Cx Transformation

Digital Marketing

How PEXA transformed its member relationships and lifted its key MX metrics

PEXA’s mission was a humble one: transform a 150-year-old legal process for property exchanges, enabling them to be completed securely and remotely. The company did this by taking a system entrenched in manual, paper transactions, digitising it and putting it online. Yet this wasn't enough, and PEXA went further by adopting Medallia, a best-of-breed application, to transform its member feedback systems.

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.

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

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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.

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Beautiful article.

Hodlbaba

15 brands jumping into NFTs

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

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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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