Deloitte

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.

Digital Marketing

Deloitte acquires another martech agency

Deloitte has picked up another digital firm, this time building out its marketing technology skills and capabilities around the Salesforce Marketing Cloud.

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

Taking performance cues from east Asian markets

As the ‘Asian century’ becomes ever more prevalent and the Fourth Industrial Revolution gathers speed, marketers are having to surf a tidal wave of creative destruction. The choice is stark: Embrace change, or resign yourself to a Darwinian fate.

Dr Chris Baumann

Associate professor, Macquarie University

Searching for social and marketing data

Many marketers, agencies - and everyone in between - get caught up on bubble references and data points. They’ll use Facebook best practice as the only best practice for Facebook executions and only consider metrics and responses of the one channel they’re expected to deliver on.

Isaac Lai

Connections strategy lead, VMLY&R Sydney

Why Australia needs more leaders

A few weeks ago, our Prime Minister, Scott Morrison took it upon himself to tell companies and their CEOs where to go when it came to societal issues. It wasn’t an organisation’s place to get involved. Instead, he said it should be left to governments to solve societies challenges.

Dan Banyard

Managing director, Edentify

Congratulations! So good to see a business turnaround with a good omni channel email lead strategy.Antanthonyidle.com

Anthony Idle

How Total Tools overhauled its omnichannel marketing

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Well, you can always improve your service. Your customers will appreciate your efforts.

Mike Thompson

Report: Australian customer experience good but not great

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Thanks for sharing! Terracotta Jewellery Online Shopping Ethnic Jewellery Online Shopping

Cotton Sarees Online

How data is driving the customers of a lifetime for BaubleBar

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Informative blog. Xero is a well-known revolutionized accounting software, specifically developed to provide best User Experience and mak...

NavkarConsultancyServices

Xero evolves to fit a changing marketplace

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>Writes article about how to show diversity in an authentic way>All featured opinions are from white women

Jennifer Metcalfe

Food for Thought: How can brands show diversity in an authentic way?

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