People News, Features, and Interviews

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.

Australian fintech, Till Payments, has promoted its head of brand and customer experience to the newly created executive leadership role of chief customer officer.

The ascent of the digitally savvy consumer has accordingly given rise to the fully digital brand. But in an era where experience trumps almost everything else, sometimes even the most sophisticated digital solutions fall short of what a customer actually needs.

The Iconic has brought on its first chief customer officer, appointing Dean Chadwick to take on the CMO replacement position.

Fintech startup, HelpPay, has brought on former head of digital for Red Energy, Rowan Wilde, as its first chief customer officer.

Quest Apartment Hotels has created a new customer leadership role and appointed its chief marketing and digital officer to the job.

Emma McRobert had been in the US looking for a new messaging platform for the Optus customer care website when she learned about an idea that would revamp the company’s entire contact centre model.

As we usher in 2022, CMO asked the industry to share their top predictions around customer experience capability and culture, from the tech innovations driving its advancement, through to communication trends, measurement and the very human elements required in every CX approach.

Flybuys chief customer officer, Rosemary Martin, is swapping the rewards offering for a newly created marketing and ecommerce leadership position with Rebel Sport.

Like many existing brands, Fight Gear Direct had reached a certain level that required shifting the focus from growing sales to sustaining sales. Yet a lack of focus in innovation across product categories or marketing and no real desire to continue growing an audience was holding it back.

Chief of innovation, marketing and technology are common titles to see on an org chart. Less common however is seeing the same person’s name against all three.

Shifting from product availability to perfect order metrics is just one of the ways Coles has improved its customer emphasis internally and as a consequence of rapid digitisation during the pandemic.

More than one in five customer experience (CX) leaders are facing a disconnect between KPIs and metrics with marketing counterparts, hampering alignment and consistency across an organisation’s customer approach.

Automotive publishing group, CarExpert, has brought on former Volkswagen customer experience leader, Jason Bradshaw, as its first chief experience and innovation officer to spearhead customer growth efforts.

​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.