Customer Experience

Digital Marketing

Economist: Rethink marketing for a customer economy

Customer experience runs through so many different touchpoints, it’s time marketers take charge of the breadth of view of the organisation and break up silos that might exist, according to the Economist's Charles Ross.

Digital Marketing

NASCAR's journey into digital and the customer experience

Many sports get their start from participants practicing their abilities to outperform each other. But digging into the origins of NASCAR racing in the late 1940s reveals a sport born not just from the technical and driving capabilities of participants in outrunning each other, but also in evading the local law enforcement as well.

Digital Marketing

Melbourne fashion week partners with IBM to enhance the digital experience

In its second year of partnership, IBM and the City of Melbourne will use IBM’s technology to better understand customer needs, build awareness and engagement around the activities taking place across the city, and connect consumers with designers and retailers as part of Melbourne Spring Fashion Week 2015.

Digital Marketing

How to cut out ad complexity and improve viewability

Experts on a panel discussion at the IAB Summit in Sydney, agree the pressure is on brands to better utilise consumer data technology to support advertising and marketing functions in order to increase viewability.

Digital Marketing

Five ways marketing will become more relevant according to LinkedIn

In a fast-evolving technological landscape, the pressure is on brands to maintain a relevant and timely digital marketing strategy. Speaking at IAB’s Summit in Sydney, LinkedIn’s Asia Pacific senior director of marketing, Olivier Legrand, said the key to leveraging engagement is to harness the ‘relevancy imperative’.

Leadership

Dan Murphy's CDO reveals why the spotlight is on the customer journey

During her time as Dan Murphy's CDO, Faye Ilhan has helped drive a number of innovations, including being the first retailer to launch click-and-collect across all outlets, and introducing Dan Murphy’s ShipSmart, which enables customers to receive unlimited deliveries.

Social Media

How The Outnet is revolutionising the customer experience

The pressure is on ecommerce fashion retailers to find creative ways to enhance the customer experience and inspire brand loyalty. The past few years has seen The Outnet’s digital marketing strategies revolutionise its level of engagement with customers on an international scale.

Leadership

ATO deploys voice biometrics to enhance customer experience

Nuance Communications announced The Australian Taxation Office is set to deploy Nuance’s voice biometrics solutions in its call centre, in order to build stronger customer relationships with taxpayers and enhance authentication by replacing intrusive security questioning. With the introduction of its voice biometrics systems, ATO becomes the first organisation in Australia to deploy voice biometrics in this manner.

Digital Marketing

How Australia Post is improving testing

In the race to get new products and services out to customers, compromise can be inevitable. But when those compromises impact usability and customer satisfaction, any advantage gained from rapid release can quickly be lost.

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Blog Posts

3 skills you need to drive better collaboration

A study published in The Harvard Business Review found the time spent in collaborative activities at work has increased by over 50 per cent in the past two decades. Larger projects; complicated problems; tighter timeframes: These require bigger teams with specialised skillsets and diverse backgrounds, often dispersed globally.

Jen Jackson

CEO, Everyday Massive

Better the bank you know?

In 2018, only 21 per cent of customers believed that banks in general had their customers best interests at heart and behave ethically. Only 26 per cent believed that banks will keep their promises; views cemented further following the Hayne Financial Services Royal Commission.

Carolyn Pitt

Head of account management, Hulsbosch

What 15 years of emotional intelligence told us about youth media audiences

Taking people on an emotional journey through content is the most critical part of being a publisher. Which is why emotion lies at the heart of VICE Media.

Stephanie Winkler

Head of insights, VICE Asia-Pacific

I think they are overpriced. Don't you think so? I won't buy them.

Donna Green

Apple Watch arrives April 24, some models top $10K

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Energy Makeovers provides services to building owners to reduce their energy consumption and emissions, including replacing halogen light...

samried

How one energy company is giving itself a social media makeover

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That's an interesting use for biometrics, to actually assist in predictive analysis of campaign success.

Simon Smith

Facial recognition technology being used in a new out-of-home campaign

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This journey would identify all your future life aspects!

Maryann Humphrey

Open Colleges: one-to-one journeys is the goal

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It's a pretty good idea. I think this integration is useful. Don't you agree?

Misty Stoll

Officeworks hops on voice interface bandwagon with Google Assistant integration

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