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.

Customer Experience Management

How Suncorp’s digital service arm seamlessly manages customer enquiries

Bingle, created by Suncorp to meet the customer service demands for an online-only digital brand, has transformed into a largely self-service business after implementing a new customer service management technology aimed at achieving ‘zero cries for help’.

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

Putting the ‘human element’ back in marketing

During the recent CMO Momentum conference, Paul Mitchell shared how marketing leaders can create cultures that deliver

Paul Mitchell

Managing director, The Human Enterprise

The rise and rise of voice search

In 1982, an AT&T employee by the name of Plotzke predicted the rise of voice: “In fact, it has been predicted that, by 1990, well over half the communications dollars spent by businesses will be for products and services that include voice technologies.

Michael Jenkins

Founder and director, Shout agency

Is design thinking the answer for the next generation of marketing?

The speed and pace of change will never be slower than we’re experiencing today. So in this era of unprecedented change, how can brands meet soaring consumer expectations, stay relevant and deliver differentiated and connected experiences?

Merryn Olifent

Senior consultant, G2 Innovation

I am seeking a loan in the amount of $ 90,000.00USD in an effort to consolidate all outstanding debt into one payment. I am trying to cle...

Angelina Marcus

Kmart turnaround chief to exit Wesfarmers, Target

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I have been suffering from (HERPES) disease for the last two years and had constant pain, especially in my knees. During the first year, ...

Steven Kizzy

KPMG Australia appoints ex-Publicis leader as head of brand strategy

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When they say they had to much focus on traditional media, this is code for very bad creative, and very bad category strategy, Clearly th...

Rob

iSelect outlines new approach to arrest ineffective marketing as its reports full-year results

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Karlo Bozak

Rethinking gamification in marketing

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There are lots of software tools available online that can do what you are asking about and also trace the location of a cell phone and e...

Curtis Bacchus

CMO's top 10 martech stories for the week - 9 August 2018

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