Customer Experience Management

PEOPLE

• AMP customer chief out as new exec structure confirmed

• Employee social marketing drives brand engagement for John Lewis & Partners

• How customer experience measurement is driving cultural change at this global real estate group

• Scoot Airlines extends CX efforts with employee engagement investment

• WPP recruits Sunita Gloster as first chief customer officer

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STRATEGY

• Medibank highlights customer retention, NPS lift in half-year results

• How Coopers Brewery has used shipping experience to bolster customer loyalty

• UBank debuts AI-powered digital human for home loan applications

• 4 lessons for customer leaders from the Banking Royal Commission

• Bankwest touts wearable device adoption as it pushes CX agenda

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MEASUREMENT & ANALYTICS

• Report: Marketers failing to realise the benefits of customer loyalty programs

• How customer experience measurement is driving cultural change at this global real estate group

• Scoot Airlines extends CX efforts with employee engagement investment

• How a real-time customer feedback loop is helping OFX gain agility

• Why Showpo switched to a new customer management platform

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RESOURCES

• 
  State of Marketing: Fifth Edition
• 
  State of the CMO 2018