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.

The report has been tabled and the 76 recommendations are in. And there are a few clear lessons on what many have recognised are keys to ensuring your organisation is customer-led, from the very top to the very bottom and everywhere inbetween.

WPP AUNZ has brought on former AANA chief and PwC CMO Advisory director, Sunita Gloster, as its first chief customer officer in a move it says is all about growth locally.

AGL has confirmed the departure of its chief customer officer, Melissa Reynolds, later this month after an 18-month stint.

ME Bank’s Ingrid Purcell is one of an increasing number of marketers whose roles have morphed into holistic customer experience responsibility. It’s a shift that’s seen her take on accountability for designing the entire customer journey, not just focusing on traditional marketing areas, over the past year.

Out-of-home platform player, oOh!media, has recruited Virgin mobile’s former CEO and one-time marketing chief, David Scribner, as its new chief customer officer.

The concept of category design has not only given hipages the tools to create its first mass market brand campaign, it’s also crystallising the business strategy for its next rapid phase of growth.

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.