Engagement

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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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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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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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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Leveraging positive feedback to improve the customer journey

Focus on the positive when it comes to your customer feedback, says nib’s Adam Novak. The results have the power to impact your entire business and the customer journey.

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In five years time our data could be more valuable than our 620 store real estate portfolio

Phone in store

7-Eleven is proof positive that building a data strategy can add untold value to your business.

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Data-driven marketing: the biggest change to business in years

Events Melbourne – City of Melbourne runway

Ahead of his keynote presentation at the upcoming Data Strategy Symposium, Lucan Creamer, Executive Manager of Commercial and Marketing at Events Melbourne – City of Melbourne, explains the monumental impact data-driven marketing has had on how he does business.

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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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Demystifying attribution: how to optimise your ROI

Why is data consolidation critical to creating a seamless attribution model that helps marketers optimise the impact of their digital media investments?

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Customer experience: the new programmatic

The Customer

With the hype building, CX is set to push programmatic off its buzzword perch. Is this simply industry trend spotting or something more serious?

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