Leadership

Richard Burns – General Manager Customer Experience and Technology at Aussie

The customer experience balancing act

CX balancing act

Customer experience is the result of a delicate balancing act of technology, people and culture says
Richard Burns, General Manager Customer Experience and Technology at Aussie.

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Mark Abay - Content Director, Ashton Media

Customer experience in times of crisis

Khaled Akl

Khaled Akl experienced first-hand the importance of having a CX crisis management plan while overseeing operations for Unilever during the Arab Spring.

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Mark Abay - Content Director, Ashton Media

How customer experience is helping News Corp to connect

Kristen Haynes

With changing consumer habits and a shifting business model, could customer experience be News Corp’s secret weapon?

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Mark Abay - Content Director, Ashton Media

The top five takeaways from the 2016 Customer 360 Symposium

Harriet Wakelam at the 2016 Customer 360 Symposium

From choosing CX KPIs to defining them and understanding how your contact centre fits into the equation, we take a look at the top five takeaways from this year’s symposium.

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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

The top 10 CX pain points of Australian companies

CX pain points

Customer experience professionals are in the business of finding and fixing the pain points of customers, but what about theirs? We take a look at the challenges keeping our CX pros awake at night.

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Mark Abay - Content Director, Ashton Media

CX: A multiple decade initiative

Kerry Bodine

Customer experience expert Kerry Bodine says even companies already implementing CX initiatives are aware there’s some way to go and it’s an ongoing quest that isn’t likely to be ‘solved’ anytime soon.

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Mark Abay - Content Director, Ashton Media

The 10 top programmatic trends of 2016

Programmatic trends

If 2015 wasn’t the year of programmatic, 2016 certainly will be. In anticipation of the 2016 Programmatic Summit, we spoke to some of the biggest names in the space to pinpoint the trends to watch out for.

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Kuba Tymula

Australia’s digital transformation: How far have we come in 12 months?

Kuba Tymula

Ahead of next month’s Data Strategy Symposium, Kuba Tymula, CEO of Harris Partners, looks at the progress being made with data and digital transformation Down Under.

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Ben Sharp - Managing Director, AdRoll

TREND ALERT – Combining Culture: bringing digital natives into the corporate world

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Moving the digital natives into in-house marketing teams comes with its challenges. Here’s how to turn them into opportunities.

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