Companies looking to automate all their customer experience using artificial intelligence (AI) or machine learning are likely to fail at delivering the seamless, post-channel CX experiences customers want.

Amazon’s launch in Australia has significantly boosted online shopping behaviour across the wider local retail landscape, generating more sales across a wider array of local ecommerce and brand websites. But not everyone is benefitting and those in the mid-share, mid-market space stand to lose the most from the US giant’s arrival on our shore long term.

Behavioural modelling and experimentation have allowed workplace relationships specialist, Employsure, to chalk up a 109 per cent uptake in conversions.

​Marketing leaders from B2B and B2C organisations convened on Sydney's Aria restaurant on 6 June to discuss how they can better improve their utilisation of digital marketing technologies in order to drive revenue opportunities for their brands. Here are pictorial highlights from our exclusive lunch.

Today’s brands are too uptight and need to ‘unbrand’ if they’re to have a hope of meeting dynamic and changing consumer expectations, a leading Gartner analyst says.

As Camp Australia’s first-ever CMO, Tom Dusseldorp, is on a journey to help lead the traditional 30-year-old bricks and mortar business further and deeper into the world of digital.

​Front-end collaboration with cross-functional partners, closing the feedback data loop and hiring people who want to be customer-led are the keys to successful customer service evolution.

GoGet Carshare has teamed up with Amazon Alexa to enable carshare users with an Alexa-enabled device to book a vehicle by voice. It’s a move GoGet claims is an Australian-first for the car share industry.

​Financial services companies have long feared the world’s technology giants would start coming after their customers, and it appears those fears are not without foundation.

Employee engagement tops the list of major concerns when delivering CX improvement projects, according to a new Gartner survey.

All the latest martech and adtech news this week from Facebook, LinkedIn, Twitter, Zendesk and more.

​Isentia’s chief product manager and former CMO, Richard Spencer, has resigned from the organisation.

​A new tagline is the beginning of Xero’s evolution from a pure accounting software supplier to a more holistic small business platform, a move, it says, is vital in a changing market.

Good Shepherd is using the power of data analytics to help Australian consumers alleviate themselves from poverty.

Shiseido is building a global customer data platform, investing in omni-channel marketing automation and driving real-time engagement capability as part of a major transformation program aimed at providing more relevant experiences to customers.

​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.

Salesforce has debuted fresh Google integrations along with machine learning-powered capabilities across its Marketing, Service and Commerce Clouds as part of efforts to improve the way brands build connected customer experiences through its platforms.

CMO is very excited to officially open submissions for the 2018 edition of our CMO50 program.

​Unlockd has been granted interim injunctions from both the English High Court and the Federal Court of Australia to prevent Google from disabling AdMob-generated advertising content and removing Unlockd apps from the Google Play Store in the UK, Europe and Australia.

Leading Australian loyalty membership program, flybuys, has no shortage of data on its millions of members. So when the team started looking for ways to create customer surprise and delight to kick off the 2018 year, it latched onto the idea of turning these vast stores into hyper-personalised content customers could not only engage in, but also learn something about themselves.