Customer Service

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.

Measurement & Analytics

UBank’s AI vision expands with rollout of RoboBrain

UBank’s CMO says the launch of RoboBrain, a hyper-personalised cognitive assistant, is dramatically improving customer response times and a massive leap forward in the bank’s AI journey.

Customer Experience Management

AirAsia uses Salesforce to revamp customer service and marketing

Air Asia will partner with Salesforce as the airline revamps its customer care across eight countries. As part of the revamp, AirAsia will deploy Salesforce Sales Cloud, Service Cloud, Marketing Cloud, and Community Cloud to provide a 360-degree view of customer cases for its service agents.

Digital Marketing

How psychology is shaping better machine learning

More psychologists are now coming the tech space because they're trying to teach machines to become more social and sociable, according to BT’s head of customer insight and futures, Dr Nicola Millard.

Digital Marketing

Why consumers still want the human service touch

Consumers still want the human touch, even in a time of great technological innovation, but they also want choice. So it’s organisations that unite voice with automated experiences across the spectrum of interaction channels that will keep the most customers in the future.

Digital Marketing

DuluxGroup adopts AI-powered sales assistant

DuluxGroup has become the latest brand to sign on with artificial intelligence sales optimisation vendor, Complexica, in a bid to automate processes for sales staff and provide a more personalised customer experience.

Digital Marketing

​Freshdesk unveils Freshworks umbrella brand

Cloud-based customer service software Freshdesk has created new ‘umbrella brand’, Freshworks, bringing together its growing suite of business software designed to help companies better engage and communicate with their customers and employees.

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

Does your brand need a personality review?

There are five tell-tale signs your brand needs to take a long hard look at itself.

Charlie Rose

Senior Strategy Consultant, Principals

How to create profitable pricing

How do we price goods and services? As business leaders, we have asked ourselves this question since the history of trading.

Lee Naylor

Managing partner, The Leading Edge

Sport and sponsorship: The value of event sponsorship

Australia’s cricketers captured the nation’s attention during their recent run to the semi-final of the ICC Men’s World Cup. While the tournament ultimately ended in defeat, for over a month it provoked a sense of belonging, hope and empowerment for millions of people across Australia. Cricket, and sport in general, has a near-unique ability to empower individuals, irrelevant of their background, demographic or nationality.

Nikhil Arora

Vice-president and managing director, GoDaddy India

I should check these guidelines. I think it's important for me. Thanks for the info!

Juana Morales

IAB releases social media comment moderation guidelines

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I didn't know about that. Thanks!

Jamison Herrmann

Twitter 'recap' helps you catch up with missed tweets

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😂😂😂😂😂😂😂😂

Max Polding

What it takes to turnaround an iconic Australian brand

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I spend a lot of time in my professional life as a provider of marketing solutions trying to persuade customers that CX, UX, UI and Custo...

sketharaman

Gartner VP: Why CMOs and CIOs must band together to make CX a discipline

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I live the best deals at LA Police Gear.

Tyrus Rechs

6 Ways to ramp up Social Media to Your Web Design

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