Customer Experience Management (CXM)
What it takes to be truly customer first
CXM means orchestrating and delivering the end-to-end customer experience across every touch point, at any time, at scale. It requires customer-centricity, cohesive technology, and a deep respect for data hygiene from every team in your business. It isn’t easy, but neither is risking being replaced in the digital era. Hear from the digital leaders that are taking a CXM mindset to their content creation, marketing, advertising, analytics, commerce and more.

CXM Made Possible Through Voice
Alexa, is my flight running on time? Brands like Qantas and Virgin are turning to voice to answer customer questions as quickly and efficiently as possible. With 91% of brands now investing in the new tech, voice has become a new addition to many business’ customer experience strategy. The question is: should every brand be experimenting with voice, and how do you get it right? Kate Burleigh, Alexa Skills Amazon ANZ Country Manager, shares her advice on adding voice to your CXM strategy.

CXM Made Possible By Understanding Your Audience
Do you really know your customer? As Head of Audience Automation at TEG Analytics, Daevid and his team have been using TEG’s rich pool of consumer information — representing the largest first-party customer database in Australia — to understand audiences and deliver customised experiences. Daevid shares why taking control of your customer data is the cornerstone for any CXM strategy.

CXM Made Possible in a Competitive Tourism Industry
South Australia Tourism Commission (SATC) represents a small state that packs a huge punch when it comes to delighting travellers. As Executive Director of Marketing, Brent Hill leads a small team that has become expert at grabbing the short window of consumer attention through innovative digital campaigns. Brent says the key is efficiently harnessing the data available to inform your next move – an act easier said than done. Discover how SATC is delivering contextually relevant
experiences in a hyper-competitive industry.
The most dominant theme emerging from this year’s 2019 Digital Trends report, produced by Econsultancy in partnership with Adobe, was the importance of customer data, and using it efficiently and effectively. Read the report for more.