Customer Journey Mapping

Strategy

One CMO’s three-step path to CX excellence

Building your organisation’s customer experience (CX) engine is increasingly becoming the prerogative for chief marketing officers. But how you tackle it is a tough ask.

Strategy

Sunsuper and its customer to core strategy

​Sunsuper was born in the late 80s in an era when the government was moving towards compulsory superannuation for all Australians as a key pillar in supporting their retirement. Superannuation started as a simple idea that people paid forward their retirement on a regular basis for their working life without relying on a government funded pension.

Leadership

Kantar: Customer journeys must be redefined

Empowerment of customers has required almost every business to transform, whether they know it or not, and customer journeys need to be ex-examined if true CX transformation is to be achieved.

Digital Marketing

CMO Momentum 2017: What takes to build better customer journeys

Today’s digitally-savvy customer is interacting with brands across so many different channels, from email to social to test - and brands are now faced with the challenge of creating a consistent and personalised customer journey across all these various touchpoints.

Digital Marketing

​RedBalloon shares its marketing evolution strategy

Building a great customer experience is about understanding the customer first, then figuring out the digital and technology needed to make things faster, simpler and easier for them, RedBalloon’s head of marketing, Bonnie Thorn, claims.

Digital Marketing

How JAX Tyres found a competitive edge through digital transformation

Tyre purchasing has traditionally been an offline affair in Australia, but JAX Tyres spotted a valuable opportunity to take its business to the ecommerce space. And over the past 18 months, the retailer has rapidly gained a competitive lead in the industry thanks to its digital edge.

Leadership

How Flight Centre is mapping out a new kind of customer journey

It’s the destination every brand wants to reach: Personalised customer engagement. And at Flight Centre, the ticket is booked and the trip well underway thanks to investments in customer journey mapping, marketing resources, content delivery and omni-channel retailing.

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Featured Whitepapers

State of the CMO 2021

CMO’s State of the CMO is an annual industry research initiative aimed at gauging how ...

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Blog Posts

How the pandemic revealed the antidote to marketing’s image problem

What does marketing truly ‘own’ in most organisations? Brand and campaigns, definitely. Customer experience? That remains contested ground.

Murray Howe

Founder, The Markitects

Still pursuing a 360-degree view of the customer?

On the Internet, nobody knows you’re a dog.” It may have been true in 1993 when this caption to a Peter Steiner cartoon appeared in the New Yorker. But after 30 years online, it’s no longer the case.

Agility in 2022

Only the agile will survive and thrive in this environment and that’s why in 2022, agility will need to be a whole-business priority.

Sam McConnell

Melbourne bureau chief, Alpha Digital

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