Insights

Worldwide spending on customer experience and relationship management (CRM) software grew 15.6 per cent to reach $48.2 billion in 2018. Marketing is the fastest growing subsegment. The figures are contained in new research from Gartner which says CRM remains both the largest and the fastest growing enterprise application software category. According

VMware last week announced its intent to acquire Avi Networks, a leader in multi-cloud application delivery services. The theory behind the deal is that Avi Networks will enhance VMware’s ability to bring the public cloud experience to the entire data centre— with the ability to deploy applications with a single

Organisations going from “good to great” are halving the amount of products and services offered, according to Gartner research. And analysts say the cull is having a near negligible impact on revenue. With CX initiatives well established, the very top CX leaders are turning away from customers and focusing on

While it often seems that companies skate through major breaches of consumer trust with little more than a short-term blip to cash flow or market capitalisation, the evidence suggests that the negative impacts may be more long-lasting and serious. And not just to the executives who lose their jobs —

Each day the Commonwealth Bank of Australia analyses 157 billion data points through its automated decisioning technology. The AI powered “brain” allows the bank to alert customers to potential fees and benefits they may be entitled to, among other services and sales use cases. CBA has said the missed fee

Transparency and informed consent should be prerequisites for the use of customer data with emerging technology, according to the data leaders of Telstra, Bank of New Zealand, and iCare. But it is still not a common practice in the industry, despite what some companies might say. YOUR CHANCE TO WIN!

Australia’s financial crime watchdog AUSTRAC has ordered the appointment of an external auditor to examine Afterpay’s compliance with the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (the AML/CTF Act). In response to the news Afterpay’s shares plummeted 13 per cent to $22.19 a share. The buy now, pay later scheme

Infra-tech energy business Evergen has appointed its new chief marketing and analytics officer, Juliette Macauley. Prior to joining the Evergen team, Macauley was the executive manager data and decision science – home buying at Commonwealth Bank. According to Evergen it is the provider of Australia’s only CSIRO-developed, intelligent energy management

Accounting and tax-prep firm H&R Block is buying Wave Financial, an accounting, invoicing and receipt-tracking software company, for US$405 million (AU$583 million). The deal is the first exit for the corporate venture capital arm of NAB which was launched three years ago. YOUR CHANCE TO WIN! : Take our 10-minute

The NSW Government has proposed radical reforms to the state’s transport pricing, suggesting a subscription model “like Netflix”. The model would involve a recurring fee covering both public and private transport including road tolls and ride sharing companies, according to NSW Transport Minister Andrew Constance. “I envisage a subscription service