AI-powered service operations, along with more personalised marketing and digital journeys thanks to an omnichannel customer view, are the latest milestones achieved by True Alliance as it progresses its digital transformation journey ambitions.

It’s the power of marketing and service together that will help brands grow moments into lifelong customer relationships, Salesforce’s executive VP of industries and cloud marketing, Lynne Zaledonis, believes.

Care, delight and range are the three propositions driving Winning Group’s latest online retail offering, Andoo, its chief marketing officer says.

The ascent of the digitally savvy consumer has accordingly given rise to the fully digital brand. But in an era where experience trumps almost everything else, sometimes even the most sophisticated digital solutions fall short of what a customer actually needs.

Adopting marketing technologies often goes hand-in-hand with a desire to automate communications and customer engagement. But for the team at Australian ticketing platform provider, Humanitix, seamless integration of CRM into every step of its operating model has delivered capability to provide a human touch at scale.

Emma McRobert had been in the US looking for a new messaging platform for the Optus customer care website when she learned about an idea that would revamp the company’s entire contact centre model.

More than one in five customer experience (CX) leaders are facing a disconnect between KPIs and metrics with marketing counterparts, hampering alignment and consistency across an organisation’s customer approach.

A Net Promoter Score of +74 and 30 per cent year-on-year growth are just some of ways BizCover’s transformative investment into personalised and increasingly automated customer service and marketing has delivered.

US-based artificial intelligence startup, Sanas, has been working to unpick the nuances of accents to make communication easier for people from different backgrounds. That could have huge implications for any marketer who wants to improve customer experience through voice channels by helping both customers and staff be better understood.

When Julie Mathers founded ecommerce business, Flora & Fauna, in 2014 after a lengthy career in retail, she did so with the intention of creating a business that was both better and kinder.

Ever-increasing competition in products and services means brands must appeal to customers on every level to maintain their loyalty.

More than 80 per cent customer satisfaction scores and 90,000 call deflections are just some of the metrics giving National Australia Bank’s Reveka Katakis confidence in the company’s evolving digital and social customer service approach.

Two years on from its rebrand as mycar, the auto services company formerly known as Kmart Tyre and Auto Service is celebrating its growing network, evolving omnichannel customer experience and efforts to buck too-frequent impression of auto services as untrustworthy.

There’s much to be said for the commercial benefits of providing exceptional customer support. But no matter how that support is provided, there is always a cost somewhere.

Data is of most valuable if you’re using it to be more intimately connected to your customer and identifying pain points you can solve for them.

Adopting a jobs to be done framework, investing in fresh technology and encouraging a test-and-learn mindset are key to Foxtel overhauling service capabilities in a way that meets modern customer expectations, its marketing and customer service leaders say.

An investigation of Australia’s bathroom cabinets is likely to reveal an assort of expired and neglected skincare products, used only a few times and then consigned to posterity as expensive follies, never to be purchased again. This, however, was not a fate general practitioner, Dr Ginni Mansberg, and her husband, Daniel Rubinstein, were prepared to accept when they launched their cosmetics brand, Evidence Skincare (ESK).

BT recently launched a 24/7 online virtual assistant ‘Blue’, which supports advisers and their clients seeking immediate responses to common questions, step-by-step guides and connecting people to one of our specialised support teams. The chatbot is learning ‘on the job’ and in a single week has helped over 900 people and responded to more than 2000 queries for the financial services company.

Telstra will take back full ownership of all of its Australian retail store network as part of efforts to improve its omnichannel customer game.

Commercial vehicle manufacturer, Hino Australia, has promoted its brand and marketing leader and elevated customer support as part of an executive reshuffle aimed at improving customer focus across the organisation.

Learning fast and adapting quickly have become catchcries for Accent Group’s customer experience (CX) team as it gathers lessons from 2020 to take into the festive shopping season and beyond.