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.

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.

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.

When you are dealing with holiday makers who expect exceptional customer service, ‘gut feel’ isn’t going to cut it.

​Customer experience (CX) is being superseded by human experience (HX) and it is those companies who recognise this who will have an advantage.

​When Allianz Retire+ was looking to build and launch a new product, Future Safe, it wanted to shake things up.

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.

Experience is the new brand, and customer and employee experience are vital for the continued success of any business.

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.

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.

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.

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.

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.

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.

Macquarie Bank’s decision to merge client experience (CX) with employee experience (EX) into one function has proven a landmark move that’s accelerated the bank’s customers capabilities and bolstered internal engagement.