People News, Features, and Interviews

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.

For almost a 100 years, millions of Australians have relied on the NRMA for roadside assistance, advice on buying a car and road safety. But the motoring organisation has felt the force of digital disruption. In an era when cars are more reliable and mobile phones do the job of maps, travel guide and emergency help, its relevance has been challenged.

MetLife Australia says its decision to create a chief customer and marketing role is about elevating the role and cultural approach within the business.

AGL has confirmed former longstanding Australia Post executive, Christine Courbett, as its new chief customer officer.

The top customer experience-focused organisations globally are the ones who recognise they’re the problem, can act boldly, and are even willing to reduce their product lines to make things easier for customers.

When you are dealing with holiday makers who expect exceptional customer service, ‘gut feel’ isn’t going to cut it.

Brand owners often talk about their brand having a personality. Some are sassy, others are authoritative, and a few are cheeky. But when it comes to bringing the brand to life through a chatbot interface, focusing in on the personality might be the last thing you want to do.

Organisations are fast shifting from the ‘pioneering’ phase of testing artificial intelligence (AI) applications into implementation as a way of digitally transforming their businesses, IPsoft’s chief commercial officer, Jonathan Crane, believes.

Experience is the new brand, and customer and employee experience are vital for the continued success of any business.

AMP chief customer officer, Paul Sainsbury, will leave the financial services giant following a new leadership structure announced just days after the release of the Royal Commission into Australia’s Banking, Superannuation and Financial Services Industry.

The decision to give employees control of marketing its iconic 2018 Christmas campaign on social media has not only driven stronger consumer take-up of in-store services for John Lewis & Partners, it’s also improved employee engagement.

Customised training programs driven by client insights, company-wide experience awards and more personalised services are just some of ways real estate group, Harcourts International, is utilising a new customer experience platform for business growth.

Singapore’s Scoot Airlines has seen its customer satisfaction ratings improve and is now rolling out an employee experience management component off the back of significant strides in its customer experience approach.

WPP AUNZ has brought on former AANA chief and PwC CMO Advisory director, Sunita Gloster, as its first chief customer officer in a move it says is all about growth locally.

AGL has confirmed the departure of its chief customer officer, Melissa Reynolds, later this month after an 18-month stint.

Rachael Powell’s job title tells us all we need to know about marketing right now. As chief customer, people and marketing officer at Xero, she is the embodiment of the evolution of marketing and how, in order to achieve true connection with the customer, trust must occur from the inside before it can go out to the customers.

NAB is appointing its first chief customer experience officer, waving goodbye to its retail and wealth chief, rebranding its customer products and services division, in an executive leadership restructure it says will help put customers first.

Few airlines are lauded for their levels of customer service. Fewer still have customers who tattoo the airline’s logo onto their bodies.

The concept of category design has not only given hipages the tools to create its first mass market brand campaign, it’s also crystallising the business strategy for its next rapid phase of growth.

It’s the combination of great technology and people that will give organisations the means to deliver personalised experiences that actually meet customer expectations, AGL’s chief customer officer, Melissa Reynolds, claims.

​Front-end collaboration with cross-functional partners, closing the feedback data loop and hiring people who want to be customer-led are the keys to successful customer service evolution.