AMP chief customer officer, Paul Sainsbury, will leave the financial services giant following a new leadership structure announced just days after the release of the Royal Commission into Australia’s Banking, Superannuation and Financial Services Industry.

Home-grown artificial intelligence assistant company, Flamingo AI (ASX:FGO), has confirmed 10 clients are progressing through paid trials and nine are now deploying its virtual sales and service assistants.

AMP looks to be continuing to place customers at the centre of its growth, following the promotion of its marketing executive and a new recruit with customer experience speciality.

AMP is on a quest to deliver enhanced ‘customer experiences’ and is using the power of artificial intelligence (AI) - as part of the recent Salesforce platform adoption - in order to offer ‘mass personalisation’ to customers and advisers.

Continuous innovation in business is the “critical path” to deliver a seamless and effortless customer journey, according to AMP group executive, technology and operations, Craig Ryman.

AMP’s CEO says further investment into technology capability such as its Goals 360 advice platform and Salesforce CRM are transforming the financial planning process for customers and the advisers supporting them.

Storytelling is crucial in building and crafting an organisation’s customer experience and agility efforts, according to top marketers and technology leaders from AMP, OPSM, Aussie, and Vision Critical.

Australian wealth and financial management giant, AMP, is on a multi-year, customer-led digital transformation journey that stretches from replacing core infrastructure to building a customer goals-oriented culture. As part of these efforts, the group’s marketing operational capabilities have undergone a shake-up, driven by the adoption of a marketing automation platform in just nine months.

Are CMOs threatened by chief customer officers or becoming them? We talks to CEOs, CMOs, industry experts and customer chiefs to find out why the role is becoming so important and whether marketers should be afraid or looking forward to it flourishing.

Organisations and marketers will struggle if they don’t find a way to make digital a relevant part of every piece of customer experience.