Cx

Strategy

10 ways to smarten up your customer experience

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.

Digital Marketing

Baby Bunting refreshes iconic brand

​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.

Digital Marketing

Less is more in new Bankwest campaign

Bankwest's latest campaign highlights its diminishing role in customer's lives and how the bank is working to simplify banking and interactions for its customers. As part of this, it has adopted in-app messaging in its ongoing push to focus on the customer and provide seamless interactions across all its channels.

Strategy

Deloitte: Quantifying the human experience

​Research has found organisations with close alignment to the values of their customers (CX), workforce (WX) and partners (PX), and create human experiences (HX), grow faster and build stronger brand loyalty.

Strategy

Westpac: Lean in to complaints to transform your CX

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).

Leadership

CMO to CEO: If it's not fun, it's not worth it

​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.

Customer Experience Management

Ricoh: B2B CX needs to model B2C

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

Customer Experience Management

The future of CX is here, and most companies are not ready

​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.

Leadership

Wilks moves from marketing to sales at Volkswagen

​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.

Social Media

Embracing social media in an age of distrust

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.

Featured Whitepapers

State of the CMO 2019

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

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Blog Posts

3 skills you need to drive better collaboration

A study published in The Harvard Business Review found the time spent in collaborative activities at work has increased by over 50 per cent in the past two decades. Larger projects; complicated problems; tighter timeframes: These require bigger teams with specialised skillsets and diverse backgrounds, often dispersed globally.

Jen Jackson

CEO, Everyday Massive

Better the bank you know?

In 2018, only 21 per cent of customers believed that banks in general had their customers best interests at heart and behave ethically. Only 26 per cent believed that banks will keep their promises; views cemented further following the Hayne Financial Services Royal Commission.

Carolyn Pitt

Head of account management, Hulsbosch

What 15 years of emotional intelligence told us about youth media audiences

Taking people on an emotional journey through content is the most critical part of being a publisher. Which is why emotion lies at the heart of VICE Media.

Stephanie Winkler

Head of insights, VICE Asia-Pacific

It's a pretty good idea. I think this integration is useful. Don't you agree?

Misty Stoll

Officeworks hops on voice interface bandwagon with Google Assistant integration

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ok. so no RCS support? by the way, RCS is a lot bigger than 5G in terms of marketing and monetisation so y'all should be covering it.

DragoCubed

Optus goes for education with 5G network campaign

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Many companies and individual merchants have shifted their major part of marketing to web marketing services Portland as it weighs fewer ...

Radiata Solutions

6 Ways to ramp up Social Media to Your Web Design

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This is a unique experience! Will be interesting to talk to their managers.

Joyce Harris

​How Krispy Kreme revitalised its brand in a saturated market

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I feel bad for them. It's a shame they are closed now. What do you think about it?

Lisa Deleon

Dick Smith stores set to all close by 30 April

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