People News, Features, and Interviews

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.

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.