Customer Experience Management

PEOPLE

• David Jones appoints omnichannel director to unite in-store and digital

• Virgin Australia confirms new leadership team for fresh customer push

• Cooney changes channels and shifts from Foxtel to TPG

• Hino exec reshuffle sees brand, customer service elevated

• Virgin poaches Qantas executive to lead customer and digital

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STRATEGY

• Register now: CMO-CIO Executive Connections 2021 in-person + virtual event

• Bendigo Bank touts customer number rise, NPS scores in first-half results

• How Infosys is bringing phygital experience to the Australian Open 2021

• Telstra takes back retail store ownership in omnichannel customer service play

• How data and thinking differently are helping Uber partner successfully

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MEASUREMENT & ANALYTICS

• Finding the balance between privacy and personalisation

• Merchandising, marketing and loyalty alignment a step closer for Liquor Barons

• How Ganschow is leading customer-inspired data transformation at Aware Super

• Koala ups the ante on customer insights as part of data transformation

• What COVID has done for Accent Group's CX strategy and approach

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