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Article

This article examines what companies need to understand about the complex connection between automation and the human element in the customer-brand relationship if they are to shape better business strategies.

News

MOUNTAIN VIEW, CA: The extent to which consumers now expect brands to meet their immediate needs has been highlighted in new analysis of search trends on Google.

News

SAN DIEGO: Jet.com, the e-commerce platform owned by Walmart, believes “the game is on” as it seeks to reduce the dominance of Amazon over the online retail category.

Article

This event report outlines how Jet.com, the ecommerce site, has gamified and personalized the shopping experience to attract millennials.

Article

This article details the headline findings from research conducted by the CMO Council, the executive network, into how well brands are responding to consumer needs in the online and offline worlds.

News

SINGAPORE: Although consumers in four key APAC markets have differing expectations when it comes to customer experience (CX), there are ten distinct trends across the region, according to a new study.

News

MELBOURNE: Many Australians are struggling to save enough for their retirement, but one superannuation fund is keeping the issue front of mind with a focus on storytelling and customer rewards.

Article

This article outlines how HESTA, a superannuation provider for healthcare workers in Australia, infused brand purpose and storytelling into its marketing to raise awareness of the need for retirement savings.

News

SINGAPORE: Concise and clear collateral design is at the heart of customer experience for financial brands, according to a senior executive at a major Singapore bank.

Article

This event report explains how OCBC Group, the second largest financial group in South East Asia, strove to improve its customer service by identifying pain points and using empathy and design to create a painless experience.

News

MELBOURNE: With financial habits rapidly changing, ANZ – one of Australia’s big four banks – is rethinking the in-branch customer experience by using first party data more effectively.

Article

This article covers how ANZ, one of Australia's big four banks, has streamlined its in-branch customer experience with digital and data-driven initiatives.

Opinion

Whenever you scan your email inbox or social feeds in the morning, you have some things that you instantly read: work emails, industry news, and links sent out by your favorite influencer.

News

NEW YORK: Accenture Interactive has acquired digital optimization company, Clearhead, in a move that promises to supply clients with a platform for continuous test-and-learn, and an opportunity to compete with agile digital native businesses.

News

MELBOURNE: Medibank, Australia's beleaguered health insurer, is betting on a digital transformation to change direction and rebuild brand loyalty.

News

LONDON: Half of consumers tend to remain loyal to brands they like, but the vast majority still spend time researching products to make sure they get the best deal, according to DMA research.

Article

This article covers how Circles.Life, a challenger brand, is disrupting Singapore's highly competitive telecommunications category with innovative data products and mobile-first customer experience.

News

GLOBAL: Customer experience is now the next battlefield for brands, according to a new study, which highlights how marketer's priorities are shifting with implications for business structures and investment in technology.

Article

This article clarifies the positive uses of the emerging chatbot technology, including steps on how to use it effectively.

News

CAMBRIDGE, MA: For all the speculation about where the outer reaches of artificial intelligence may lie, brands can usefully deploy AI today in order to both make and save money.

News

COSTA MESA, CA: Customer satisfaction in the $360bn US home improvement market is driven by three factors which have significant impact on repurchase and recommendation, according to a new study.

Article

This event report details how artificial intelligence tools can be used to process vast amounts of data in seconds, help brands better serve their customers, and free up marketers' time.

News

TOKYO: Following record losses, McDonald's Japan needed to understand its customers and rediscover what made the brand important to them.

News

LONDON: Retailers are more likely to protect their return on investment from direct marketing and retain consumer engagement if they focus on relevant and highly personalised content, according to new research.

Article

This article explores how McDonald's was able to turn around its ailing brand in Japan to revitalize and re-engage customers with an emphasis on digital content, customer experience and extensive market research.