Getting Intimate with CX Ep11: Australia Post’s chief innovation officer on why customers are building today’s brand reputations


In Episode 11 of this new podcast series, BrandHook MD, Pip Stocks, talks with Australia Post chief innovation officer and former CMO, Greg Sutherland, about how brand reputation today is built on what customers say, how addressing a bad experience successfully can transform customer relationships, and what AusPost is doing to innovate customer interactions.

As an innovation leader and member of the executive committee, Greg is responsible for culture development, services and investments enabling innovation.  This includes incubating and investing in new businesses that support our future in ecommerce delivery and services as well the platforms that can enable everyone to be included.   

Greg joined Australia Post in August 2013 as Chief Marketing Officer, responsible for marketing and customer experience including mobile, online and customer service channels, to help drive Australia Post’s digital transformation and create new and contemporary experiences.  

Prior to this, he held senior group roles at NAB responsible for strategy, brand, marketing, corporate affairs and innovation. During this time, he led a range of high profile initiatives including the brand re-launch from National to NAB, as well as the creation and launch of NAB’s online-only banking subsidiary, UBank.   

Prior to joining NAB, Greg was a partner and director at Boston Consulting Group which included leading the Asia-Pacific ecommerce practice.  

Distributed through CMO from IDG, this 11-part podcast series by BrandHook explores customer intimacy, what makes a great customer experience and which brands Australian leaders think are doing it well. It does this by asking leading brand makers 7 key questions about what makes excellent CX tick.

 

Featured Whitepapers

State of the CMO 2018

CMO's State of the CMO is an annual research initiative aimed at understanding how Australian ...

More whitepapers

Blog Posts

Using artificial intelligence to surprise your customers

​We have expected artificial intelligence (AI) will become part of our everyday lives for quite some time.

Katja Forbes

Founder and chief, sfyte

Is customer segmentation dead?

Ginni Rometty, the CEO of IBM, announced the death of customer segmentation five years ago saying, "The shift is to go from the segment to the individual. She might have been a bit premature for most marketers, but if customer segmentation isn't dead yet, it's definitely on life support.

Richard Taylor

Senior digital strategist, Spinach

How people buy brands

Andrew Ehrenberg was a giant in the field of marketing science. He believed scientific methods could reveal law-like patterns of how people buy. In this post, I summarise one of Ehrenberg’s most important discoveries and its implications on how people buy brands.

Kyle Ross

Strategist, TRP

That’s a great example of surprising AR ad that went viral because it was first of its kind. Probably a similar effect to some scale can ...

Natasha Kvitka

Using artificial intelligence to surprise your customers

Read more

Hey there! it is a really meaningful post. I too have written a few similar articles about SEM, SEO, Social Media, Digital Marketing Tren...

Rohit

Digital advertising continues to dominate marketing budgets

Read more

Thanks for sharing the strategies ! :)

Isabella Richardson

Marketing the most of martech for revenue and CX

Read more

Glad to be a part of this informative post... Thanks for sharing this useful info!!! It is very important to stay updated about the lates...

Aaron Alexis

Predictions: 9 digital marketing trends for 2019

Read more

What the hell is with the "He claims, he claims, he claims" nonsense? That's just not good reporting.

Armaan Alfares

Marketers aren't investing enough in direct response and customer data

Read more

Latest Podcast

More podcasts

Sign in