customer experience

In the two years I’ve been at Gartner, I’ve had hundreds of calls and meetings with clients about customer experience (CX), and I am regularly struck with how misunderstood it remains. CX is a hot topic in business today, which is evident not just from the many articles and blog posts

Customer experience can no longer be separated from technology. Realising this superannuation company Sunsuper has created a group which combines the two. Teifi Whatley is the Executive GM Customer & Technology Sunsuper, a role which combines the responsibilities of the CMO and the CIO. “The rationale behind bringing a group

Banks which focus on building much better customer experiences through digital will emerge as winners in the ANZ market, according to a new Forrester report. Incrementalism is not the way to go, instead its time to fire up the Packer-Whackers. “Tomorrow’s winners will be those that use digital technology to

marketing, agile, post it note

As technological innovation accelerates at an alarming pace, the challenge of adapting and executing a winning customer-experience strategy can prove expensively daunting for many organisations. The largest gains accrue to firms that can incorporate great customer experience — augmented by digital technology — as an inseparable product feature to harness

Marketers get it — delivering great customer experiences is critical to a brand’s success. Over the last 12 months, ADMA and Which-50 separately and collaboratively have managed multiple roundtable discussions with senior marketing and analytics executives around Australia on the topic of customer experience. While the importance of CX is

Digital feedback has the potential to have a far-reaching business impact on things like customer loyalty and revenue. But only if it’s harnessed correctly. For instance, there are a handful of absolutely critical strategies you should be following, such as making sure you capture the right data. That may sound

business, strategy, marketing plan

Each year, Australian consumers close their wallets and walk out the door of one business on the way to another. For the brands waving bye-bye to their unsatisfied customers, the cost is estimated at $120 billion. That figure comes from an Accenture study conducted in 2016, and demonstrates the importance

98 per cent of Australian consumers say that companies who respond quickly to their queries quickly get more of their business. According to a new study released by communication software company Twilio, the communication experience between a company and their customer has a direct impact on brand and revenue. Sign

“How well do we know our customers?” This is the question increasingly at the forefront of marketers’ minds. If you’re not yet thinking about how to gather customer insights and leverage them across your organisation, don’t delay. Customer insights are becoming the lifeblood — and driver — of most businesses,

It was inevitable really. As soon as it became clear that autonomous driving would leave consumers with time on their hands the marketers would rush in. Among the marketing cloud vendors, Adobe was first with a statement on its approach to in-car experiences. Sign up for Which-50’s Irregular Insights newsletter