Customer Experience Management

PEOPLE

• Amart Furniture appoints former ALDI, Westpac marketer as customer GM

• Using collaboration to improve EX and boosting CX

• Gartner VP: Why CMOs and CIOs must band together to make CX a discipline

• NRMA disrupted: Launching a new membership platform

• MetLife appoints first chief customer and marketing officer

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STRATEGY

• ​Where Australian brands are up to in the voice journey

• How NSW Department of Education has used design thinking to transform digital services experiences

• Customer value, brand purpose key to omnichannel retail success

• Report: Customer loyalty programs losing their shine

• Gartner VP: Why CMOs and CIOs must band together to make CX a discipline

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MEASUREMENT & ANALYTICS

• NRMA: Getting smarter about the voice of customer

• Gartner: CX technology continues to lead investment

• Qualtrics: Experience management facilitates a race to the top

• Report: Forrester's first voice of customer wave highlights Usabilla, Pulse Insights, and ForeSee

• Segment's US$175m cash injection highlights rapid rise of customer data platforms

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RESOURCES

• 
  State of the CMO 2019
• 
  State of the CMO 2018