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.

Ready to turn theory into action?

Build your own CXM Playbook tailored to your business.

CXM Made Possible by Technology & Purpose

CXM Made Possible by Technology & Purpose


Recognised as one of Australia’s most influential women, Holly Ransom advises today’s business leaders on how to navigate disruption. Her approach leverages technology and cultural standards to support leaders in creating a better tomorrow. Hear what Holly has to say about CXM, purpose-led values in business and working with the next generation of customers and employees.  

 

Watch now

CXM Made Possible by CIOs

CXM Made Possible by CIOs


“How do we provide the platforms to enable CXM?” Like many CIOs today, this is the question that Dan Giesen-White faces as CIO of financial services firm McMillan Shakespeare Group. Hear how Giesen-White is navigating legacy technology and employee demands to create a CXM-enabling technology structure within the business.

 

Watch now

CXM Made Possible in Education

CXM Made Possible in Education

 

Peter Buckmaster’s customers are students, teachers and parents. As Director of Digital Experience for New South Wales Department of Education, he must deliver contextual online experiences for each persona wherever they are in their journey. Learn how Buckmaster uses customer data to serve the right content, at the right time and to the right audience.

 

Watch now

CXM Made Possible In Banking

CXM Made Possible In Banking


Siam Commercial Bank (SCB) is one of Thailand’s largest commercial banks and has completely overhauled its digital strategy in a few short years. SCB’s Head of Marketing, Sutirapan Sakkawatr, shares how they merged disparate websites targeting different audiences under a single domain to gain deeper customer profiling and understanding.
 

Watch now

CXM Made Possible Through Voice

CXM Made Possible Through Voice


Alexa, is my flight running on time? Brands like Qantas are turning to voice to answer customer questions as efficiently as possible. The question is: should every brand be experimenting with voice, and how do you get it right? Kate Burleigh, ANZ Country Manager for Amazon Alexa Skills, shares her advice on adding voice to your CXM strategy.
 

Watch now

CXM Made Possible By Understanding Your Audience

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.
 

Watch now

CXM Made Possible Through Responsible Advertising

CXM Made Possible Through Responsible Advertising


As CEO of the Interactive Advertising Bureau (IAB) – Australia’s peak standards body – Gai Le Roy shares her perspective on the influence that advertisers have on the customer journey and how this impacts privacy, consumer respect and partner relationships.
 

Watch now

CXM Made Possible in a Competitive Tourism Industry

CXM Made Possible in a Competitive Tourism Industry

 

Brent Hill leads a small team at South Australia Tourism Commission (SATC) that has become expert at grabbing the short window of consumer attention online. As Executive Director of Marketing, Brent says the key is harnessing the data available to inform your next move – an act easier said than done. Discover how SATC creates contextually relevant experiences in a hyper-competitive industry.
 

Watch now

CXM Made Possible in a Commoditised World

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, he also knows it takes a commitment to data hygiene to unify pockets of information. Hear Mitchell explain why CXM is making an impact and how marketers can energise this mission from within.
 

Watch now

CXM Made Possible in Retail

CXM Made Possible in Retail


Yang Jiale, Digital Experience Manager for Nu Skin China, wants his IT team to think differently about CXM by directly connecting them with customers. Learn why Jiale believes this straight line of communication allows Nu Skin China to listen to market demand, evolve quickly and deliver the best shopping experiences possible.
 

Watch now

WELCOME TO YOUR

Adobe CXM Playbook

Ready to move beyond a customer experience management (CXM) strategy and turn theory to action? This playbook will help you build a customized plan to become a data-driven experience business.

How it works:

• View best practices based on years of Adobe experience.
• Answer questions to see benchmark comparisons and suggestions.
• Go deeper with recommended resources.
• Take notes, flag content, and then discuss opportunities with your team and partners.

CXM Playbook