Employee Experience

Measurement & Analytics

InMoment pitches for improvement with latest CX platform

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.

Leadership

Report: Forrester names employee experience leaders

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

Why data experience is the new customer experience

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 and MaritzCX to merge

InMoment is merging with MaritzCX in a deal aiming to create the world’s largest enterprise customer experience technology company.

People

Using collaboration to improve EX and boosting CX

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.

Customer Experience Management

Report: Data blindspots leading to digital and customer transformation failure

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

6 ways to close the employee experience loop

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.

Featured Whitepapers

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Blog Posts

Life beyond the cookie: 5 steps to mapping the future of marketing measurement

​There’s no denying there’s been a whirlwind of response to the imminent demise of the third-party cookie from all parts of the industry. But as we’ve collectively come to better understand the implications, it’s clear this change is giving the digital advertising industry the opportunity to re-think digital marketing to support core industry use cases, while balancing consumer privacy.

Natalie Stanbury

Director of research, IAB Australia

Ensuring post-crisis success

The COVID-19 pandemic has exposed brands’ CX shortcomings and a lack of customer understanding. Given ongoing disruption, customer needs, wants and expectations are continually changing, also causing customers to behave in different ways. Just look at hoarding toilet paper, staple and canned food, medicinal and cleaning products.

Riccardo Pasto

senior analyst, Forrester

A few behavioural economics lesson to get your brand on top of the travel list

Understanding the core principles of Behavioural Economics will give players in the travel industry a major competitive advantage when restrictions lift and travellers begin to book again. And there are a few insights in here for the rest of the marketing community, too.

Dan Monheit

Co-founder, Hardhat

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