customer experience

personalisation

When it comes to customer experience businesses think they are doing a better job than they really are in part because they lack qualitative customer data. That’s the view of Kylan Lundeen, CMO of Utah-based software company Qualtrics, who cited research that 80 per cent of CEOs believe they are

customer experience

Discussions we have hosted with senior executives have uncovered a shift in how they now view customers and the significant potential a customer experience approach provides. New tech and digital channels are no longer simply a cost cutting mechanism, but a way to engage customers. Marketers who are charged with

Australian shoppers are eagerly awaiting the arrival of Amazon after the Seattle-based giant confirmed its intention to establish an Australian retail presence. But consumers’ enthusiasm may not be all about lower prices. Sign up for Which-50’s Irregular Insights newsletter Research from Telstra-backed ecommerce platform Neto said more online shoppers were concerned

customer experience

Oracle announced a series of new innovations within the Oracle Customer Experience (CX) Cloud Suite.  It is adding chatbots and  artificial intelligence capabilities along with enhanced mobile, video and messaging services. Sign up for Which-50’s Irregular Insights newsletter Chatbots, artificial intelligence and enhanced mobile, video and messaging capabilities empower customer

customer experience and marketing

Very few companies — perhaps as few as one in ten — are currently equipped to blend their marketing and customer experience processes, according to Oracle CEO Mark Hurd. He made the comments at Oracle’s recent Modern Customer Experience conference in Las Vegas. In an age when marketers are constantly

data scientist

Software company Qualtrics has closed a $180 million funding round at a $2.5 billion valuation. The round was led by Insight Venture Partners and Accel, with participation from Sequoia Capital. Take our Which-50 reader survey and go into the draw for a chance to win a pair of Sony H.ear

There are a lot of reasons customer experience projects can fail, from lack of visible executive support to misaligned incentives to a culture that doesn’t celebrate and reinforce the primacy of the customer. Take our Which-50 reader survey and go into the draw for a chance to win a pair

If there’s one thing high-growth companies like Amazon, Airbnb and Uber have in common, it’s top-notch customer experience. These disruptors were built from the ground up to solve a customer problem and, by default, have lifted the standard of service customers expect on a day-to-day basis. And it’s not just

Jenny Williams, the chief marketing officer of health insurer HCF is suitably blunt about the world today’s marketers confront. “We are in a challenging environment.” Health insurance is highly regulated market she explains and as the cost of health and health insurance goes up every year and consumers look for

Amazon Alexa

Being an early adopter has its drawbacks, but it provides one an interesting lens through which to view the customer experience challenges of truly revolutionary products. Consumers’ rapid and eager embrace of Facebook, Instagram and Snapchat have lured marketers and other business leaders into expecting swift adoption curves for each