Posts on Mar 2016

Lisa Claes – Executive Director of Customer Delivery, ING Direct

Organisational culture is your single biggest customer experience asset

team work

While you need the systems in place to underpin an organisation’s customer experience proposition, culture is the most important piece of the puzzle, says ING Direct’s Lisa Claes.

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Andrew El-Bayeh – Marketing Director, Merivale

Merivale’s end to end customer experience

Merivale

Visiting Merivale’s world-class venues is only one part of the customer experience. Merivale’s Andrew El-Bayeh outlines how the hospitality group is thinking CX before customers step foot inside.

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Mark Kessler - Head of Digital Strategy and Product Development, IAG

How start-up principles can revolutionise your organisation’s customer experience

Startup

Companies need to think lean and efficient if they want to provide first class customer experience says Mark Kessler, Head of Digital Strategy & Digital Product Development at IAG.

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Jason Bradshaw Director Customer Experience – Volkswagen Group Australia

Why an obsession with people – not a silver bullet – is the key to CX

Silver bullet

Forget about silver bullets. At the heart of a successful CX program is a laser-like people focus, says Jason Bradshaw, Director Customer Experience at Volkswagen Group Australia.

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Mark Abay - Content Director, Ashton Media

Programmatic: The three biggest challenges

Programmatic Hot Topics 2016

Like any burgeoning industry, programmatic is not without its opportunities and, of course, challenges. At the 2016 Programmatic Summit, a representative panel tackled three of the most high-profile issues: adblocking, viewability and ad fraud.

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Rikki Webster - Head of Marketing, JAPAC, Videology

Ad tech and the art of storytelling…

10-03-2016-image

Despite the rise of ad tech, cracks between creative and programmatic remain. Rikki Webster, Marketing Director JAPAC at Videology explains how to bridge these two worlds.

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David Pisker - Head of Customer Experience, Officeworks

The evolution of customer experience

Gorilla with digital Tablet

The elements of customer experience (CX) have long existed but it’s only in the last decade they have come together to form CX as we know it, says David Pisker, National Customer Experience and eCommerce Manager at Officeworks. And the evolution is far from complete.

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Mark Abay - Content Director, Ashton Media

The top takeaways from the 2016 Programmatic Summit

2016 programmatic summit

Didn’t make it along to the sold out 2016 Programmatic Summit or keen to refresh your memory on what you heard? Check out our wrap up of the key learnings.

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