CMOs are talking the CX talk, but not yet walking the walk
Customer experience is eclipsing product as a competitive differentiator. CMOs are recognising this shift and talking the talk. But are they also walking the walk?
Nick Adams leaves Telstra for Allianz
Appointment comes as Allianz reshuffles executive ranks and looks to focus more on customer centricity
Telstra’s Nick Adams is leaving the telco after six years to head marketing efforts at Allianz Australia. His appointment comes amid a reshuffling of executive ranks at the insurance company aimed at improving customer relations.
Adams is joining Allianz as chief market manager, with a remit to help the organisation better centre its business and go-to-market strategy around customers. In addition, Allianz has extended the responsibilities of its incoming chief risk officer, Lori Callahan, to include specific accountability for representing the customer in all key decisions, sitting on the leadership team.
Adams was previously director of CRM, digital and loyalty marketing at Telstra for six years, joining the executive leadership team in September 2016. Prior to this, he had a brief stint as acting then permanent chief marketing officer at Westpac, and also held the title of head of credit cards marketing and direct marketing before this. His resume also includes stints with American Express, Citi and MBF.
In a statement, Allianz’s outgoing managing director, Niran Peiris, said Adams’ background across marketing, data and digital made him the ideal candidate for the role.
“Allianz’s renewal agenda is all about making customer experience the top priority for all our actions and today’s announcements are tangible steps on this path,” Peiris said. “Nick has extensive experience in all aspects of customer engagement and we are pleased he will join our talented team.”
Peiris is being replaced as chief by current deputy MD, Richard Feledy, in January 2018. Feledy said Adams was a key appointment as he looks to shape his leadership team.
“These appointments show we are serious about building on our focus on customers and advancing our digital agenda,” he said. “We have in Nick someone deeply skilled in creating a customer focus and a track record of delivering customer programs across Australia’s largest retail brands.”
Callahan is currently a general manager at Allianz and takes over the reins as chief risk officer in November.
There’s no word yet as to a replacement for Adams in the role at Telstra.
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