Omni-channel

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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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

Why you can’t afford not to attend the 2016 Programmatic Summit

Programmatic Summit Audience

Next week’s Programmatic Summit is a must attend and here’s why.

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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 future of programmatic is servicing customers

Vic Walia

While it currently works as a direct response channel, Vic Walia, Senior Director of Brand Marketing for Expedia, says programmatic is on the path to becoming so much more for brands and consumers.

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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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Tom McCann - Senior Analyst, Forrester Research

Companies are failing at delivering on their promise of a true omni-channel experience

2015 CX Forum

If the 2015 Customer Experience Forum highlighted one point, it was that siloed organisational structures are to blame for many companies missing the mark when it comes to omni-channel experiences, says Forrester’s Tom McCann.

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Mark Abay - Content Director, Ashton Media

Top 7 takeaways from the 2015 Data Strategy Symposium

Top 7 takeaways

With three action-packed days of data strategy chat to reflect on, we’ve put together this cheat sheet of the top seven takeaways.

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Sharon Melamed - Managing Director, Matchboard

Adapting to the Contact Centre of the Future

What does the future hold for the contact centre? Check out these insights from the “Adapting to the Contact Centre of the Future” roundtable.

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