Customer Experience Management

PEOPLE

• Salesforce brings on former Suncorp customer CEO as new A/NZ chief

• Amart Furniture appoints former ALDI, Westpac marketer as customer GM

• Using collaboration to improve EX and boosting CX

• Gartner VP: Why CMOs and CIOs must band together to make CX a discipline

• NRMA disrupted: Launching a new membership platform

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STRATEGY

• Telstra confirms loyalty program signsup, higher NPS in full-year results

• Boycott or buycott - how brand purpose can make the difference

• Uni of Canberra on challenging the norms through digital transformation

• TTi and the power of a virtual tool shed: Lessons in CX digital transformation

• Deloitte: Quantifying the human experience

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MEASUREMENT & ANALYTICS

• NRMA: Getting smarter about the voice of customer

• Gartner: CX technology continues to lead investment

• Qualtrics: Experience management facilitates a race to the top

• Report: Forrester's first voice of customer wave highlights Usabilla, Pulse Insights, and ForeSee

• Segment's US$175m cash injection highlights rapid rise of customer data platforms

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RESOURCES

• 
  State of the CMO 2019
• 
  State of the CMO 2018