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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