People News, Features, and Interviews

Are customer experience leaders truly connecting the dots between the business outcomes their organisations are looking to accomplish through CX improvements and investment, and the customer outcomes they’re prioritising?

Gamification and engagement platform, Komo Technologies, has brought on former Optus senior partnership manager and CX specialist, Aussie Merciadez, as its first global chief of customer engagement and partnerships.

CMO and our stellar line-up of speakers will delve into the State of CX Leadership on 21 February 2023.

Building social and metaverse muscle to deliver modern-day marketing and customer obsession have been priorities for The Iconic’s chief customer officer in the first year of the job.

Challenging the position of super funds on providing value and championing the power of choice are key prongs in the brand transformation strategy of Colonial First State’s new customer experience chief, Josh Grace.

CMO is delighted to confirm we’re holding our first-ever special virtual event exploring key findings from our State of CX Leadership survey 2022.

Flybuys has confirmed former BankVic marketing chief, Deirdre Boyle, as its new chief customer officer.

It’s the brilliant basics TAB’s inaugural chief customer officer, Jenni Barnett, is counting on to deliver growth as she brings a unifying focus to CX across the wagering and media organisation.

Verint CMO, Celia Fleischaker, believes it’s high time for marketing and the contact centre to become better acquainted.

Qantas chief customer officer and former marketing chief, Stephanie Tully, will become the new CEO of Jetstar following the departure of Gareth Evans at the end of 2022.

The customer experience team at Newcastle Permanent Building Society were confident replacing adhoc different systems across its contact centre and digital channels with a single, integrated platform would lead to efficiencies and cost reductions. What they didn’t know initially was how it could innovate their omnichannel and team approach.

CMO reaching out to Australian customer experience managers and leaders across the divide to complete our 2022 State of CX Leadership survey and help us gauge the true and changing nature of customer experience leadership.

An omnichannel approach to customer experience, rather than a multi-channel one that simply provides extra channel choice, is key to Beyond Bank’s ongoing CX proposition.

Too many people are still getting their customer experience technology transformations wrong because they fail to invest in the people capability around it.

Leaving at the top of his game to determine the next executive leadership challenge has led Colonial First State’s group executive of customer, Todd Stevenson, to exit the financial services group.

Wesfarmers has brought on former Carsales marketing chief, Kellie Cordner, as chief customer officer of its new-look OnePass retail loyalty program.

Helping members at scale by co-creating its way to a new kind of digital experience is one step Hesta’s experience team has taken to help the wider organisation lift customer satisfaction.

Customer experience transformation is not just about the customer, it’s about how your employees come together cross-functionality and with agility to solve customer problems, says NRMA’s Tina Morell.

A doubling of market share across first-home buyers, portfolio growth 1.8 times system growth and a slew of younger customers are some of the hefty commercial wins Great Southern Bank has chalked up following a transformational rebrand.

It’s time for customer experience leaders to open the aperture and think more broadly about the ways they can impact, align with and accelerate key business initiatives, says Forrester’s CX executive partner and senior analyst, Su Doyle.

Diversity and inclusion is one of the biggest cultural challenges organisations are grappling with in 2022. But it’s not necessarily the topic you’d expect a fintech scale-up to be actively trying to cement a position on when it’s still in its brand infancy.