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Event Guide | Customer Experience Management 2020

Australia's #1 CX event, the 13th Annual Customer Experience Management Summit 2020 is set to return to Sydney on the 

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Return On Investment In Customer Experience: Trend Report

Over the last three years in the Global State of CX Report series, hundreds of CX practitioners have signalled that calculating return on investment (ROI) in CX is no easy task.Drawing on intelligence from a research group of 122 CX experts, this report presents key learnings from a range ...

CX Speaker Playbook: Customer Experience across Australia

It wasn’t too long ago when every business claimed that the key to winning customers was in the quality of the product or service they deliver. But, things have changed. Now, an even more important success factor has appeared. Providing the best customer experience. Ahead of the Customer Ex ...

2020 Customer Experience Predictions Report

A moment of inconvenience could be enough to trigger customers to switch from your business to a competitor brand. Research this year uncovered that almost six in 10 customers are prepared to switch to a competitor for more convenient experiences like quicker and cheaper shipping. Th ...

[Lush] How Customer Insights and Employee Feedback Made LUSH Innovative CX Retailer of the Year

Ahead of the Customer Experience Management Summit 2019 we chat to Emma Brady, Customer Experience Manager at Cosmetic company, LUSH. Emma shares how LUSH has created superior customer experiences through a focus on shared passions and engaged employees.  

[Pizza Hut] Harnessing Customer Insights to Aid Innovation, Drive Retention and Encourage Business Growth

Named one of the most influential brands in the world by UK-based Richtopia in 2018, it’s pretty safe to say that, if not everyone, at least the majority, have heard of Pizza Hut – maybe even eaten there. The global brand - operating in countries from El Sa ...

Let's Talk About CX: An Indepth Conversation About All Things CX

Forrester has predicted that by 2020 CX will overtake price and product as the key brand differentiator. Satisfying the customer is no longer enough. Regardless of your industry your customer experience is now being compared to those provided by the likes of Uber, Amazon and Net ...

Presentation Packet | Customer Experience Management 2020

Ahead of Customer Experience Management 2020 we take a look back at some of the highest rated presentations from 2019. Explore exclusive insights from:OptusAustralian Broadcasting Corporation Carlton & United BreweriesJ.D Power 

Case Studies & Snapshots

[Coles] 5 Ways To Create A Seamless Digital Customer Experience

In this article,  Stuart Freer, GM Digital IT and User Experience at Coles, shares 5 essential steps Coles is taking to deliver a seamless omni-channel experience and the core lessons other organisations can learn from their customer experience journey to date.

[Google] Using Data to Build a Meaningful Customer Experience

In this article, Neil Hoyne, Head of Customer Analytics at Google (US) shares how you can make start to truly engage your customers through effective data capture and measurement techniques and the types of tools Google is using to achieve this in an increasingly connected and customer-dominated environment.

[Wyndham Hotels] A Back to Basics Approach to CX Success: Creating Memorable and Personable Experiences for Customers

In this case study, Adam Geneave, Vice President of Customer Experience at Wyndham Resorts shares how he is leading a back to basics approach to create a seamless customer experience and the types of strategies his team is using to translate customer feedback into actionable solutions.

Whitepapers

The Changing Face of the Financial Services Customer

Ahead of the Customer Experience Management Summit 2019 we share with you insights from our USA sister event. CEM USA have have conducted extensive market research to help you make better decisions when developing your customer strategy, with the aim of delivering a great experience with the profits to match.