Many brands set store by levels of customers’ trust but cracks are appearing in the value of measuring it. That's the view of Fifth Dimension CEO, Lyndall Spooner, whose research consultancy is trying to dissuade clients from using trust scores.

Businesses achieving high Net Promoter Scores (NPS) are invariably gratified by this single number. But arguably, there has been some blind trust as to how significant this figure is on the bottom line.

Cash Converters is aiming to perform a hat trick: Focus better on customers, enhance digital capabilities across sales and marketing, and beef up brand awareness.

Technology and data are transforming customer service support in unprecedented ways, making the pursuit of it a strategic priority for CMOs. In our latest Food for Thought series we asked leading marketers: What ways are technology and data transforming customer service and support?

To amalgamate three brands into one, while simultaneously streamlining costs and improving profitability and customer satisfaction and brand recognition, is no mean feat.

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.

​CBA has delivered a $4.8 billion half year profit, despite the financial giant being plagued with scandals that have seen it become the subject of a royal commission, and forced to pay millions in ASIC fines and customer refunds.

If you’re just going to sit in your functional silo and do more of what you’ve always done, then you’re not going to go far as a customer experience leader.

The man responsible for operationalising customer advocacy as a company-wide initiative at Telstra is retiring.

Top-performing companies today are the ones that have moved from perceiving customer experience as a metric, to treating it as a management system, according to one of Bain and Company’s Asia-Pacific customer practice leaders.

Telstra will announce a new chief marketer in four to six weeks, Telstra CEO David Thodey said this morning.