customer experience

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

IT needs greater visibility over how outages impact consumers so they can prioritise their response when problems inevitably arise. That’s the view of Jennifer Tejada, CEO of PagerDuty, an IT incidents management company which launched in Australia this week. “You never have one [IT] problem at a time, they usually

Photo by Gus Ruballo on Unsplash

You likely hear a lot about customer experience these days. Business media is full of articles about CX, and the data we collect at Gartner demonstrates that CX metrics are among marketers’ most important. In addition, business leaders tell us they are investing more in customer experience. But why? Why is

I read a lot of articles every day about the future of customer experience (CX) and how cutting-edge technology is about to change the world for every marketer. A lot of folks are eager to tell you what your brand should—no, must—do to prepare for the future. The future of