TerryWhite Chemmart has taken a customer-first approach and has improved its customer satisfaction ratings as a result.

Harnessing marketing and digital technology more successfully to improve customer experience is not surprisingly topping the list of 2020 priorities for a number of Australia’s marketing leaders.

In mid-2019, one of the most significant changes to how Australians interact with their financial services providers kicked off with barely a whimper.

If there’s one lesson Luxury Escape’s chief customer officer, Jason Shugg, has learnt through the process of overhauling marketing, sales and service technology, it’s the importance of communication.

Total Tools, a professional tool retailer, admits it was a little behind the eight ball when it come to marketing. But since overhauling strategy over the last two years, the company has caught up to the tune of a 1100 per cent growth in online.

​Head of data and personalisation at Endeavour Drinks, Andy Sutton, had a very clear remit when he started at Dan Murphy’s 18 months ago: To transform customer experience (CX) in a way that not only drives revenue, but also drives a better outcome for customers.

Technology is changing faster than marketers can keep up, offering up a never ending land of promises. Increasingly, hard decisions need to be made regarding which technology to implement and whether it can be tied back to measurable marketing objectives. Technology for technology’s sake can wind up being a costly exercise with no point.

Leaders in customer experience (CX) gathered at the Oracle Modern Cloud event this week to discuss customer journeys, good CX, and how best to achieve it.

Oracle CX’s CMO, Des Cahill, is heartened to see customer experience (CX) becoming a boardroom priority for business differentiation, he told CMO at Oracle’s Modern Cloud event this week.

For most women, a bra is a very personal and rarely spoken about thing. So to use artificial intelligence (AI) for not only determining a better bra fit for women, but for personalising the marketing journey, could easily have flipped over the line from helpful to creepy.

​First State Super has found out first-hand what a difference a good digital experience can make to consumers, marketing, and the bottom line.

​For a provider of loyalty programs across some of the biggest brands in the world, it’s pretty important Aimia gets personalisation and customer engagement right.

Convenience, personalisation, and experience will be the key brand differentiators as a new generation of consumer enters the picture.

Control group data, economic graphs, path to purchase insights and ad measurement are just some of the ways brands including Canva, Google, LinkedIn and Red Balloon are tailoring products, services and content to customers and audiences.

​Differentiating Fitness First in what is a highly competitive and personal space cannot be easy, and yet Fitness First makes it looks so as it powers towards one-to-one, personalised customer experience (CX).

Consumers are willing to share their personal data in exchange for personalisation, depending on whether the service meets their expectations, according to Deloitte’s eighth annual Media Consumer Survey. And consumers want the ability to have their data removed, but the choice to do this is impacted by loss of personalisation, according to the survey.

​In its latest effort to modernise to provide the kind of customer experience the consumer now demands, Baby Bunting has undergone a brand refresh to facilitate a better emotional connection with customers through increased personalisation.

It’s a problem most marketing teams now face: How to make real-time engagement a reality and personalised? This past year, Travel Money Group has been doing something about it, and chalked up a 12 per cent lift in email sales as a result.

Today’s marketing teams are filled with specialists in fields such as data analytics or the use of specific tools, and the introduction of artificial intelligence (AI) is threatening to increase the need for dedicated professionals. But perhaps AI might also be the tool that finally lets marketers get back to doing marketing?

A digital marketing and personalisation transformation has not only helped National Tiles lift online retail sales to 15 per cent of total revenue, it’s also seeing average online basket values soar.

Gap might be a significant fashion retailer globally, but two years ago, the group was lacking a data-driven strategy that could bring personalisation to its digital and physical customer experiences.