If there’s one lesson Luxury Escape’s chief customer officer, Jason Shugg, has learnt through the process of overhauling marketing, sales and service technology, it’s the importance of communication.

In a world of huge data growth, where data has been identified by some as the “new oil”, the most critical point for businesses is understanding the identity behind the data, according to Warren Jenson, chief financial officer, president and executive managing director of international, LiveRamp.

“If there are two sources of truth, there is no truth.” It’s a comment that screams common sense. Yet when you look at the state of the relationship between marketing and sales teams, it’s still not often the case, agrees Salesforce SVP and GM of Pardot, Michael Kostow.

Automated campaigns that didn’t exist 12 months ago have generated 16 per cent of a total 37 per cent digital marketing revenue growth for the team at Sheike in the past year.

​Price Attack has overhauled its brand strategy, re-evaluated its partner network and instituted a data-led customer lifetime value and retention transformation program in order to jump-start company growth.

​Head of data and personalisation at Endeavour Drinks, Andy Sutton, had a very clear remit when he started at Dan Murphy’s 18 months ago: To transform customer experience (CX) in a way that not only drives revenue, but also drives a better outcome for customers.

Australia might be lagging on consumer data privacy legislation, but several local companies will still need to comply with global legislation, the latest of which is the rollout of the California Consumer Privacy Act (CCPA) on 1 January 2020.

Leaders in customer experience (CX) gathered at the Oracle Modern Cloud event this week to discuss customer journeys, good CX, and how best to achieve it.

For most women, a bra is a very personal and rarely spoken about thing. So to use artificial intelligence (AI) for not only determining a better bra fit for women, but for personalising the marketing journey, could easily have flipped over the line from helpful to creepy.

Orthodontic and dental brand, Invisalign, has chalked up 35 per cent growth in Asia-Pacific, 13 per cent lift in the US and secured more than 30,000 consultations through a custom mobile-led concierge app after a digital marketing transformation.

Marketers need to work harder to provide customers with transparency and an ability to control their own data as part of their ethical – and not just legal – responsibility towards them, Salesforce global CMO, Stephanie Buscemi, believes.

Salesforce has debuted a new open cloud data initiative, fresh connectors for data integration across disparate systems to create a single source of truth, and single customer identification across its product ecosystem in a bid to bring the Customer 360 vision to life.

​It’s November so, naturally, the call out to grow a ‘mo and help prevent male suicide for Movember is top of mind. But how does a not-for-profit like the Movember Foundation harness its data to create a strategy for better personalisation, targeting, and all year round messaging? And, most importantly, how do they do this in a cost effective way?

Technology has finally given marketers the tools to answer the tough questions around how, where and when to spend their marketing dollars. But it’s the ability to transform alongside technology, gain internal buy-in for change and iterate that’s vital to achieving success.

Adobe and Evergage have topped the latest Forrester Wave rating digital intelligence platform providers based on product offering, strategy and market presence.

Control group data, economic graphs, path to purchase insights and ad measurement are just some of the ways brands including Canva, Google, LinkedIn and Red Balloon are tailoring products, services and content to customers and audiences.

More than 30 per cent revenue growth online a year-and-a-half and a highly collaborative cross-functional workforce are just two achievements True Alliance has realised after transforming its digital platforms, processes and organisational approach.

One of the challenges of bringing any advanced technology to market is that it can sometimes be ahead of customers’ ability to use it. That problem is further compounded when the technology is capable of solving problems clients are not yet aware they have.

As Aussies gain access to alternative payment services such as Afterpay, as well as strive to better manage debt, credit card applications have been declining. Put this together with the emergence of new digital-first banks locally, a Royal Commission, and an Open Banking regime allowing consumers to more easily share personal data with another financial services provider, and you’re looking at a perfect storm of disruption for established players such as Citi.

Consumers are willing to share their personal data in exchange for personalisation, depending on whether the service meets their expectations, according to Deloitte’s eighth annual Media Consumer Survey. And consumers want the ability to have their data removed, but the choice to do this is impacted by loss of personalisation, according to the survey.

​ If Wilson Parking’s GM of marketing and customer experience, Vanessa Lyons, had to pinpoint one challenge she faced during her transformational first year with the parking operator, it’s overcoming traditional business mindsets.