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Telstra drives connectivity for Honda’s new Accord in Australia

Honda has selected Telstra as its connectivity partner in Australia for the newly launched Honda Accord. The vehicle has an enhanced Honda Connect service and is the first to integrate Google built-in, powered by Telstra’s SIM and its robust mobile network.

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CX disconnect: Banks, carmakers, telcos failing to join customer dots, ‘gaming’ NPS, measuring wrong outcomes, undermining martech investments – but uni’s nailing it

The stampede by companies into CX, with massive associated investments into martech, specialists teams and organisational overhauls, is having little impact on customer experience scores – and big banks, telcos, and car brands are at best benchmarked as average, despite investing billions collectively. CSBA Managing Director, Paul van Veenendaal, has seven years of CX performance data from 12,000 annual assessments across 200 Australian firms and it’s a sobering read for those firms heralding their commitment to connecting up and improving the experience across all customer contact points. In short, all that tech investment is simply not hooked up to customer contact centres – and NPS scores, which many leadership teams have linked to performance and bonuses, are “being gamed”, he warns, for better but hollow CX benchmarks. No big brands feature in the top 10 of CSBA’s CX rankings, and only one, a superannuation company, makes the top 20. Chatbots aren’t up to scratch yet, says van Veenendaal, and companies have “pretty much parked” speech analytics. Meanwhile despite heavy investment in digital transformation, call centre volumes have not declined over the last seven years – and those call centres are focused on the wrong outcomes and metrics, he says. Hence underwhelming CX scores across CSBA’s rankings. But some sectors are nailing it: Universities and colleges, utility companies and local authorities – the latter at least partially due to the policies of a one-time adman and former Victorian Premier. Here’s where van Veenendaal thinks it’s all going wrong – and how to fix it.

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Helping ANZ marketing take flight: Commercial mix modelling, brand strategy review, creative audit and return of Falcon all part of GM of marketing’s efforts to build distinctiveness – and go beyond MMM

After a 15-year absence from market, ANZ has brought back its iconic Falcon creative and brand device in a new campaign promoting its increasingly sophisticated, personalised customer protection capabilities. The campaign is the first step towards delivering what ANZ’s GM marketing, Sian Chadwick, hopes will be a new era of distinctiveness in market for the big four bank that unites heritage with modern relevance. Chadwick unpacks the mechanisms she’s using to deliver relevance to a younger generation of consumers, along with the commercial mix modelling increasingly driving decision making and more informed, whole-of-customer “investment trade-offs” for ANZ’s newly unified marketing centre of excellence.

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‘It will redefine our industry for the next decade’: Federal Gov accelerates privacy reform to August as Attorney General, Privacy Commissioner harden language on personal information; customer matching, clean rooms uncertain

Last week under a request from Prime Minister Anthony Albanese, the Federal Attorney General [AG] Mark Dreyfus dropped a privacy curveball – the new Privacy Act will be introduced into Parliament in August, well ahead of an end-of-year deadline many thought would spill into next year. More pressing for the broad church of marketing, media, CX, adtech, programmatic and ecom teams across every industry sector, it appears the rhetoric from the AG and even the new Privacy Commissioner on the definition, treatment and transparency of personal information is firming against many current and emerging industry practices – first-party customer data matching between different entities is just one. The use of website tracking pixels is also under investigation, led by a Privacy Commissioner probe into how TikTok deploys such code. “It would have significant implications for a huge number of things,” says Omnicom Media Group’s Chief Investment Officer Kristiaan Kroon on any restrictions in customer matching programs.  “From an Omnicom perspective, we would say privacy reform is one of the top things that will redefine our industry in the coming decade.”

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