How service heterogeneity is impacting engagement
Marketers have long known the importance of standardising products to assure quality and consistency. For services, however, standardisation is much more complex.
AGL chief customer officer resigns
Energy company appoints longstanding GM to acting role as the search for a permanent replacement gets underway
AGL has confirmed the departure of its chief customer officer, Melissa Reynolds, later this month after an 18-month stint.
The ASX-listed energy company has promoted its general manager of customer operations, Mark Enzinger, as interim chief customer officer while it undergoes an internal and external search to confirm a permanent replacement. Enzinger has been with AGL for 11 years.
Reynolds took up the customer chief post in May 2017, a role which encompasses customer strategy, value proposition development, brand and marketing, sales, digital transformation and all operational elements such as billing and connections.Her last day is 30 November.
In a recent interview with CMO, Reynolds said it is the combination of great technology and people that give organisations the means to deliver personalised experiences that actually meet customer expectations today.
Prior to this, she was the EGM of retail banking and NAB, and boasts a 30-year career in customer-facing roles in finance, media and utilities across organisations such as Challenger, Westpac and White Pages.
AGL interim CEO, Brett Redman, thanked Reynolds for her achievements such joining AGL.
“This included leading the delivery of our customer experience transformation program, which is now substantially complete, and our efforts to provide fairness, simplicity and transparency to customers,” Redman said. “We wish Melissa all the best for the future.”
Redman has been with AGL since 2007 and rose from chief financial officer to acting CEO in August following the abrupt departure of Andy Vesey.
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