“It’s incredible valuable because there’s nothing that falls through the cracks.”

In an interesting session at Salesforce’s World Tour event in Sydney, not for profits got together to discuss how customer experience is vital and why they are using technology to put people first.

Fisher & Paykel has come a long way since its inception in 1934 in New Zealand. This humble antipodean company has grown to be a global appliance powerhouse, and yet still prides itself on being human-centred, even while undertaking its digital transformation over the last seven years.

Customer feedback management (CFM) platforms and are becoming increasingly crucial in the martech stack and vendors including Clarabridge, Medallia, InMoment, Qualtrics and Confirmit are leading the way​.

Pharmaceutical wholesaler, Sigma Healthcare, knew it needed to modernise with a renewed customer-first approach. In choosing the new platform to support these aims, however, it was very much a case of evolution, rather than revolution, as any new system needed to fit with its legacy tech while offering a future path for continual development.​

The Coffee Club was facing a situation many brands find themselves in today: Meeting rising customer expectations along with the need to harmonise its customer insights.​

Oracle CX’s CMO, Des Cahill, is heartened to see customer experience (CX) becoming a boardroom priority for business differentiation, he told CMO at Oracle’s Modern Cloud event this week.

Customer experience evolution is much like the career of UK iconic pop band, the Beatles: You need to iterate and adapt if you're to keep up to date.

Confirmit has appointed Andrew Farries, former customer strategy leader at National Australia Bank, as director of customer experience (CX) consulting in Australia.

Customer strategy consultancy, Ellipsis, has taken the wrappers off a new company aimed at bridging the gap between Aussie brands looking to solve known customer pain points, with emerging CX solutions globally.