A Brand for social justice
In 2020, brands did something they’d never done before: They spoke up about race.
Strategy
When incoming JAX Tyres & Auto CEO, Steve Grossrieder, took the reins in 2017, he soon discovered the company had been quite good at customer service, yet was lacking the consistency of an embedded customer experience platform and approach.
People
Insurance business, DUAL, tapped video to promote mental health awareness, celebrate events, brief staff and stakeholders and keep its unique internal culture alive during the coronavirus lockdown.
Measurement & Analytics
InMoment has launched Experience Intelligence (XI), a new platform that brings together a collection of software and services designed around the concept of owning and improving the key moments in customer and employee journeys.
Strategy
A focus on safety, adapting products to circumstances and recognising the dotted line between employees and customers were common refrains from Hugo Boss and Post Office UK during this week’s Qualtrics 'Work Different' event.
Leadership
A new survey has found most Australian organisations plan on giving staff access to leave, paid time off, or the ability to work from home in order to ride out the COVID-19 crisis.
Leadership
Forrester has released The Forrester New Wave: EX Management Platforms for Large Enterprises, Q1 2020, naming Qualtrics, Confirmit, Medallia, and MaritzCX as leaders in employee experience management (EX) platforms.
Digital Marketing
La-Z-Boy has been around for nearly 100 years. However, in the 1990s, the recession and various competitors manufacturing overseas hit the company hard and it decided to switch up its marketing to attract more affluent and younger buyers, as well as women.
Measurement & Analytics
InMoment is merging with MaritzCX in a deal aiming to create the world’s largest enterprise customer experience technology company.
Strategy
Lenovo is on a journey to become more customer-led, although its customer experience chief is the first to admit it's not there yet.
People
Transforming the employee experience aids communication, improves transparency and boosts engagement and this, in turn, drives improvements in customer experience. That's the message from Facebook's Transform Sydney event held this week, where the social media giant put its employee experience (EX) tool, Workplace, on show.
People
When you are dealing with holiday makers who expect exceptional customer service, ‘gut feel’ isn’t going to cut it.
Customer Experience Management
Customer experience (CX) is being superseded by human experience (HX) and it is those companies who recognise this who will have an advantage.
Customer Experience Management
When Allianz Retire+ was looking to build and launch a new product, Future Safe, it wanted to shake things up.
Leadership
Aiming for bigger and better digital experiences could well be a double-edged sword for marketers and in fact lead to poorer experiences for customers, Riverbed's CMO says.
Strategy
Experience is the new brand, and customer and employee experience are vital for the continued success of any business.
Leadership
With the death of the old 9-5 working day, and as more Australian companies look to implement innovative and flexible working arrangements to attract and retain the best talent, WeWork is expanding locally, and bringing with it a unique, ‘hands on’ marketing strategy.
Customer Experience Management
While most larger Australian companies are intent on achieving digital transformation for a better customer experience (CX), research commissioned by Microsoft Australia has revealed while 69 per cent of local enterprises say they have an integrated digital transformation strategy, only 28 per cent have a company-wide strategy for sharing data, meaning projects are failing.
People
The decision to give employees control of marketing its iconic 2018 Christmas campaign on social media has not only driven stronger consumer take-up of in-store services for John Lewis & Partners, it’s also improved employee engagement.
Customer Experience Management
In recognition that employee experience is directly linked to customer experience (CX), Nestlé has implemented Workplace by Facebook to break down barriers and build a more collaborative workplace.
People
It’s long been known happy employees are more productive and less likely to leave. It is also now becoming increasingly understood employee happiness and engagement play a key role in customer satisfaction.
People
Successful companies recognise innovation requires a culture of diversity and inclusion. Not only that, many brands understand the importance and impact of both practices on the overall customer experience they're delivering.
CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...
CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...
In this latest episode of our conversations over a cuppa with CMO, we catch up with the delightful Pip Arthur, Microsoft Australia's chief marketing officer and communications director, to talk about thinking differently, delivering on B2B connection in the crisis, brand purpose and marketing transformation.
In 2020, brands did something they’d never done before: They spoke up about race.
‘Business as unusual’ is a term my organisation has adopted to describe the professional aftermath of COVID-19 and the rest of the tragic events this year. Social distancing, perspex screens at counters and masks in all manner of situations have introduced us to a world we were never familiar with. But, as we keep being reminded, this is the new normal. This is the world we created. Yet we also have the opportunity to create something else.
In times of uncertainty, people gravitate towards the familiar. How can businesses capitalise on this to overcome the recessionary conditions brought on by COVID? Craig Flanders explains.
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JSafra Bank
Google+ and Blogger cozy up with new comment system
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Collins Johnson
Oath to fully acquire Yahoo7 from Seven West Media
Great content and well explained. Everything you need to know about Digital Design, this article has got you covered. You may also check ...
Ryota Miyagi
Why the art of human-centred design has become a vital CX tool
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Cecille Pabon
Report: Covid effect sees digital events on the rise long-term
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Sanwataram
Predictions: 14 digital marketing predictions for 2021