Deloitte

Leadership

CMO profile: Redhill reflects on 18-year career with Deloitte

Creativity at the heart of strategy is the interesting place to be, says Deloitte Consulting global CMO, David Redhill. And having occupied such a position with the consulting giant for over 18 years, it’s one he’s confident he can find in his next professional role.

Digital Marketing

3 Australian CMOs explore the global marketing trends expected to dominate 2021

The world of 2021 marketing and commercial growth will be driven by human connection and the overarching need for organisations to not only be trusted but also embraced by the customers they’re striving to engage with. That was the overarching takeaway of Deloitte’s recent 2021 Global Marketing Trends report, which was explored practically this week through the experiences of trio of leading Australian chief marketing officers from Coles, ANZ and Telstra.

Digital Marketing

Survey: Covid boosts all digital entertainment

With a global pandemic upon us, news, rather than film, is the must-see event of 2020, according to the latest Deloitte Australia Media Consumer Survey. From Covid to bushfires, Australians have binged on news content updates on the small screen and social channels, reflected in an overall increase in all news sources across all demographics during lockdown.

Customer Experience Management

Report: Brands failing consumers on privacy

None of Australia’s top 100 consumer brands meet consent best practices for cookie management, according to the Deloitte Privacy Index 2020.

Leadership

Brand purpose must be all year round

​Brands that do not stand for something are wasting their power and their voice, not to mention commercial opportunities, said a professor of management at Macquarie Business School.

Digital Marketing

Report: Connectivity key for next decade in technology

Connectivity will be the key to unlocking the technology trends in the next decade, according to the Deloitte Technology, Media, and Telecommunications Predictions 2020 report. ThIs interconnectedness is expected to be a key driving force in shaping the impact and value of technology in the coming years.

Digital Marketing

Predictions: 10 Customer experience trends for 2020

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.

Digital Marketing

Report: Mobile losing ground to smart speakers

​Mobiles are the fastest growing device for ecommerce payments, privacy concerns are growing, and consumers are sceptical about the benefits of 5G, a new survey has found.

Digital Marketing

Loyalty programs respond to ACCC draft report

Submissions are now closed following the Australian Competition and Consumer Commission's (ACCC’s) draft report highlighting a number of concerns about customer loyalty programs, in particular the sharing of consumer data without consumer knowledge.

Customer Experience Management

Survey: Consumers balance data privacy against personalisation

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.

Strategy

Why data security matters to your CX efforts

As data moves to assume a central role within business in the digital era, its importance to marketing and customer experience professionals has never been greater. But nor has the need to ensure the security of such data.

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.

Digital Marketing

Emotion analytics: The X factor in CX?

“Focus on your customers”, Warren Buffet reportedly said. Savvy marketers take note: The renowned investor’s advice is borne out by the latest CX research from Forrester. According to the analyst firm’s 2018 Australian Customer Experience Index, emotion has a bigger impact on brand loyalty than ease or effectiveness and is the critical piece in becoming a standout CX leader.

Digital Marketing

Deloitte: The average consumer is gone

Gone are the days of the ‘average consumer’ and the idea that there's a one size fits all when it comes to marketing, according to Deloitte.

Digital Marketing

Report shows Aussie enterprises not ready for AI

​While the majority of Australian businesses agree AI will provide them with a significant competitive advantage in the coming years, few are prepared for the implementation and risks that go along with AI, a new report shows.

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Blog Posts

How the pandemic revealed the antidote to marketing’s image problem

What does marketing truly ‘own’ in most organisations? Brand and campaigns, definitely. Customer experience? That remains contested ground.

Murray Howe

Founder, The Markitects

Still pursuing a 360-degree view of the customer?

On the Internet, nobody knows you’re a dog.” It may have been true in 1993 when this caption to a Peter Steiner cartoon appeared in the New Yorker. But after 30 years online, it’s no longer the case.

Agility in 2022

Only the agile will survive and thrive in this environment and that’s why in 2022, agility will need to be a whole-business priority.

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