by Brad Howarth | Oct 12, 2020 | CMO role, COVID-19, customer engagement, customer experience management, marketing leadership, marketing strategy, university of melbourne
With Australia entering the uncharted waters of a pandemic-driven recession, it is becoming harder and harder make predictions about future customer sentiment and behaviour. There are signals and trends, however, that are evident today which begin to describe likely...
by Brad Howarth | Oct 12, 2020 | CMO role, COVID-19, customer engagement, customer experience management, marketing leadership, marketing strategy, university of melbourne
With Australia entering the uncharted waters of a pandemic-driven recession, it is becoming harder and harder make predictions about future customer sentiment and behaviour. There are signals and trends, however, that are evident today which begin to describe likely...
by Nadia Cameron | Oct 2, 2020 | chatbots, customer experience management, customer service, customer technologies, Twilio
Deploying an automated chatbot in less than two weeks, contextualising communications regardless of channel and improving internally efficiencies are just some of the wins for 1800 Flowers after overhauling its customer service approach.
by Rosalyn Page | Sep 21, 2020 | chief digital officer, customer centric, customer centric digital, customer experience management, customer service, cx, digital strategy, human-centred design
Human-centred design was once seen very much as a ‘nice to have’ but has increasingly become an essential element to a digital change project. And indeed, it's a key element of the success, or otherwise, of this kind of innovation, says a global expert in the...
by Nadia Cameron | Sep 18, 2020 | consumer trend, COVID-19, customer experience management, Kantar, kpmg, market research
Safety, security, transparency and reliable delivery became the top customer experience attributes for Australian consumers as the COVID-19 crisis prompted a shift in the brands they value most, a new KPMG report claims.
by Rosalyn Page | Sep 17, 2020 | chatbot, chatbots, customer experience management, customer service, digital marketing, IAG, NRMA Insurance, Nuance Communications
IAG’s NRMA insurance achieved record online customer engagement and successfully reached business objectives thanks to its Stevie award-winning ‘Arlo the Koala’ chatbot, an extension of its ‘Arlo the Koala’ advertising campaign that made headlines across marketing and...
