Customer experience

Delivering Real World Value With Marketing Automation & Customer Journey Mapping

As the world continues to adopt more automated and technology-assisted processes across all industries, we need to make sure we don’t lose sight of the customer and recognise that delivering customer value is the return path to delivering business value.

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How marketing technology is helping a 150-year-old brand to tell its story

Jack Daniels Marketing Technology

Technology, along with a helping hand from agency partners, is helping Brown-Forman and its Jack Daniel’s team to retain a strong consumer focus, says Jason Loehr, VP, Dir. of Global Media and Insights at Brown-Forman.

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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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How MarTech fits into the broadcasting mix

MarTech in the broadcast mix

MarTech is helping to drive customer acquisition, personalise content and provide an overall better viewing experience to Sky UK’s customers says David Fisher, Head of Digital at Sky Media.

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How to have meaningful conversations with online customers

customer journey mapping

As an online business, customer experience can be your worst nightmare or your greatest opportunity.

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Where are Australian businesses at with NPS?

NPS

Working with NPS is an ongoing mission, even for businesses that have an established program, says Craig James, Associate Director, Customer Experience and Insights at Optus.

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Shopping in the digital age: Creating a seamless experience

Phone in store

Digital interactions influence 36 cents of every dollar spent in a bricks and mortar stores says Traction Digital’s Haley Doel.

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A customer experience culture

Customer experience

Humans are the difference between businesses that provide great customer experience and advocacy and those that do not.

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Delivering an ‘Always original’ customer experience

KFC

KFC’s customer experience is as original as the 11 different herbs and spices the Colonel selected for the brand’s signature recipe.

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How CX can thrive during change

Kate Christiansen

CX teams have the greatest opportunity to capitalise on change according to Kate Christiansen, author of The Thrive Cycle.

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