Empowerment of customers has required almost every business to transform, whether they know it or not, and customer journeys need to be ex-examined if true CX transformation is to be achieved.

What does it really take to craft a memorable experience with your customers? Who should be leading it? And how do you action the insights you have to achieve it?

There’s a joke in the English town of Norwich that everyone either works in a church, in a pub, or in the insurance industry. Luckily for the customers of IAG, Julie Batch’s family worked in insurance, and instilled in her a set of values she has carried through to her current role as chief customer officer.

​Citi’s global head of customer experience, Tanya Smith, has an easy way to tell whether something meets the great experience test or not: You feel better after interacting.

Floor cleaning brand retailer and distributor, Godfreys, has brought on a new chief customer officer as one of two fresh executive-level appointments aimed at transforming the business.

Nbn Co has brought on a former Telstra group executive as its new chief customer officer to oversee its growing business division.

Digital disruption first got Cambell Holt not long into his budding career as a commercial photographer.

Former Crown chief marketing officer, Christopher Coyne, has reappeared on the gaming industry spectrum as the new chief customer officer at online gaming company, Stars Group.

Qantas’ Olivia Wirth has been promoted to the new role of chief customer officer as part of a reorganisation of the airline’s leadership team announced today.

Ask SumoSalad co-founder and CEO, Luke Baylis, what it means to be innovative, and he’ll tell you it requires a lot of hard work, creativity and the ability to communicate.

Former NSW premier and treasurer, Mike Baird, has become the chief customer officer of NAB as part of a suite of new executive-level appointments.

Customer experience is about delivering convenience, control and choice in a personalised way, Australia Post’s new chief customer officer claims.

AMP has shifted capital expenditure budget under its chief customer officer as it strives to become a more customer-centric business.

Organisations across Australia are increasingly appointing dedicated heads of customer engagement as a way of systematising and focusing their corporate efforts around the customer. Here, we ask four heads of customer experience to share who their closest peer in the organisation today are and why.