Customer Experience Management

PEOPLE

• Virgin Australia confirms new leadership team for fresh customer push

• Cooney changes channels and shifts from Foxtel to TPG

• Hino exec reshuffle sees brand, customer service elevated

• Virgin poaches Qantas executive to lead customer and digital

• MYOB customer leader switches accounting for construction industry

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STRATEGY

• CES: 4 new Covid consumer behaviours marketers need to know

• CES: 3 trends driving the 2021 consumer engagement playbook

• CMO’s top 20 stories for 2020

• Predictions: 10 Customer experience trends for 2021

• 10 unusual examples of brand partnerships in 2020

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MEASUREMENT & ANALYTICS

• Merchandising, marketing and loyalty alignment a step closer for Liquor Barons

• How Ganschow is leading customer-inspired data transformation at Aware Super

• Koala ups the ante on customer insights as part of data transformation

• What COVID has done for Accent Group's CX strategy and approach

• How this Aussie marketplace is reaping commercial dividends off data visualisation

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