The customer feedback management (CFM) market in the Asia Pacific is growing as more marketers see the technology as vital to transforming customer experience (CX).

​Forrester has released its Forrester Wave: Customer Feedback Management Platforms, Q4 2018 report, detailing the nine providers who are transforming customer feedback management (CFM) and therefore the customer experience (CX).

As consumers, we’re well accustomed to ads from brands ‘following’ us around the Internet, and brands using information we’ve volunteered – or they have gathered – to offer us products and services we may be interested in.

​Customer experience is crucial for brands moving into the future, as consumers become less interested in products and more interested in experiences.

Hyundai Motor Company Australia has accelerated its way from ninth to second position in the ranks of Australian automotive companies for service after overhauling its customer experience approach.

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.

We are entering the era of relationships where the process of understanding what’s happening with customers, then delivering against those needs, is crucial to building brand connections that sustain businesses.

​More than 50 marketing and CX managers and leaders gathered at Melbourne's Crown Casino on 24 May for CMO's latest breakfast on creating intelligence customer connections, sponsored by InMoment. Here are some pictorial highlights of the morning.

What does it really take to craft a memorable experience with your customers? Who should be leading it? And how do you action the insights you have to achieve it?

Marks & Spencer has seen overall satisfaction across its stores increase by an average of 23 per cent after rolling out a global customer service listening and insights program internationally.

Voice of customer (VOC) programs are becoming increasingly popular with marketers, but there are some general do’s and don’ts to follow if they're going to succeed.

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