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.

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.

​Brand experience and innovation are key drivers of brand value, according to a new report.

Lenovo is on a journey to become more customer-led, although its customer experience chief is the first to admit it's not there yet.

​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.

Three-quarters of organisations increased customer experience (CX) technology investments in 2018, according to Gartner.

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).