Customer experience transformation is not just about the customer, it’s about how your employees come together cross-functionality and with agility to solve customer problems, says NRMA’s Tina Morell.

Care, delight and range are the three propositions driving Winning Group’s latest online retail offering, Andoo, its chief marketing officer says.

A premium version of Mambo harking back to the iconic brand’s artistic and cultural grassroots and aimed at fans new and old is the second direct-to-consumer offering from Australian family-owned business, Caprice.

Adobe’s recent 2022 Digital Trends Report across Asia-Pacific paints a clear picture of digital’s significance today and into the future on CX. It found A/NZ businesses in particular are set to outstrip other global regions in customer experience investment in 2022 in response to the pandemic-induced surge in new digital consumers and online behaviours. Challenges in coping with these changes remain, however.

The Australian Olympic Committee (AOC) set its sights on an online fan hub as a digital destination for gamified fan experiences during the recent winter Olympics.

Customers might be the most important part of many organisations, but by definition, they tend to be external to its processes and functions. They can be polled, surveyed and observed, but inevitably they are at risk of being left out of key decisions, especially during times of extensive or rapid transformation. But when it came time for Super SA to undertake its digital transformation, the leadership team found a simple yet effective way of keeping customers at the centre of their thinking.

An Australian social network-based community is taking its first steps in the retail arena, launching an online marketplace of products for caravan and camping enthusiasts.

More than 1.6 million unique impressions, a 30 per cent uplift in sales and a wider understanding of audiences open to non-alcoholic beverages are just a few wins for Lyre’s Spirit Company following a Covid-fuelled digital advertising play.

As we wave goodbye to the year that was 2021, CMO presents our top 21 stories of the year across CMO Australia based on audience engagement.

The Commonwealth Bank’s decision to integrate retail offers into its mobile banking app signals the arrival of the ‘super app’ play to Australia’s financial services market and a new generation of integrated consumer experiences, industry experts agree.

Digital technologies have delivered a host of ways for observing the behaviours of customers and listening in to their conversations. They have also introduced methods for marketers to engage with customers in their natural environment – if they dare.

Bricks and mortar are going ever more digital as the Housing Industry Association’s (HIA) traditionally face-to-face membership business model transforms off the back of a website overhaul.

Three months after doubling conversions through a new ecommerce, ordering system and website overhaul, Barbeques Galore is looking to cook up even bigger sales with the debut of its third-party marketplace strategy.

Nicole Sheffield has switched Australia Post for Wesfarmers, joining the ASX-listed retail owner to supercharge its digital and data capabilities.

More than 80 per cent customer satisfaction scores and 90,000 call deflections are just some of the metrics giving National Australia Bank’s Reveka Katakis confidence in the company’s evolving digital and social customer service approach.

Accelerating digital-first experiences and enablement off the back of growing digital uptake by banking and insurance customers is in the sights of Suncorp Group as the company reports its FY full-year financial results.

Building direct engagement with customers while bolstering brand discovery and sales through a two-pronged marketplace approach is the aim of the game for HMD Australia after a rapid-fire technology investment.

A national rewards program is in the sights of eftpos’ new recruit and digital strategist, Mark Britt, as he joins the group as the new chief of its Beem It division.

Building community engagement and loyalty through gamification, mixed reality activations and tailored communications is the name of the game for Ranfurlie Shopping Centres after investing in a new digital platform.

One of the lasting legacies of 2020 will be the boost it gave to digitalisation projects in Australia, as consumer flocked to the Internet to buy groceries, order food and entertain themselves.

Industry associations and thought leaders have welcomed the Federal Government’s $1.2 billion investment into Australia’s digital economy as part of this year’s budget, as well as the emphasis on supporting women in the workforce, recognising both as mechanisms to sustaining Australia’s economic growth.