Customer Journey

Digital Marketing

BIG W: Latest campaign all part of becoming more relatable

​BIG W is in its second year of a turnaround strategy, which aims to make the retailer more relatable to Australian families. And while it's early days, its general manager of marketing, Kristen Linders, says the retailer is starting to see some green shoots.

Digital Marketing

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

For Open Colleges, personalisation has made a big difference. In fact, the online education organisation has seen a 42 per cent increase in conversion rates after A/B testing and optimising its normal welcome journey.

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.

Leadership

​How Nearmap leveraged tech to grow its market share

The past decade has seen an explosion of subscription-based business models such as Salesforce.com, Netflix and Spotify, and their popularity is proof customers are renting over purchasing more than ever before.

Digital Marketing

Making the tactile experience digital at T2

A highly tactile brand with a focus on the in-store experience can often overlook the power of digital. But at T2 Tea, leveraging technology is boosting both offline and online customer engagement.

Leadership

Kellogg's marketing leader on relevancy

Today’s customers expect brands to deliver more authentic marketing messages that connect and resonate with them, says Kellogg’s Australia marketing director, Tamara Howe.

Leadership

5 steps to marketing a purpose-led brand

It’s challenging to find innovative ways to stand out, but it’s even harder to make your purpose-led brand message heard through all the noise. Speaking at the Sustainable Brands Event 2016 in Sydney, four leading brand experts discussed their tried and tested strategies to better position their purpose-led companies to get the right response from customers.

Digital Marketing

​10 brands using digital to create great in-store experiences

With more consumers now attracted to the convenience of mobile and online shopping, the pressure is on bricks-and-mortar retail stores to find innovative ways to leverage technology to enhance the in-store customer experience and detract shoppers from simply ‘showrooming.’

Digital Marketing

Pure Storage CMO's tips to make your marketing resonate

Marketing is in one of the biggest moments of transition for the last fifty years, and according to Pure Storage CMO Jonathan Martin, it’s time to rethink the approach to reaching out to customers with the right message.

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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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Latest Videos

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Thanks for your feedback, Rabi. While we introduced the ROO concept using a marketing example, I also believe that it is pertinent to man...

Iggy Pintado

Introducing Return on Outcome (ROO) - Brand science - CMO Australia

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Thanks for your insight, Philip. Return On Outcome (ROO) requires balanced thinking with the focus on outcomes as opposed to returns.

Iggy Pintado

Introducing Return on Outcome (ROO) - Brand science - CMO Australia

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Beautiful article.

Hodlbaba

15 brands jumping into NFTs

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"Blue" is really gorgeous and perfectly imitates a human customer support operator. Personally, I won't order a chatbot development for m...

Nate Ginsburg

Why the newest member of BT’s contact centre is a chatbot

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As today’s market changes rapidly, the tools we use change, and it is important to adapt to those changes to continue to succeed in busin...

Anna Duda

Report: 10 digital commerce trends here to stay

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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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