More than four in 10 customers have switched brands over the past year as they sought out better customer service, a new report has found.

AI-powered service operations, along with more personalised marketing and digital journeys thanks to an omnichannel customer view, are the latest milestones achieved by True Alliance as it progresses its digital transformation journey ambitions.

Push notifications and building out nuanced journeys and segments and getting a full picture of global customer are now in the sights of Australian fashion brand, Dissh, after taking the plunge and purchasing a new martech platform.

Understanding what’s driving customer engagement and rapid-fire website innovation are a couple of the benefits Aussie fintech, HelpPay, is gleaning from early investment into a digital marketing platform.

Diversity and inclusion is one of the biggest cultural challenges organisations are grappling with in 2022. But it’s not necessarily the topic you’d expect a fintech scale-up to be actively trying to cement a position on when it’s still in its brand infancy.

Using technology to build relationships, data to understand customers and connecting through deeply human experiences to keep them is how Macquarie Bank’s retail brand is looking to build scale.

The latest Gartner Magic Quadrant for content marketing platforms has highlighted Optimizely (Welcome), Sprinklr, Skyword and Seismic as leaders both in terms of vision and ability to deliver.

During the recent Adobe Summit, personalisation strategy leaders from two dominant global retailers – M&S and Victoria’s Secret – shared key steps they’d taken to build out respective personalisation strategies, from measurement frameworks and initial business cases to how to find the right areas of personalisation first, goal setting, cultural buy-in and more.

Personalising content more effectively and at scale, refining digital capability using AI and unifying channel experiences are in the sights of Petbarn’s digital chief as the business looks to take the next leap up with its martech stack.

The supermarket shopping experience of the future will not only be driven by seamless and personalised omnichannel experiences that mitigate friction in the buyer journey for customers, they’ll be predictive, Coles’ technology and customer experience chief says.

With the desire to deliver personalised experiences crashing headlong into consumer privacy concerns, marketers are having to walk a fine line between extracting value from customer data while keeping them onside. But Australian independent speciality photographic store, digiDirect, has found a way to increase basket size by focusing personalisation initiatives onto something it already has complete knowledge of – its products.

As the industry shakes off a second year of adapting to global pandemic conditions and an ever-more digitally savvy and socially aware consumer, it’s clear digital marketing faces another evolution in 2022. CMO has canvassed a wide array of predictions from across the industry to find out what’s on the cards for digital marketing in 2022.

Signet found itself facing the dual challenge of lifting customer sentiment and digital infrastructure capability in order to pursue growth.

As one of Australia’s oldest theatrical institutions, Theatre Royal Sydney might sometimes take its cues from theatre houses of New York and London, staging shows like Alanis Morissette’s Jagged Little Pill. But audiences could be surprised to learn this also extends to how it manages customer relations.

A Net Promoter Score of +74 and 30 per cent year-on-year growth are just some of ways BizCover’s transformative investment into personalised and increasingly automated customer service and marketing has delivered.

Personalisation has never been important in the way brands provide experiences to their customers. And in a world where digital is the primary vehicle of engagement, and data is exchanged, customer expectations on how personalised experiences need to be are higher than ever.

More than $160 million in incremental turnover and a seamless connection between physical and digital customer engagement are just some of the big wins for Tabcorp since kicking off its best-in-class personalisation program.

Personalisation is a cornerstone of delivering relevant and real-time experiences to customer that count. In our latest Food for Thought series with leading marketers, we asked three brands: What does personalisation mean for your marketing mix and how does it drive better customer experience?