The launch of Telstra Plus last month and a new marketing campaign to back it up are just the beginning of efforts to overhaul its customer experience, the telco says.

​When Allianz Retire+ was looking to build and launch a new product, Future Safe, it wanted to shake things up.

Businesses that lose sight of the human element in CX risk not seeing the benefits to the bottom line when undergoing digital transformation. That’s the stark message from Forrester for brands grappling with the rising expectations of customers.

Most business might consider complaints negative and something to be avoided, but Westpac has decided to ‘lean in’ and use complaints to transform its organisation and customer experience (CX).

​To stay relevant in a changing retail space, UK brand Superdry had to take a serious look at its customer experience (CX).

​Imagine standing on the podium at the New York Stock Exchange about to ring the bell to take a start-up public, something a woman has not done for over a decade, with your 13-year-old daughter standing next to you.

With its margins being squeezed, and increasing customer service expectations, global technology provider, Ricoh, realised it needed to do something different to stay successful.

​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.