A Brand for social justice
In 2020, brands did something they’d never done before: They spoke up about race.
Strategy
As recent months have clearly shown, having a strong digital marketing and commerce capability has been one of the defining factors of those organisations that have best coped with the COVID-19 crisis.
Measurement & Analytics
Customer feedback management (CFM) platforms and are becoming increasingly crucial in the martech stack and vendors including Clarabridge, Medallia, InMoment, Qualtrics and Confirmit are leading the way.
Measurement & Analytics
Pharmaceutical wholesaler, Sigma Healthcare, knew it needed to modernise with a renewed customer-first approach. In choosing the new platform to support these aims, however, it was very much a case of evolution, rather than revolution, as any new system needed to fit with its legacy tech while offering a future path for continual development.
Strategy
The Coffee Club was facing a situation many brands find themselves in today: Meeting rising customer expectations along with the need to harmonise its customer insights.
Strategy
Three of Australia’s most dynamic brands sat down to discuss customer experience (CX) and why it is so vital at Twilio’s Engage event in Sydney this week.
Strategy
Parent company for retail power tool brands including Milwaukee, Vax, Ryobi and AEG, TTi, realised it needed to develop a single view of customer to meet the rising tide of customer expectations in the era of disruptors.
Measurement & Analytics
For a company that receives over 200,000 customer responses each year, implementing a voice of customer (VoC) platform can seem more than a little daunting. Add in some 25 different trackers (most companies have two), and the program can become downright unmanageable.
Measurement & Analytics
Three-quarters of organisations increased customer experience (CX) technology investments in 2018, according to Gartner.
People
When you are dealing with holiday makers who expect exceptional customer service, ‘gut feel’ isn’t going to cut it.
Measurement & Analytics
Usabilla, Pulse Insights and ForeSee have been named strong performers in the first Forrester Wave: Digital Voice-Of-The Customer Specialist Platforms, Q2 2019.
Digital Marketing
PEXA’s mission was a humble one: transform a 150-year-old legal process for property exchanges, enabling them to be completed securely and remotely. The company did this by taking a system entrenched in manual, paper transactions, digitising it and putting it online. Yet this wasn't enough, and PEXA went further by adopting Medallia, a best-of-breed application, to transform its member feedback systems.
Measurement & Analytics
Virgin Australia has had so much success enhancing customer experience by implementing voice of customer technology on its mobile app, the airline is now implementing the capability across other digital channels.
Measurement & Analytics
A new voice-of-customer management system is not only closing the loop on client experience feedback for international money transfer company, OFX, it’s also actively informing products that build competitive edge.
Measurement & Analytics
Scoot Airlines has made a significant investment into a voice-of-customer platform and overhauled its customer service and experience team structure in order to make CX its key competitive advantage in the low-cost carrier market.
Leadership
Humility and courage are key to implementing a successful voice of customer (VoC) transformation program, as is a willingness to be open to the fact you might have been wrong, sometimes for years.
Strategy
The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their culture in order to find sustainable improvement.
Measurement & Analytics
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.
Strategy
Sydney Water’s move to hatch an innovation lab is helping reframe problems and forms a key part of the utilities’ overarching CX strategy, according to customer experience solutions manager, John Isben.
Strategy
CX professionals may not like to admit it, but one of the benefits of a low customer satisfaction score is plenty of room for improvement and potential easy wins. But what do you do if your customer satisfaction is already high?
Measurement & Analytics
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.
Digital Marketing
The shift to Bupa as a health and care provider, rather than a simple insurer, is a step closer with the launch of its new messaging direction, ‘Life is a gift. Take care of it’.
CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...
CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...
In this latest episode of our conversations over a cuppa with CMO, we catch up with the delightful Pip Arthur, Microsoft Australia's chief marketing officer and communications director, to talk about thinking differently, delivering on B2B connection in the crisis, brand purpose and marketing transformation.
In 2020, brands did something they’d never done before: They spoke up about race.
‘Business as unusual’ is a term my organisation has adopted to describe the professional aftermath of COVID-19 and the rest of the tragic events this year. Social distancing, perspex screens at counters and masks in all manner of situations have introduced us to a world we were never familiar with. But, as we keep being reminded, this is the new normal. This is the world we created. Yet we also have the opportunity to create something else.
In times of uncertainty, people gravitate towards the familiar. How can businesses capitalise on this to overcome the recessionary conditions brought on by COVID? Craig Flanders explains.
Great content and well explained. Everything you need to know about Digital Design, this article has got you covered. You may also check ...
Ryota Miyagi
Why the art of human-centred design has become a vital CX tool
Interested in virtual events? If you are looking for an amazing virtual booth, this is definitely worth checking https://virtualbooth.ad...
Cecille Pabon
Report: Covid effect sees digital events on the rise long-term
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Sanwataram
Predictions: 14 digital marketing predictions for 2021
Nice!https://www.live-radio-onli...
OmiljeniRadio RadioStanice Uzi
Google+ and Blogger cozy up with new comment system
Awesome and well written article. The examples and elements are good and valuable for all brand identity designs. Speaking of awesome, ch...
Ryota Miyagi
Why customer trust is more vital to brand survival than it's ever been