People News, Features, and Interviews

Moving into the future, the key differentiator for brands will be customer experience. This is the view of ME Bank’s new chief experience office (CXO), Ingrid Purcell, who was appointed to the new role late last year.

Being a more customer-led business doesn’t just require a greater understanding and empathy towards your customers, not is going to purely be delivered in the channels and devices you’re interacting with them in.

Property platform, Brickx, is hiring industry experts to clinch key customer and product roles and beefing up its marketing strategy in a bid to further disrupt the property investment market in Australia.

Israeli drinks company SodaStream is beefing up its video presence and social media play in the wake of successful influencer marketing campaigns including ‘Join a Revolution’ featuring ‘The Mountain’ from the Game of Thrones.

Ruthless prioritisation, collaboration and embedding process are top of the list for Weploy's first sales and marketing chief, who takes up the reins this month.

Former OMD Melbourne managing director, Steve Sinha, has been appointed chief operating officer of the ​Australian Alliance for Data Leadership​, (AADL), a network of associations including ADMA, IAPA, DGA and Digital + Technology Collective

For Shelley McDowell, director of customer experience at CBRE, some days the customer is the building owner or landlord. On others it is the building’s tenant organisation. Then there are the people who actually work in buildings.

Adopting AI-based capabilities for social media and text analytics are just the latest examples of how Volkswagen is opening up “customer insights gems” that improve its experience game, its CX leader says.

While much of the Australian retail landscape has worked itself into a lather this year thanks to the onshore arrival of Amazon, for one local company, the US-based giant has been a factor in its life since the very beginning.

If you’re just going to sit in your functional silo and do more of what you’ve always done, then you’re not going to go far as a customer experience leader.

Rockend has been in the property software game for more than 35 years, providing real estate and strata software solutions to agents and strata managers across Australia and New Zealand. But it’s the group’s more recent voice of customer and employee efforts that are paying fresh dividends.

Village Cinemas’ marketing chief says a 10 per cent increase in its Net Promoter Score is the result of significant investment and cross-divisional support for its voice of customer program.

Stuart Tucker has left Commonwealth Bank after four years as the ASX-listed banking group’s GM of brand, sponsorship and marketing operations and is joining hipages as its chief customer officer.

Making employee experience as important as customer experience, and linking data to both marketing intelligence and consumer emotion are crucial steps brands must get better at to deliver great customer experiences.

Qantas’ Olivia Wirth has been promoted to the new role of chief customer officer as part of a reorganisation of the airline’s leadership team announced today.

REA Group has promoted its digital and personal experience design chief, Val Brown, to executive general manager of consumer experience, earning her an executive leadership seat.

QBE Australia has promoted executive GM of marketing, Bettina Pidcock, to chief customer officer, the first such role to be introduced at the insurance group.

Adobe’s workforce has changed by as much as 30 per cent in the past 5-6 years as it builds the agility, capability and diverse thinking it needs for rapid innovation and growth.

Creating new roles and cross-functional teams, developing customer narratives, ramping up investments into data science teams and martech – these are just a few of the big steps marketers from Juniper Networks, Dell, Wells Faro and Blackrock say their organisations have taken to become more customer experience oriented.

Australia's healthy fast food chain, SumoSalad, has joined the ranks of Australian organisations to appoint a chief customer officer.

For traditional utility players like EnergyAustralia, steeped in regulation and red tape, the move to modernise and transform the company to a customer-led approach isn’t easy.