Customer Experience Management

PEOPLE

• Xero: Customer trust only occurs from the inside-out

• NAB loses consumer & wealth chief, emphasises customer experience in latest executive shake-up

• What Southwest Airlines is doing to retain CX leadership

• How category design is helping the customer chief at hipages find growth

• CX profile: How AGL's customer chief crafts experience leadership

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STRATEGY

• How Mercer, Gartner harness digital experiences for the future

• Medibank’s ‘back on track’ thanks to strong customer focus: CEO

• Freshworks CEO: Why we think we can win at customer engagement management

• How Progressive Direct is using cloud-based customer management to drive incremental sales

• Why this IBM marketing veteran switched gears to jump into a tech startup

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MEASUREMENT & ANALYTICS

• Cotton On brings in customer analytics tools to upscale CX efforts

• Adobe, Microsoft and SAP pitch for seamless customer data integration with new initiative

• What Southwest Airlines is doing to retain CX leadership

• How the ABC used an online community to help build a movement

• How Scoot Airlines plans to make CX the competitive advantage in the low-cost carrier space

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RESOURCES

• 
  The Impact of Chatbots and AI on the Customer Journey: LogMeIn 2018 Executive Summary
• 
  State of the CMO 2018