Customer Experience Management

PEOPLE

• Forrester predictions 2020: Link CX metrics to money or lose your job

• Former Uber CMO joins fintech upstart as chief customer officer

• Former UBank CMO becomes Good2Give's first chief customer officer

• CMO profile: What NAB's marketing and CX chief is doing to build customer culture

• Confirmit brings on former NAB customer strategist as CX director

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STRATEGY

• 10 ways to smarten up your customer experience

• How rebates and employee engagement are helping CBA build customer loyalty

• Foxtel debuts tenure-based customer loyalty program

• ​How three Aussie brands are making CX a vital strategy

• Optus send message for better customer experience

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MEASUREMENT & ANALYTICS

• Isentia takes reputation analysis mainstream

• Study: Consumer attention rises in Moment of Next

• Finder finds its brand advantage with new experience management measurement

• CX: An exercise in constant change and measurement

• Report: Australian customer experience good but not great

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RESOURCES

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  Maximising the impact of your innovation programme
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  Trusting marketing with data