People
Aussie fintech promotes brand leader to chief customer officer
Australian fintech, Till Payments, has promoted its head of brand and customer experience to the newly created executive leadership role of chief customer officer.
People
Australian fintech, Till Payments, has promoted its head of brand and customer experience to the newly created executive leadership role of chief customer officer.
Strategy
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.
People
The Iconic has brought on its first chief customer officer, appointing Dean Chadwick to take on the CMO replacement position.
People
Fintech startup, HelpPay, has brought on former head of digital for Red Energy, Rowan Wilde, as its first chief customer officer.
People
Quest Apartment Hotels has created a new customer leadership role and appointed its chief marketing and digital officer to the job.
Strategy
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.
Strategy
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.
People
Flybuys chief customer officer, Rosemary Martin, is swapping the rewards offering for a newly created marketing and ecommerce leadership position with Rebel Sport.
Strategy
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.
People
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.
People
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.
People
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.
People
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.
People
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.
People
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?
People
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.
People
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.
People
CMO is delighted to announced our inaugural State of CX Leadership survey aimed at understanding how changing nature of customer experience leadership.
Measurement & Analytics
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.
People
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.
People
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.