Helping members at scale by co-creating its way to a new kind of digital experience is one step Hesta’s experience team has taken to help the wider organisation lift customer satisfaction.

Customer experience transformation is not just about the customer, it’s about how your employees come together cross-functionality and with agility to solve customer problems, says NRMA’s Tina Morell.

Adopting Net Promoter Score (NPS) is just one of the steps REA Group is taking as it works to build out a CX strategy across the organisation.

It’s time for customer experience leaders to open the aperture and think more broadly about the ways they can impact, align with and accelerate key business initiatives, says Forrester’s CX executive partner and senior analyst, Su Doyle.

As CX professionals know all too well, it takes years to gain maturity and consistency of customer experience across an organisation. But as Australia emerges from the shadows of the pandemic, it’s clear investments into CX transformation are paying dividends.

There are a lot of insights out there into customer experience maturity across organisations today, but what about state of customer leadership itself? Just what does it mean to be a customer experience manager or leader today, what’s the remit, role and sphere of influence? And how do you gauge success and impact?

Differentiated and personalised support is table stakes for companies, according to Slack VP of customer service, Ali Rayl, speaking at this week’s slack frontiers event. And some of the best examples of this kind of customer service are unique - not just to an industry or a business, but unique to the company its mission, vision and goals.

As the COVID crisis revealed the critical need for businesses to have a strong digital strategy in order to evolve and meet new demands, Iron Mountain knew the time was right for a rebrand.

Qantas has trialled the CommonPass digital health app with customers on an international repatriation flight from Frankfurt to Darwin. It follows a successful crew trial last month and comes as the national carrier prepares for COVID-safe international travel to resume from late October.

Insights and analytics capabilities will be a key focus this year, according to the Adobe Digital Trends 2021 report. While digital disruption hit organisations as the COVID-19 pandemic broke last year, it has had a lasting effect on predictability.

InMoment has launched Experience Intelligence (XI), a new platform that brings together a collection of software and services designed around the concept of owning and improving the key moments in customer and employee journeys.

Human-centred design was once seen very much as a ‘nice to have’ but has increasingly become an essential element to a digital change project. And indeed, it's a key element of the success, or otherwise, of this kind of innovation, says a global expert in the practice.

SugarCRM recently acquired artificial intelligence (AI) outfit Node, which leverages CRM and external data sources to deliver improved predictability across businesses. The acquisition fuels Sugar’s time-aware CX platform by forecasting expected outcomes and highlighting previously unforeseen challenges and opportunities.

BIG4 Easts Beach Holiday Park, struggling to meet guests’ growing internet demands, opted to upgrade its Wi-Fi and tap the analytics to analyse guests’ online behaviour to better meet their needs.

Like any brand today, the constant re-upping of customer experience (CX) is vital to succeed in hospitality. And as StayWell expands into a new luxury category with its Prince Akatoki brand, it is hoping its CX will do just that.

​KPMG Australia has appointed a customer experience trailblazer to its customer, brand, and marketing advisory (CBMA) team​.

These days, most marketers recognise customer experience (CX) is vital for a healthy, profitable brand. But while most marketers want to offer good CX, how best to go about it seems to be the sticking point.

Melbourne-based digital transformation agency, Revium, has secured an equity partnership with Australian accounting and advisory firm, William Buck.

Sure, marketers have heard of customer experience (CX) and how important it is to differentiate a brand. But few know how to effectively implement it, or even where to start.

A new study has found, by 2030, 67 per cent of customer engagement will be handled by smart machines. However, will this simply be trading empathy for efficiency?

​In its latest effort to modernise to provide the kind of customer experience the consumer now demands, Baby Bunting has undergone a brand refresh to facilitate a better emotional connection with customers through increased personalisation.