Customer Experience Management

PEOPLE

• WPP recruits Sunita Gloster as first chief customer officer

• AGL chief customer officer resigns

• 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

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STRATEGY

• Telstra flags plans for a new customer loyalty program in 2019

• How a real-time customer feedback loop is helping OFX gain agility

• Why this design leader doesn't mind if he's with the CIO or CMO

• What Sydney Olympic Park Authority is doing to revitalise community engagement

• Government aims for customer centricity with all-digital services plan

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MEASUREMENT & ANALYTICS

• How a real-time customer feedback loop is helping OFX gain agility

• Why Showpo switched to a new customer management platform

• Analysts question long-term impact of SAP's acquisition of Qualtrics

• What SAP's $8B acquisition of SaaS vendor Qualtrics means

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

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RESOURCES

• 
  Conversational AI Solutions: The Happy Medium with Bold360
• 
  A Better Customer Experience Starts with a Better Agent Experience: How to Maximize Productivity to Drive Results
• 
  Impact of Chatbots and AI on the Customer Journey: LogMeIn 2018 AI Customer Experience Report
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  State of the CMO 2018