Customer Insights

Digital Marketing

Getting under the cloak of Woolmark's digital and innovation efforts

​AI-powered research, voice-based care instructions, ‘adjacent possible’ marketing principles, augmented reality on farms and eco-storytelling in immersive retail stores – they’re all in a day’s work for the innovation and digital team at The Woolmark Company.

Digital Marketing

How flybuys used customer data to lift engagement

Leading Australian loyalty membership program, flybuys, has no shortage of data on its millions of members. So when the team started looking for ways to create customer surprise and delight to kick off the 2018 year, it latched onto the idea of turning these vast stores into hyper-personalised content customers could not only engage in, but also learn something about themselves.

Strategy

What Zappos is doing to personalise customer experience and services

Few companies of the digital era are as synonymous with the concept of great customer service as Zappos. Continuing to keep customers happy is a key focus for the group’s head of customer research, Alex Genov, who is speaking at the forthcoming CX Innovation & Tech Fest in Melbourne.

CMO50 2017 #26-50: Nick Hickford

Nick Hickford’s proudest moment in the past 12 months has been having the Bulla Dairy Foods leadership team presenting the success of its ‘Unfakeable’ campaign to the board.

CMO50 2017 #26-50: Paul Connell

Unilever’s Paul Connell calls it his “top five” list for modern marketing. And it’s what guides him as the GM and marketing chief of homecare in A/NZ.

Digital Marketing

Dropbox CMO shares the motivations for the biggest brand changes in 10 years

Dropbox has unleashed the biggest change to the company’s brand in its 10-year history, and global CMO Carolyn Feinstein is banking the bold repositioning will help eliminate the “grind and mania” that modern workers face and deliver a more ‘collaborative’ work environment.

Customer Experience Management

​Tackling the customer feedback data minefield

A voice of the customer (VoC) program can be a powerful way marketers can collect customer feedback, mine that feedback for insights, and then incorporate those insights into business decisions - but what happens when there’s just too much data to manage?

CMO roundtable: Customer engagement and building the new marketing remit

The rise of connected, ever-more knowledgeable customers has changed the very nature of modern marketing. In our first New Zealand roundtable, CMO and our event sponsor, Microsoft, brought local marketers and digital leaders together to debate customer-centric marketing, the challenges in orchestrating customer-led change within organisations, and increasingly, how marketing is taking a leading role in product innovation.

Featured Whitepapers

State of the CMO 2018

CMO's State of the CMO is an annual research initiative aimed at understanding how Australian ...

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Blog Posts

Using artificial intelligence to surprise your customers

​We have expected artificial intelligence (AI) will become part of our everyday lives for quite some time.

Katja Forbes

Founder and chief, sfyte

Is customer segmentation dead?

Ginni Rometty, the CEO of IBM, announced the death of customer segmentation five years ago saying, "The shift is to go from the segment to the individual. She might have been a bit premature for most marketers, but if customer segmentation isn't dead yet, it's definitely on life support.

Richard Taylor

Senior digital strategist, Spinach

How people buy brands

Andrew Ehrenberg was a giant in the field of marketing science. He believed scientific methods could reveal law-like patterns of how people buy. In this post, I summarise one of Ehrenberg’s most important discoveries and its implications on how people buy brands.

Kyle Ross

Strategist, TRP

How about Instagram marketing?

Kristiyan Uzunchev

Why your best social marketing brand tool could be hiding in plain sight

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Hey #VANESSAMITCHELL , It's an awesome article and here you have written in well rather than me, which I wrote on my #DigitalMarketingBlo...

Momenul Ahmad

Predictions: 9 digital marketing trends for 2019

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Hey there! it is a really meaningful post. I too have written a few similar articles about SEM, SEO, Social Media, Digital Marketing Tren...

Rohit

Digital advertising continues to dominate marketing budgets

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Thanks for sharing the strategies ! :)

Isabella Richardson

Marketing the most of martech for revenue and CX

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Glad to be a part of this informative post... Thanks for sharing this useful info!!! It is very important to stay updated about the lates...

Aaron Alexis

Predictions: 9 digital marketing trends for 2019

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