Customer Engagement

Net-zero targets and the imperative for accelerated decarbonisation requires that the full potential of customer (demand-side) participation is harnessed to ensure a sustainable energy system. The transition is happening but, to be successful, energy companies must build trust with the emerging energy prosumer, and ensure community social licence. Drawing on insights from AGL, Telstra Energy, and EnergyLab — Australia's largest climate tech startup accelerator — our own Industry Director of Energy & Utilities, Joe Delaney, explains why.

Many businesses talk about the importance of customer experience (CX), but few realise that the secret to great customer service is to start with ensuring your employees have a good experience (EX) and creating a positive workplace culture, especially in a work-from-anywhere world.

In the face of a rapidly evolving business landscape, organisations are looking for a leg-up when implementing significant change. We sat down with Canva, The Warehouse Group and Foxtel to hear the lessons they learned along the way.

Even in a challenging year, there were bright spots. Four small and medium-sized businesses (SMBs) share their favourite moments with the customers and communities who helped them keep the lights on during the pandemic. Here’s what they shared – and what these highlights can teach us about how to make 2022 an even brighter year.

The more that Norths Collective has explored the digital marketing potential of the Salesforce ecosystem, the more they are reaping the rewards. Robert Lopez, General Manager of CX, Brand and Innovation, reveals the great strides Norths Collective have made over the past year and takes us through their vision for the future .

Discover why businesses are considering sales performance metrics that shift focus to long-term customer and employee relationships.

Super stapling is transforming the super fund imperative by eliminating old acquisition streams and putting customer education and engagement front and centre.

It’s been an unpredictable year for small and medium-sized businesses (SMBs) in Australia and New Zealand. As 2021 comes to a close, none of us have a crystal ball — but we do have recent research that hints at what’s to come in 2022.

Joe Delaney, Industry Strategy Director, Energy & Utilities at Salesforce, argues that increased customer engagement will allow Australian and New Zealand’s electricity networks to enable a more resilient energy system.

Salesforce Marketing Cloud and Loyalty Management specialists Maryrose Walsh and Brendan Gomes reveal how zero-party data is now more important than ever.