Westpac

Strategy

Westpac: Lean in to complaints to transform your CX

Most business might consider complaints negative and something to be avoided, but Westpac has decided to ‘lean in’ and use complaints to transform its organisation and customer experience (CX).

Leadership

Announcing the CMO50 for 2018

Marketing leaders from the tourism, banking and FMCG sectors have taken out top three honours in the fourth-annual CMO50 for 2018.

CMO50 2018 #2: Martine Jager

2017 was a very big year for Martine Jager and the Westpac marketing team. Tasked with helping the organisation celebrate 200 years in the Australian market, she joined forces with her leadership team and a cross-functional group to inject history, traditional and emotional back into the Westpac brand.

Strategy

How Westpac NZ is working to service its CX ambitions

It sounds ridiculously ambitious for a big four bank to become one of the world’s great service companies, but that’s just what Westpac NZ is trying to achieve, and it has the CX management technology to prove it.

Digital Marketing

Westpac brings bank transacting to text messaging

Westpac customers will now have the opportunity to undertake banking transactions while text messaging after the banking giant announced new capabilities for Apple’s iMessage.

Leadership

Westpac appoints first customer chief

Westpac has appointed its first chief customer officer, hiring a former Disney executive from the US as part of a series of executive changes.

Leadership

Why digital natives are changing the face of customer delivery

Organisations looking to successfully deal with the next generation of digital-first customers must quickly embrace new technologies and be willing to innovate products and services in an agile fashion if they’re to retain competitive advantage.

Data brings banks closer to customers

Banks are seeking closer relationships with customers through greater use of customer data and new technologies, according to banking and telecom officials at the CeBIT Financial Tech conference in Sydney.

Featured Whitepapers

State of the CMO 2019

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

More whitepapers

Blog Posts

Cannes Part 1: Why brands must put human interactions at the heart of their business

As a Media Juror at this year’s Cannes Lions, I was fortunate enough to attend the world’s most influential festival of creativity and listen to thought-leading marketers from around the globe.

Nickie Scriven

CEO, Zenith

4 creative skills that will be useful forever

In recent times, the clarion call from futurists, economists, marketers, educators and leaders the world over is one of slight panic, “The world is changing and you’re not ready for it!” And of course, they make a very good point.

Kieran Flanagan and Dan Gregory

Speakers, trainers, co-authors

Why defining brand strategy is vital to capitalising on quick wins

Big brands were once protected from small brands by high barriers to entry. Big brands had the resources to employ big agencies, to crack big ideas and to invest in big campaigns. They had the luxury of time to debate strategies and work on long-term innovation pipelines. Retailers used to partner with big brands.

Troy McKinnna

Co-founder, Agents of Spring, Calm & Stormy

An interesting update considering that today is the easiest way it has ever been to measure contribution to the business as well as the h...

Frederic

State of the CMO 2019: Tenure shortens, pressure is on as marketers strive to demonstrate impact

Read more

I thought this was what Salesforce Audience Studio (formerly Salesforce DMP) was supposed to do. How are a CDP and a DMP different? I'm c...

Tony Ahn

Salesforce announces customer data platform

Read more

Well written Vanessa!! Agreed with your view that human experience is marketing's next frontier. Those businesses who are focused on the ...

Clyde Griffith

Forget customer experience, human experience is marketing's next frontier

Read more

Great tips for tops skills need to develop and stay competitive

Nick

The top skills needed to stay competitive in a rapidly changing workforce

Read more

The popularity of loyalty programs is diminishing, though I'd say it is because customers are savvy enough to recognise when a loyalty pr...

Heather

It’s time for marketers to rethink their approach to ‘loyalty’

Read more

Latest Podcast

More podcasts

Sign in