Genesys

Strategy

12 CX predictions for 2022

As we usher in 2022, CMO asked the industry to share their top predictions around customer experience capability and culture, from the tech innovations driving its advancement, through to communication trends, measurement and the very human elements required in every CX approach.

Digital Marketing

Why channel-based marketing is becoming obsolete

Things were so easy for digital marketers in the 1990s, when the world simply consisted of desktop Web pages and email. Now, as we exit the 2010s, digital channels have proliferated, with chatbots, voice assistants and half a dozen messenger apps all vying for customers’ attention.

Strategy

How Westpac NZ is working to service its CX ambitions

It sounds ridiculously ambitious for a big four bank to become one of the world’s great service companies, but that’s just what Westpac NZ is trying to achieve, and it has the CX management technology to prove it.

Digital Marketing

Case Study: How Ravensdown leveraged Genesys to boost CX capabilities

The volatile agriculture industry is placing increasing pressure on industry players like fertiliser co-operative Ravensdown to adopt more innovative ways to boost customer experience and engagement in order to maintain a competitive edge. Ravensdown’s CIO, Mark McAtamney, revealed how leveraging Genesys technology helped boost the co-operative’s customer-centric capabilities and offer deeper insights to help better meet customer needs.

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Featured Whitepapers

State of the CMO 2021

CMO’s State of the CMO is an annual industry research initiative aimed at gauging how ...

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Blog Posts

How the pandemic revealed the antidote to marketing’s image problem

What does marketing truly ‘own’ in most organisations? Brand and campaigns, definitely. Customer experience? That remains contested ground.

Murray Howe

Founder, The Markitects

Still pursuing a 360-degree view of the customer?

On the Internet, nobody knows you’re a dog.” It may have been true in 1993 when this caption to a Peter Steiner cartoon appeared in the New Yorker. But after 30 years online, it’s no longer the case.

Agility in 2022

Only the agile will survive and thrive in this environment and that’s why in 2022, agility will need to be a whole-business priority.

Sam McConnell

Melbourne bureau chief, Alpha Digital

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