People News, Features, and Interviews

A customer segmentation program gleaning the underlying motivations of flybuys members has not only been a strong tool during the crisis, it provides the key to responding in the new normal, says the group’s customer chief.

Arnott’s has confirmed Jenni Dill as its new chief marketing officer for Australia and New Zealand and appointed a chief customer officer under a new leadership structure.

Internal communications may not be the most glamourous task within the marketing function. But in a time of crisis, it plays a vital role in both distributing information and creating social cohesion among the workforce.

​NBN Co, operator of Australia’s national broadband network (nbn), has taken its customer ambassadors online with a new virtual offering designed to replace the face-to-face time lacking during COVID-19.

WPP AUNZ has confirmed the departure of its chief customer officer, Sunita Gloster, after less than 18 months in the role and a month after the group posted more than $230 million in losses in the first-half 2020.

Team clarity, customer journey mapping and cross-functional connection lie at the heart of success for Good2Give’s inaugural chief customer officer.

Julie Batch has been appointed chief strategy and innovation officer of IAG, following her successful tenure as chief customer officer.

​Smart speakers are everywhere. They are on everyone’s phone, in their homes, and on every display stand this holiday period as the perfect gift idea.

Nine out of 10 CEOs agree: Mastering the customer agenda is the primary challenge their organisations face now and into the future. Yet when it comes to actually orchestrating the people, process and technological changes necessary to ensuring an organisation delivers and exceeds modern customer expectations, many are struggling to truly break ground.

As organisations look to compete on customer experience, it’s to be expected the people, processes and technologies supporting all touchpoints within their customers’ journeys operate more in harmony. And arguably, there are no two more important teams in this picture than marketing and customer service.

Southwest Airlines has edged a step closer to a 360-degree view of the customer while also lifting employee engagement after deploying a new platform to improve customer service management.

One in four customer experience (CX) professionals will be out of a job in 2020, according to the latest Forrester 2020 predictions. But don’t read that as a sign interest in CX is waning: On the contrary, the level of c-suite and high-level CX managers is set to increase.

Steve Brennen is switching the world of Uber for the world of fintech disruption, taking up a new role as chief customer officer at Zip Co.

Former UBank CMO, Jo Kelly, has re-emerged as the new chief customer officer at Good2Give, a fintech operating in the social enterprise space.

It’s easy to get growth when the macro-economic environment and consumer sentiment is strong. But it’s the tougher climates like the one banks are facing now that are the most rewarding and prove the mettle and magic of marketing, says NAB’s Suzana Ristevski.

Confirmit has appointed Andrew Farries, former customer strategy leader at National Australia Bank, as director of customer experience (CX) consulting in Australia.

More than 300 Optus employees have already completed at least one class within the telco’s new CX Academy since its launch five months ago.

News of Suncorp’s CEO of customer, Pip Marlow, departure has promptly been followed by her appointment as the new CEO of Salesforce Australia and New Zealand.

Former Westpac head of advertising, Samuel Viney, has a new role as general manager, customer, at Amart Furniture. The role had been vacant since earlier this year.

Transforming the employee experience aids communication, improves transparency and boosts engagement and this, in turn, drives improvements in customer experience. That's the message from Facebook's Transform Sydney event held this week, where the social media giant put its employee experience (EX) tool, Workplace, on show.

CX is not the same as customer service, nor is it another name for user experience, CRM, technology or digital transformation, according to Gartner VP distinguished analyst, Don Scheibenreif.