Must Reads

US ad fraud consultancy Method Media Intelligence has written a report into one of the most popular games on the Google Play Store, accusing it of being a “major source of fraudulent traffic and games install attribution”. Word Link, a game developed by Worzzle Games, is one of the top

“We want to become a more customer-centric organisation.” As a customer experience researcher and advisor, I hear that phrase every single week. I suspect you may, too. Achieving this is, of course, important for brand health and financial success. Customer-centric organisations are eating the world. Amazon, which seeks to “become Earth’s

Access to consumer data is increasing but its use by businesses is becoming more opaque, a point underscored by a series of breaches and scandals last year. Despite the access many brands still struggle to deliver the high level experiences consumers now expect. It is a dangerous game for brands

robot, AI, chalk board

Artificial intelligence has evolved to become one of the most overused and misunderstood terms in business while also offering the potential to be the driving force in business decision-making, automation, and scalability. Now is the time to develop strategies that set your business up for success for years to come.

Australia’s Customer Data Right (CDR) legislation is expected to pass in the first quarter of 2019 and from July 1 the big four banks will be required to publicly share product data about credit and debit cards, deposit accounts and transaction accounts. However the banks now have until February 2020

Facebook was the worst company in the industry this year, according to our readers. In 2017 Uber had a rough year. It’s toxic culture and corporate governance were scrutinised after engineer Susan Fowler published an account of the sexism inside the ridesharing business. The year featured an investigation into its

Super Retail Group (SRG) is in the midst of a transformation project, overhauling its technology platforms and organisational structure to build a culture focused on customers not channels. The ASX-listed retailer, which owns Boating, Camping, Fishing (BCF), Rays, Rebel and Supercheap Auto, wants to be a world class omnichannel retailer.

In July 2018 Which-50 secretly erased men from our coverage. Overall traffic declined, our social presence evaporated and readers suffered from a diminished product. Then we told the world about it, publishing an account of our experiment called No Man’s Land and commissioning author John Birmingham to write an accompanying

feedback poor CX customer experience rating bad service

Disparate data systems and teams are amplifying the already considerable challenges around cross channel marketing. That is why many marketers feel their customer’s experiences are “broken”.  Many, in fact believe their organisations struggle to even accurately identify customers across channels and devices. Download Oracle Marketing Cloud eBook: Four Hard-Won Cross-Channel

Hundreds of thousands of Australians are circumventing a suppression order issued by the Victorian County Court in a high-profile criminal case. Thousands more Australians appear to be directly in breach of the order, according to an analysis of web and social media data conducted by Which-50. The order was issued