Cx

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

Does your brand need a personality review?

There are five tell-tale signs your brand needs to take a long hard look at itself.

Charlie Rose

Senior Strategy Consultant, Principals

How to create profitable pricing

How do we price goods and services? As business leaders, we have asked ourselves this question since the history of trading.

Lee Naylor

Managing partner, The Leading Edge

Sport and sponsorship: The value of event sponsorship

Australia’s cricketers captured the nation’s attention during their recent run to the semi-final of the ICC Men’s World Cup. While the tournament ultimately ended in defeat, for over a month it provoked a sense of belonging, hope and empowerment for millions of people across Australia. Cricket, and sport in general, has a near-unique ability to empower individuals, irrelevant of their background, demographic or nationality.

Nikhil Arora

Vice-president and managing director, GoDaddy India

I had the same vision about change from CX terminology to HX. Even with almost the same title: 'Forget customer experience...' https://ww...

Ekaterina Khramkova

Forget customer experience, human experience is marketing's next frontier

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Thank you, so do I.

David Freeman

Sustainability of message: H2coco founder's commitment to consumers

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Hi Harry, thank you for pointing this out I can confidently say both these bottles are in transition away from PET as we continue to impr...

David Freeman

Sustainability of message: H2coco founder's commitment to consumers

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I’m confused. He has a giant 2l hard plastic bottle in Coles and his pink bottle is also in plastic??

Harry

Sustainability of message: H2coco founder's commitment to consumers

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Great message from an Aussie company about sustainable business practices, particularly packaging. Wish more businesses would think more ...

Krisy

Sustainability of message: H2coco founder's commitment to consumers

Read more

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