACU, Telstra Super on the impact of personalisation

​Personalisation done right can have a dramatic effect on how customers experience a brand and a positive effect on marketing efforts, which flow through to the bottom line. At last week’s Sitecore Experience 2019 event in Sydney, three very different examples were provided to the audience on the experience of embarking on a personalisation programme and the impact of effective personalisation.

Strategy

Deloitte: Quantifying the human experience

​Research has found organisations with close alignment to the values of their customers (CX), workforce (WX) and partners (PX), and create human experiences (HX), grow faster and build stronger brand loyalty.

People

Using collaboration to improve EX and boosting CX

Transforming the employee experience aids communication, improves transparency and boosts engagement and this, in turn, drives improvements in customer experience. That's the message from Facebook's Transform Sydney event held this week, where the social media giant put its employee experience (EX) tool, Workplace, on show.

Featured Whitepapers

State of the CMO 2019

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

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Blog Posts

Building a human-curated brand

If the FANG (Facebook, Amazon, Netflix, Google) sector and their measured worth are the final argument for the successful 21st Century model, then they are beyond reproach. Fine-tuning masses of algorithms to reduce human touchpoints and deliver wild returns to investors—all with workforces infinitesimally small compared to the giants of the 20th Century—has been proven out.

Will Smith

Co-founder and head of new markets, The Plum Guide

Sustainability trends brands can expect in 2020

​Marketers have made strides this year in sustainability with the number of brands rallying behind the Not Business As Usual alliance for action against climate change being a sign of the times. While sustainability efforts have gained momentum this year, 2020 is shaping up to be the year brands are really held accountable for their work in this area.

Ben King

CSR manager & sustainability expert, Finder

The trouble with Scotty from Marketing

As a Marketer, the ‘Scotty from Marketing’ meme troubles me.

Natalie Robinson

Director of marketing and communications, Melbourne Polytechnic

It's a pretty interesting article to read. I will learn more about this company later.

Dan Bullock

40 staff and 1000 contracts affected as foodora closes its Australian operations

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If you think it can benefit both consumer and seller then it would be great

Simon Bird

Why Ford is counting on the Internet of Things to drive customer engagement

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It's a good idea. Customers really should control their data. Now I understand why it's important.

Elvin Huntsberry

Salesforce CMO: Modern marketers have an obligation to give customers control of their data

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Instagram changes algorithms every time you get used to them. It really pisses me off. What else pisses me off? The fact that Instagram d...

Nickwood

Instagram loses the like in Australia; industry reacts positively

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I tried www.analisa.io to see my Instagram Insight

Dina Rahmawati

7 marketing technology predictions for 2016

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