CXM Made Possible

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 Responsible Advertising

 

Advertisers today have the power to play a crucial part in the entire customer journey, feeding insights back into the business to improve efficiencies across all brand activities. This may be the dream state, but Gai Le Roy understands the challenges that advertisers need to navigate first. As CEO of the Interactive Advertising Bureau (IAB) – Australia’s peak standards body – Gai shares her perspective on the influence that advertisers have on the customer journey and how this impacts privacy, consumer respect and partner relationships.

For more on how digital advertising has transformed over the last 25 years and we’re the industry is headed, read our 25 Years of Digital Advertising Report.

Gai Le Roy
Gai Le Roy


CXM Made Possible Through Responsible Advertising

 

Advertisers today have the power to play a crucial part in the entire customer journey, feeding insights back into the business to improve efficiencies across all brand activities. This may be the dream state, but Gai Le Roy understands the challenges that advertisers need to navigate first. As CEO of the Interactive Advertising Bureau (IAB) – Australia’s peak standards body – Gai shares her perspective on the influence that advertisers have on the customer journey and how this impacts privacy, consumer respect and partner relationships.

For more on how digital advertising has transformed over the last 25 years and we’re the industry is headed, read our 25 Years of Digital Advertising Report.

Brent Hill


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.


CXM Made Possible in a Commoditised World

 

Mitchell Mackey is convinced that the customer experience matters now more than ever. As Marketing Director for Ansell, the rapid product and service commoditisation he faces from global competition only underlines his goal to deliver consistent, superior experiences. But he also knows it takes a commitment to data hygiene to unify pockets of information – no easy task, but a worthy ambition for any marketer and every business. Hear Mitchell explain why CXM is making the largest impact and how marketers can be the key to energising this mission from within.

For more on the importance of CX technology and integrated marketing setting the foundation of great customer experiences, read the 2019 Digital Trends report, produced by Econsultancy in partnership with Adobe. 

Mitchell Mackey
Mitchell Mackey


CXM Made Possible in a Commoditised World

 

Mitchell Mackey is convinced that the customer experience matters now more than ever. As Marketing Director for Ansell, the rapid product and service commoditisation he faces from global competition only underlines his goal to deliver consistent, superior experiences. But he also knows it takes a commitment to data hygiene to unify pockets of information – no easy task, but a worthy ambition for any marketer and every business. Hear Mitchell explain why CXM is making the largest impact and how marketers can be the key to energising this mission from within.

For more on the importance of CX technology and integrated marketing setting the foundation of great customer experiences, read the 2019 Digital Trends report, produced by Econsultancy in partnership with Adobe.