​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.

Employee engagement tops the list of major concerns when delivering CX improvement projects, according to a new Gartner survey.

Good Shepherd is using the power of data analytics to help Australian consumers alleviate themselves from poverty.

​Humility and courage are key to implementing a successful voice of customer (VoC) transformation program, as is a willingness to be open to the fact you might have been wrong, sometimes for years.

​More than 50 marketing and CX managers and leaders gathered at Melbourne's Crown Casino on 24 May for CMO's latest breakfast on creating intelligence customer connections, sponsored by InMoment. Here are some pictorial highlights of the morning.

Ex-general manager for M&C Saatchi, Mim Haysom, has joined Suncorp in the role of executive general manager brand and marketing.

Successful companies recognise innovation requires a culture of diversity and inclusion. Not only that, many brands understand the importance and impact of both practices on the overall customer experience they're delivering.

Tom Mouhsian, principal analyst (CX), APAC, at Forrester, discussed the CX-led transformation of Prudential Singapore at Forrester's CX Sydney 2018 Forum today.

Suncorp customer experience stalwart and former CMO, Mark Reinke, is leaving the business after 14 years.

There’s no question today’s brands recognise the purpose of gathering customer intelligence (CI) is is to better understand customer motivations in order to drive future growth.

It sounds ridiculously ambitious for a big four bank to become one of the world’s great service companies, but that’s just what Westpac NZ is trying to achieve, and it has the CX management technology to prove it.

Consumers feeling disengaged from super funds has led Retail Employees Superannuation Trust (REST) Industry Super to launch a new brand, now to be known as Rest.

AMP looks to be continuing to place customers at the centre of its growth, following the promotion of its marketing executive and a new recruit with customer experience speciality.

​If we needed further examples that CX is the key to business success in a hyper-competitive marketplace, Catch Group’s new omni-channel CX approach is paying off with huge gains in both NPS scores and revenue.

Brands are struggling to meet CX standards and CX quality has actually worsened in 2017, with more brands slipping down the ranks, a new report from Forrester revealed.