Customer Experience Management

PEOPLE

• mycar appoints customer chief, sets out brand strategy and engagement ambitions

• Sensis appoints new chief product and customer experience officer

• Foxtel CMO gets end-to-end customers under latest leadership shake-up

• How Hugo Boss, UK Post Office pivoted to suit COVID-19 customer conditions

• CMO interview: Building sustainable brand connection at Kathmandu

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STRATEGY

• Twilio's Segment acquisition expected to kickstart more CDP M&A

• Forrester SiriusDecisions debut planning assumptions to help CMOs plan in 2021

• Report: 10 digital commerce trends here to stay

• What 1800 Flowers is doing to create a consistent customer communications experience

• Why the art of human-centred design has become a vital CX tool

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MEASUREMENT & ANALYTICS

• The Covid effect: Which brand has fared best this year?

• Report: Marketing-led growth top priority for marketers

• The Iconic taps Optimizely as its experimentation platform

• SAP acquires Emarsys to build out CX offering

• InMoment pitches for improvement with latest CX platform

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RESOURCES

• 
  Why Creating Emotion in Customers is the Key to CX Success
• 
  Your Digital Experience Transformation Roadmap