Customer Experience Management

PEOPLE

• Confirmit brings on former NAB customer strategist as CX director

• Optus highlights employee engagement with CX Academy

• Salesforce brings on former Suncorp customer CEO as new A/NZ chief

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

• Using collaboration to improve EX and boosting CX

More

STRATEGY

• Using emerging technologies for better CX

• ACCC raises concerns about loyalty programs selling consumer data

• The PAS Group highlights customer data platform for better engagement in a mixed FY19

• Putting the personalisation journey into practice

• Velocity Frequent Flyer partners with freedom for launch of new loyalty program

More

MEASUREMENT & ANALYTICS

• Nestle sustainability chatbot research project wins industry award

• The power of combining X-data and O-data

• Toyota, ACU, Telstra Super on the impact of personalisation

• Report: Lack of unified approach to media measurement linked to slow retail growth

• NRMA: Getting smarter about the voice of customer

More

RESOURCES

• 
  Maximising the impact of your innovation programme
• 
  Trusting marketing with data