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).

​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).