Joseph Brookes

Don’t delight, don’t innovate, and don’t correlate data – those customer experience strategies have very limited returns, according to Ed Thompson, Gartner VP and distinguished analyst. And he revealed that the gap between customer experience leaders and runners-up is growing substantially, with those on top being “disproportionately rewarded”. Speaking at

Every hour of every day a million little crimes are committed online. And every time it happens, hundreds of legitimate businesses all over the world, with boards and shareholders and mission statements — some of them publicly listed — put the proceeds of those crimes in their own pockets. They

The financial services industry, under pressure from fintechs, has turned its attention to the customer. According to research from Adobe, the industry is “catching up” on customer experience by focusing on data-driven marketing, personalisation and AI. Senior executives are looking to “master” these strategies and then leverage the vast amounts

Four years ago, just 12 per cent of Australian citizens and businesses filing intellectual property and trademarks did so using digital services. It was an unsustainable practice as consumers and organisations were increasingly going digital, and warranted a change to the government agency responsible – Intellectual Property (IP) Australia. Sign

Agile, customer-focused fintechs have disrupted the financial services industry in many ways forcing FSI leaders to take note. By offering innovative and frictionless financial experiences in a sector, which has historically been defined by the opposite, the insurgents are setting a new competitive benchmark. Murray Howe, Adobe Head of Industry

The Commonwealth Bank wants to take banking “back to the 70’s”, a time when “the branch manager knew who you were” and customer trust often kept them with a single bank for life. That’s the vision of Dr Andrew McMullan, head of customer decisioning at CBA. He also believes AI

Macquarie Bank’s digital team refuses to plan more than 90 days in advance for new digital products and services. In fact, they refuse to use the word “project”, instead opting for terms like themes, epics and features. The tactic is part of an effort to remain agile and be better

Pegasystems has announced the launch of Pega Infinity, a digital transformation software suite. Infinity is the first platform to connect front end customer experiences to back end process automation, and represents Pega’s largest ever product launch, according to the company. The announcement was made overnight at Pegasystems annual user conference,

Most Australian marketers have a lot of work to do to match the industry and global leaders in email marketing, according to research from dotmailer. Australian retailers are getting the basics right but are struggling with more sophisticated data-driven email campaigns. “It’s clear from the study that we’re focusing very

New digital technology often garners a hype which obscures its use case, and ultimately fails to generate customer outcomes, according to Pegasystems CEO Alan Trefler. He was speaking on stage at his company’s annual Pegaworld conference in Las Vegas, where he also returned to a familiar bugbear of his – tech