​The future of customer experience (CX) is about personalised, seamless, zero-friction experiences, however most companies are far from this goal because their operational structure is product-focussed rather than customer-focussed.

​A new product has been launched into the Australian market aiming to enable marketers to do more in house.

In another example of how the customer must be king moving forward, ​Gateway Bank’s chief customer officer is shortly to become the bank’s new CEO.

​The convergence between marketing and sales is continuing, with Volkswagen’s general manager of marketing, Ben Wilks, moving into the general manager of sales, passenger vehicles role in a company reshuffle.

In an age where consumer trust in banking couldn’t be lower, Bank of Queensland is leading the way by embracing social media and making itself more available to its customers.

​Forrester has released its Forrester Wave: Customer Feedback Management Platforms, Q4 2018 report, detailing the nine providers who are transforming customer feedback management (CFM) and therefore the customer experience (CX).

CUA is continuing to invest in customer experience and digital innovation with the extension of its virtual assistant trial in its health business.

​In an effort to create better customer experiences, NAB and Microsoft have designed an Automatic Teller Machine (ATM) using cloud and artificial intelligence (AI) technology for facial recognition.

​A unique hybrid chatbot and live chat solution has been launched for intellectual property firm, Watermark, to pre-qualify lead enquiries.

​Artificial intelligence (AI) and emotional intelligence (EI) and how they can optimise the customer experience (CX) is the focus of an investment by Daimler Financial Services into New Zealand start-up Soul Machines.

​Australian organisations that integrate marketing and sales will be better positioned to take advantage of business growth, according to a new report.

Leading brands are personalising well, but most organisations have a way to go before their personalisation is at the level the modern consumer now expects.

​Customer experience is crucial for brands moving into the future, as consumers become less interested in products and more interested in experiences.

In today’s experience economy, Australian company, Intrepid Travel, has found data and personalisation have made all the difference. In fact, using data has been so successful, the group recently sold out a tour in 16 hours, the fastest in its 30-year history.

​Consumers are looking for in store experience and convenience, rather than loyalty programs. This is the word from tcc global, which recently ran a global research study of 15,000 shoppers in 15 countries to map the behavioural triggers, identify preferences, and define what loyalty means in today’s retail world.

Simply switching email marketing platforms has seen online activewear retailer, Abi and Joseph, increase its subscriber base by 66 per cent and lift engagement rates by 12 per cent.

​There has been no ease-in period for ​Mim Haysom, Suncorp’s CMO/EGM brand & marketing​ of just three months. Haysom has already helped deliver a new app, and is leading the marketing to bring 12 separate brands together under the one Suncorp Group.

​What do you do when you are faced with a traditional retailer, who has been around for 118 years, that is in decline and unable to quickly effect change? You disrupt it from the inside, said Robbie Tutt, GM of Omni Channel at Myer, who spoke at the Online Retailer conference in Sydney last week about how he has set about turning around the beleaguered retailer’s fortunes.

Home-grown artificial intelligence assistant company, Flamingo AI (ASX:FGO), has confirmed 10 clients are progressing through paid trials and nine are now deploying its virtual sales and service assistants.

Companies looking to automate all their customer experience using artificial intelligence (AI) or machine learning are likely to fail at delivering the seamless, post-channel CX experiences customers want.

Behavioural modelling and experimentation have allowed workplace relationships specialist, Employsure, to chalk up a 109 per cent uptake in conversions.