People News, Features, and Interviews

​Growing up in an entrepreneurial family where both parents ran their own businesses, Rebecca James was always aware of the basics of business and running your own show.

There are a lot of insights out there into customer experience maturity across organisations today, but what about state of customer leadership itself? Just what does it mean to be a customer experience manager or leader today, what’s the remit, role and sphere of influence? And how do you gauge success and impact?

Lengthy lockdowns have left many of us feeling our social communication skills may have atrophied. But social communication has always been a difficult task for some, especially those coming from non-English speaking backgrounds. Now one entrepreneur has found a way to use the digitalisation of human interaction to create an AI-powered tool that’s helping people improve their verbal and non-verbal communication skills.

ASX-listed Freedom Foods has brought on a new chief marketing officer and chief customer officer to round out its new-look executive leadership team.

CMO is delighted to announced our inaugural State of CX Leadership survey aimed at understanding how changing nature of customer experience leadership.

Proving the value of brand-led engagement to the bottom line is firmly in the sights of Michael Hill’s chief marketing officer following investment into a new brand and employee management platform.

Refining the customer journey, embedding a new marketing cloud platform and elevating voice of customer and Net Promoter Score programs are top priorities for the new chief experience officer at BlueFit gyms.

AGL has confirmed its chief customer officer, Christine Corbett, as managing director and CEO of its newly demerged energy retailer, AGL Australia, as the organisation embarks on a significant restructure to become two businesses.

Mad Paws, the recently ASX-listed online marketplace for pet services, has appointed Vicki Aristidopoulos to its board.

Two new group executives covering customer and brands and customer portfolios are set to join the Medibank leadership team.

A 50/50 split between brand and performance marketing spend isn’t something that seemed conceivable at hipages three years ago. But that’s exactly what has occurred at the ASX-listed tradie marketplace thanks to the impact of its mainstream media investments on consumer awareness and consideration.

It was the announcement of AstraZeneca’s COVID-19 vaccine being approved that really showcased the value of the company’s investment into video.

Most data teams are constrained by the resources available to them. So when those resources aren’t enough for you do everything, you could be doing to help your organisation, you can either live with the situation, or find ways around it.

Bankwest has confirmed it will not hire a new dedicated chief marketing officer following the departure of Haylee Felton last week.

Volkswagen Australia is on the hunt for a new marketing and customer leader after Jason Bradshaw resigned from the role to pursue his own CX agency.

Medibank Private has promoted its chief customer officer, David Koczkar, to the top job following the retirement of Craig Drummond.

Medibank Private’s chief marketing officer, Fiona Le Brocq, is one of two new non-executive directors announced at employee experience management, vendor, LiveTiles.

Addressing inconsistencies across customer engagement channels, harnessing data for decision making and making the most of the renaissance in surfing are all in the sights of Rip Curl’s first CX and data chief.

An investigation of Australia’s bathroom cabinets is likely to reveal an assort of expired and neglected skincare products, used only a few times and then consigned to posterity as expensive follies, never to be purchased again. This, however, was not a fate general practitioner, Dr Ginni Mansberg, and her husband, Daniel Rubinstein, were prepared to accept when they launched their cosmetics brand, Evidence Skincare (ESK).

Qantas has trialled the CommonPass digital health app with customers on an international repatriation flight from Frankfurt to Darwin. It follows a successful crew trial last month and comes as the national carrier prepares for COVID-safe international travel to resume from late October.

David Jones has appointed a new director of omnichannel to its leadership ranks as it works to bring bricks-and-mortar and digital experiences closer together.