Customer Experience Management

PEOPLE

• Medibank customer chief promoted to CEO

• Medibank Private CMO joins LiveTiles board

• How Rip Curl's new CX and data chief is planning his experience attack

• ​How ESK took an evidence-based approach to customer retention

• Qantas trials digital health pass

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STRATEGY

• Report: Customers and post-purchase experience remains disconnected

• ​How ESK took an evidence-based approach to customer retention

• Addressing changing views of humanity: Australian Red Cross and its rebrand strategy

• 10 lessons Telstra has learnt through its T22 transformation

• Why the newest member of BT’s contact centre is a chatbot

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MEASUREMENT & ANALYTICS

• Iron Mountain's Covid-driven rebrand

• Flybuys spies member engagement, product improvements through new survey deal

• 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

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