Customer Insights

Digital Marketing

How Koala used Segment to build out its customer data infrastructure

Lacking enterprise-size scale to have granular customer information, and not wanting to be beholden to Google for its own first-party data, home-grown furniture start-up Koala looked to another start-up, Segment, to answer its customer data questions.

Digital Marketing

CMO interview: Building a marketing and insights engine at Tennis Australia

Human-centred design, customer insights engine, having the consumer voice at the executive table – these are just a few key priorities for Tennis Australia’s first chief marketing and insights officer, Josie Brown, as she strives to construct a future focused marketing approach.

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.

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

How service heterogeneity is impacting engagement

Marketers have long known the importance of standardising products to assure quality and consistency. For services, however, standardisation is much more complex.

Dr Chris Baumann

Associate professor, Macquarie University

Kindness matters in business: why the nice guys finish first

A recent 1000-page Royal Commission report on misconduct in Australia’s financial sector revealed hair-raising stories of excessive commissions, rampant mis-selling and charges levied on the dead. So how do you stop a bank from misleading its customers?

Nick Liddell

Director of Consulting, The Clearing

Myer vs. David Jones: Do cyborgs win?

As two of Australia’s stalwart brands in Myer and David Jones continue their respective journeys through troubled waters, it heralds yet another sign of the shifting business environment and shift towards an experience economy.

Tom Uhlhorn

Founder and strategy director, Tiny CX

nice article

meripadhai

5 things marketers need to do to get better in buy in when presenting

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International business is closely related to marketing or marketing activities carried out by the company. According to Gitman and McDani...

Eko Prasetyo Utomo X

Salesforce: The age of the marketing campaign is over

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Back in 1968 Holden began an appeal to customers who have an interest in competition. It did this with the introduction of the HK GTS 32...

Ben Tate

Marketing professor: For Holden, brand nostalgia ain’t what it used to be

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Yes Machinery

Image intelligence:10 must-see infographics for marketers

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digitech Classes

Lumen CMO strives to make the brand synonymous with anti-ageism

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