customer experience

Network over Australia

The impact of digital on consumer and business behaviour has been profound, according to a report on the current Australian digital landscape. The report, Digital Australia: State of the Nation 2017, said this year saw a “quantum leap” in the level of digital interconnection between devices and a “positive disposition

“Marketing is in an interesting situation due to the explosion of consumer experiences.” That’s the view of Kevin Souers, Aprimo’s Chief Product Officer, who says consumers now expect a highly unified experience, where their online and offline worlds neatly converge. This outcome is in turn driven by the service-based app

voice of the customer

Voice of the Customer (VoC) programs collect direct, indirect and inferred data about your customers so you can better understand your product, services, and experiences from the customers’ perspective. This is what makes VoC data so different (and so valuable) from most, if not all, of the other data your

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

Marketing survey

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