Customer Experience Management

PEOPLE

• How this customer thinker lifted Pepper's data game

• Bankwest rethinks CMO role after Felton departs

• Volkswagen CX and marketing chief resigns to set up own agency

• Medibank customer chief promoted to CEO

• Medibank Private CMO joins LiveTiles board

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STRATEGY

• Forrester: Unique customer obsession expression key to growth

• Tourism Australia, 7-Eleven and Telstra on balancing data-driven engagement with consumer consent

• Inside SiteMinder’s brand repositioning

• Foxtel outlines the jobs to be done as its overhauls its customer service approach

• Mecca's chief digital officer on omnichannel retailing in 2021

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MEASUREMENT & ANALYTICS

• Report: Forrester names top CX feedback management platforms

• CommBank and Quantium launch new joint venture aimed at B2B customers

• How this customer thinker lifted Pepper's data game

• Iron Mountain's Covid-driven rebrand

• Flybuys spies member engagement, product improvements through new survey deal

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