Customer Experience

Digital Marketing

How Forever New boosted online sales

Grabbing a precious few minutes for a spot of online retail therapy has become commonplace and few would give up this convenience and pleasure. Yet sometimes the retail experience can seem a little one-sided, clicking through clothing categories and navigating menus to find desired items.

Strategy

Westpac: Lean in to complaints to transform your CX

Most business might consider complaints negative and something to be avoided, but Westpac has decided to ‘lean in’ and use complaints to transform its organisation and customer experience (CX).

Digital Marketing

Volvo is the latest big brand to implement AR & VR into marketing

Following the success of an interactive augmented reality (AR) experience for Volvo’s Italian world-wide presentation of its equal vehicles for all (EVA) initiative, Volvo plans to continue using virtual reality (VR) to market and create new and interactive consumer experiences, to appeal to a greater number of potential customers.

Customer Experience Management

Ricoh: B2B CX needs to model B2C

With its margins being squeezed, and increasing customer service expectations, global technology provider, Ricoh, realised it needed to do something different to stay successful.

Customer Experience Management

​Report: Pioneering CMOs are driving business growth

At a time of an ever demanding consumer and more data than we know what to do with, just 17 per cent of global marketers have been extremely successful at delivering highly relevant customer experiences, a report released today said.

Leadership

WPP: Martech is at a tipping point

​In a move that demonstrates the growing important of martech not just for the marketing function, but at an infrastructure level across organisations, WPP ​AUNZ recently hired its first chief of marketing technology​ – a role sure to become more vital as businesses look to technology to create brand experiences.

Customer Experience Management

Report: Data blindspots leading to digital and customer transformation failure

While most larger Australian companies are intent on achieving digital transformation for a better customer experience (CX), research commissioned by Microsoft Australia has revealed while 69 per cent of local enterprises say they have an integrated digital transformation strategy, only 28 per cent have a company-wide strategy for sharing data, meaning projects are failing.

Customer Experience Management

The future of CX is here, and most companies are not ready

​The future of customer experience (CX) is about personalised, seamless, zero-friction experiences, however most companies are far from this goal because their operational structure is product-focussed rather than customer-focussed.

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

4 creative skills that will be useful forever

In recent times, the clarion call from futurists, economists, marketers, educators and leaders the world over is one of slight panic, “The world is changing and you’re not ready for it!” And of course, they make a very good point.

Kieran Flanagan and Dan Gregory

Speakers, trainers, co-authors

Why defining brand strategy is vital to capitalising on quick wins

Big brands were once protected from small brands by high barriers to entry. Big brands had the resources to employ big agencies, to crack big ideas and to invest in big campaigns. They had the luxury of time to debate strategies and work on long-term innovation pipelines. Retailers used to partner with big brands.

Troy McKinnna

Co-founder, Agents of Spring, Calm & Stormy

3 ways to leverage the talents of your team to avoid disruption

​According to the World Economic Forum in its most recent The Future of Jobs report, the most important skills for the future are not technical, task-oriented skills, but higher-order skills such as creativity, social influence, active learning, and analytical thinking.

Gihan Perera

Futurist, leadership consultant

An interesting update considering that today is the easiest way it has ever been to measure contribution to the business as well as the h...

Frederic

State of the CMO 2019: Tenure shortens, pressure is on as marketers strive to demonstrate impact

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I thought this was what Salesforce Audience Studio (formerly Salesforce DMP) was supposed to do. How are a CDP and a DMP different? I'm c...

Tony Ahn

Salesforce announces customer data platform

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Well written Vanessa!! Agreed with your view that human experience is marketing's next frontier. Those businesses who are focused on the ...

Clyde Griffith

Forget customer experience, human experience is marketing's next frontier

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Great tips for tops skills need to develop and stay competitive

Nick

The top skills needed to stay competitive in a rapidly changing workforce

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The popularity of loyalty programs is diminishing, though I'd say it is because customers are savvy enough to recognise when a loyalty pr...

Heather

It’s time for marketers to rethink their approach to ‘loyalty’

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