Leadership News, Features, and Interviews

Customer Experience Management

​Tackling the customer feedback data minefield

A voice of the customer (VoC) program can be a powerful way marketers can collect customer feedback, mine that feedback for insights, and then incorporate those insights into business decisions - but what happens when there’s just too much data to manage?

Leadership

The math, the magic and the customer

Forget Mad Men. Today’s marketers are more likely to be math men and women. They plumb the depths of big data with advanced analytical tools. They buy and use dazzling new software - some spend more on technology in a given year than their companies’ IT departments. They are hot on the trail of marketing’s holy grail, the ability to measure ROI on every campaign.

Leadership

How brands are tackling the emotional heart of customer experience

Forrester Research identifies three key ‘Es’ lying at the heart of good customer experience: Effectiveness, ease and emotion. And according to principal analyst for customer experience, Ryan Hart, emotion is by far the biggest contributor to how people feel about brands.

Customer Experience Management

Is your Voice of Customer program disruptive enough?

A great Voice of the Customer (VoC) program plays a pivotal role in improving customer experience and creates greater empathy among employees. But what does it take to get it right?

Leadership

Kellogg's marketing leader on relevancy

Today’s customers expect brands to deliver more authentic marketing messages that connect and resonate with them, says Kellogg’s Australia marketing director, Tamara Howe.

Leadership

Why CMOs should be paying more attention to cybersecurity

There aren’t many marketers who would rate their ongoing interest and involvement in their company’s cybersecurity defences as ‘high’. But for Carilu Dietrich, San Francisco-based head of corporate marketing for Australian-born collaboration software maker, Atlassian, checking in on the status of its ‘severity 1’ support tickets is part and parcel of the job. And it is not just Atlassian she is worried about.

Leadership

How to tell if your company needs a chief digital officer

Transforming your business to a digital operation requires a dedicated professional who thrives as a change agent, a.k.a., a chief digital officer. Here's how to determine whether or not your organization can benefit from another executive in the new C-suite.

Social Media

​CMO interview: How Toby McKinnon helped transform BOQ’s brand strategy

The financial industry is under increasing pressure to create more engaging experiences that help attract and retain customers. For Bank of Queensland’s general marketing manager, Toby McKinnon, focusing on improving a bank’s brand and cultural approach can have some exciting customer outcomes.

Featured Whitepapers

State of the CMO 2019

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

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Latest Videos

Conversations over a cuppa with CMO: ABC's Leisa Bacon

In this episode of Conversations over a Cuppa with CMO, ABC's director of audiences, Leisa Bacon, shares how she's navigated the COVID-19 crisis, the milestones and adaptability it's ushered in, and what sustained lessons there are for marketers as we start to recover.

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Zero proof spiritsUsa since 2011 www.arkaybeverages.com🤪🤟

Sylvie

How this alcohol-free spirits brand rode the health and wellness wave

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kenzopoker1

CMO's top 8 martech stories for the week - 9 July 2020

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Very insightful. Executive leaders can let middle managers decide on the best course of action for the business and once these plans are ...

Abi TCA

CMOs: Let middle managers lead radical innovation

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One failing brand tying up with another failing brand!

Realist

Binge and The Iconic launch Inactivewear clothing line

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I am 56 years old and was diagnosed with Parkinson's disease after four years of decreasing mobility to the point of having family dress ...

Nancy Tunick

The personal digital approach that's helping Vision RT ride out the crisis

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Blog Posts

MYOD Dataset: Building a DAM

In my first article in this MYOD [Make Your Organisation Data-Driven] series, I articulated a one-line approach to successfully injecting data into your organisation’s DNA: Using a Dataset -> Skillset -> Mindset framework. This will take your people and processes on a journey to data actualisation.

Kshira Saagar

Group director of data science, Global Fashion Group

Business quiet? Now is the time to review your owned assets

For businesses and advertiser categories currently experiencing a slowdown in consumer activity, now is the optimal time to get started on projects that have been of high importance, but low urgency.

Olia Krivtchoun

CX discipline leader, Spark Foundry

Bottoms up: Lockdown lessons for an inverted marketing world

The effects of the coronavirus slammed the brakes on retail sales in pubs, clubs and restaurants. Fever-Tree’s Australia GM Andy Gaunt explains what they have learnt from some tricky months of trading

Andy Gaunt

General manager, Fever-Tree Australia and New Zealand

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