Gumtree helps local buyers and sellers to connect and exchange goods and services across Australia. When COVID struck Gumtree had to make drastic changes to its operating model and how it serviced its customers. Amanda Behre, Head of Marketing, explains how Gumtree leveraged its data and customer insights to engage and connect with the communities …
At the beginning of 2020 New Zealand’s Contact Energy appointed Tighe Wall as Chief Digital Officer, to take charge of their digital transformation journey. CXFocus editor Mark Atterby, talks to Tighe about Contact Energy’s success in driving enterprise wide change and improving the end-to-end customer journey. Established some twenty years, Contact Energy has built an …
The impact of COVID has made most organisations re-evaluate how they manage their employees. In response to lock down restrictions and the need to keep people safe companies had to move quickly, which meant mistakes were made but many positive lessons for the future were also learnt. The most important is likely to be the …
There are three things that can make or break an online shopping experience for Australian consumers according to recent research. They are slow delivery times, poor protection of personal payment data and a poor returns policy. Those who get these things right, however, can benefit from increased customer loyalty, positive reviews and repeat business. The …
Trust is a critical component in the evolution of CX, particularly in a world and consumer landscape ravaged by the impact of COVID 19. Without trust, it’s almost impossible to build customer engagement and loyalty. Trust can make or break a business. Yet, in today’s digital world where things are constantly being disrupted, establishing trust …
Volkswagen Group Australia’s obsession with improving the customer experience and making life easier for customers, has placed the company in the top spot for brand loyalty in the Australian automotive industry. Jason Bradshaw, chief customer and marketing officer for Volkswagen Group Australia, talks about their customer experience journey. Back in in 2015, Volkswagen Group Australia …
Yarra Valley Water won “Customer Experience Team of the Year” at the Ashton Media Customer Experience Awards 2020. In this interview, Dr Anna Lorenzetto talks about Yarra Valley Water’s CX journey and the initiatives they took to understand their customer needs. Yarra Valley Water is the largest water utility in Melbourne. Providing water and sanitation …
These days marketing and customer experience are all about data. Having sufficient, accurate data to draw insights from and support critical decisions that help grow the business. Most organisations, however, have struggled to integrate and leverage their data in a way that’s easy for marketing to use. Are Customer Data Platforms (CDPs) the answer? Similar …
Many local councils across Australia have started their CX and digital transformation journeys. They are all at different stages of their journey, have different objectives and have greatly differing requirements but they all share one key objective – to promote ‘trust’ between citizens and the local governments that are meant to serve them. Local governments …
To have a successful CX team means bringing onboard and engaging the right people in the right roles. Who exactly those right people are, will depend on the organisation, where the team sits under the organisation’s structure and how broadly you scope the function and responsibilities of the CX team. The CX team for a …