Customer Experience

Leadership

​CMO interview: The new digital travel experience

The travel industry is experiencing a major digital transformation, with technology firms like Travelport offering agencies and airlines innovative booking and payment capabilities to give end users a more seamless and integrated experience.

Digital Marketing

Why retailers are becoming masters of publishing

The traditional model of investing thousands into magazine advertising is declining as brands are taking publishing into their own hands, generating custom print and digital magazine content to drive customer engagement.

Social Media

Predictions: 16 digital marketing trends for 2016

As 2015 draws to a close, digital marketing experts agree it has been a milestone year which has transformed the way businesses interact with customers online. We’ve spoken to a raft of marketing leaders, analysts and industry commentators about what the digital marketing mix will look like in the new year and whether 2016 is shaping up to be even more competitive, complex and evolutionary.

Digital Marketing

​Customer loyalty part 1: Do millennials make loyal customers?

With the rise of millennials making more informed purchase decisions, the pressure is on brands to find innovative ways to make the next gen loyal customers. But experts agree millennials can be loyal customers, if your marketing strategy is agile enough to meet their changing needs.

Leadership

​Seven lessons on driving digital transformation

The pressure is on organisations to optimise the value of social media, cloud-based computing, mobile technology and big data analytics by embracing digital transformation from the top down. Yet according to a new study, one third of companies still have businesses split between digital and traditional practices, and only one in 20 claim a seamless customer experience across channels throughout the purchase cycle

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’.

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

Channelling climate positive design

As we enter 2020, the new decade spells infinite possibility in digital and design. Yet ironically, the biggest trend we’re facing has nothing to do to with innovative technology. It is something much more ‘down to earth’: The state of our planet. Or more specifically: Climate change.

Katja Forbes

Founder and chief, sfyte

Non-linear transformation: The internal struggle

Let’s face it, transformation is messy. Every business is different, with a set of specific challenges based on a mixture of external (the market, competitors, regulation) and internal factors (technology, people and process investments over time).

Neil Kelly

Partner, transformation, Wunderman Thompson

7 ways to champion a human centred design culture

Human Centred Design (HCD) has come a long way in the last decade with many forward-thinking organisations now asking for HCD teams on their projects. It’s increasingly seen as essential to unlocking innovation, driving superior customer experiences and reducing delivery risk.

Shane Burford

Head of research and design, RXP Group

If you want to know how to compose a thesis for a research paper correctly, you may visit a page from my profile. Here you can find a det...

Emily Walsh

Why negative messaging isn’t working for your brand

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Nice to read the post. A good leader and an effective recruitment in top level is a must for smooth running business. Congrats..

Wollermann Business Brokers

Aus Post recruits tasks new CMO with building modern iconic brand

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I think some of these ideas are great. These tips will help me to improve my system. Thanks!

Henry Reid

9 Ways to Improve Your Company's CRM System

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It's a useful info for small businesses owners. We can't live without mobile apps. They are so helpful! It's hard to deny that.

Mae Davis

7 ways small businesses can benefit from mobile apps

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Hi Jennifer,Fascinating read about design-led companies!If you would like to learn more, our Design Thinking and Innovation programme mig...

Andrea Foster

How to spot a ‘design-led’ versus ‘design-fed’ company

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