Customer Experience Management

PEOPLE

• SilverChef recruits first executive-level customer chief

• The power of omnichannel experiences comes to the fore for Mecca

• How DUAL boosted staff mental health during COVID

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

• Sensis appoints new chief product and customer experience officer

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STRATEGY

• The power of omnichannel experiences comes to the fore for Mecca

• Fisher & Paykel ups customer service ante with fresh tech

• Report: Three in four Aussie consumers believe brands lie in marketing comms

• Why Plexure is eyeing the Australian supermarket wars

• How Casey Cardinia Library tapped its CX tech in lockdown

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MEASUREMENT & ANALYTICS

• Report: Covid has created new digital consumers

• How the Australian Finance Industry Association transformed its member insights

• 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

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RESOURCES

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