Chief Customer Officer

Measurement & Analytics

7 ways to bridge the chasm between marketing and customer experience

Nine out of 10 CEOs agree: Mastering the customer agenda is the primary challenge their organisations face now and into the future. Yet when it comes to actually orchestrating the people, process and technological changes necessary to ensuring an organisation delivers and exceeds modern customer expectations, many are struggling to truly break ground.

Strategy

​4 brand leaders building the bridge between marketing and customer service

As organisations look to compete on customer experience, it’s to be expected the people, processes and technologies supporting all touchpoints within their customers’ journeys operate more in harmony. And arguably, there are no two more important teams in this picture than marketing and customer service.

People

Forrester predictions 2020: Link CX metrics to money or lose your job

One in four customer experience (CX) professionals will be out of a job in 2020, according to the latest Forrester 2020 predictions. But don’t read that as a sign interest in CX is waning: On the contrary, the level of c-suite and high-level CX managers is set to increase.

CMO50 2019 #26-50: Catherine Anderson

It was when Catherine Anderson was promoted from CMO to Powershop’s chief customer officer in mid-2018 she felt her mindset shift from marketing to all-of-business.

CMO50 2019 #26-50: Andrew Chanmugam

Bankwest’s Andrew Chanmugam is a firm believer in marketing as both an art and a science. “Marketing gives us a natural opportunity to balance the creative with the commercial,” the EGM of customer experience, who oversees brand and marketing, five customer tribes, three organisational chapters and line-one risk functions, says.

Customer Experience Management

Queensland creates first government chief customer officer

​Queensland is soon set to have a public chief customer and digital officer, the first of its kind in Australia, the state’s government has announced​. The role will have responsibility for advancing global technology and supporting the needs of Queenslanders and Queensland businesses in this arena.

People

AMP customer chief out as new exec structure confirmed

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.

CMO50 2018 #26-50: Ingrid Purcell

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.

Leadership

Kantar: Customer journeys must be redefined

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.

People

CX profile: Building IAG's customer smarts

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.

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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Blog Posts

Sustainability trends brands can expect in 2020

​Marketers have made strides this year in sustainability with the number of brands rallying behind the Not Business As Usual alliance for action against climate change being a sign of the times. While sustainability efforts have gained momentum this year, 2020 is shaping up to be the year brands are really held accountable for their work in this area.

Ben King

CSR manager & sustainability expert, Finder

The trouble with Scotty from Marketing

As a Marketer, the ‘Scotty from Marketing’ meme troubles me.

Natalie Robinson

Director of marketing and communications, Melbourne Polytechnic

How do we break out of our marketing echo chambers?

Clients and agencies can get stuck into a particular way of behaving and viewing the world, but there are ways to break out of our marketing echo chamber.

Steve O'Farrell

Managing Partner, The Royals

It's a good idea. Customers really should control their data. Now I understand why it's important.

Elvin Huntsberry

Salesforce CMO: Modern marketers have an obligation to give customers control of their data

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Instagram changes algorithms every time you get used to them. It really pisses me off. What else pisses me off? The fact that Instagram d...

Nickwood

Instagram loses the like in Australia; industry reacts positively

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I tried www.analisa.io to see my Instagram Insight

Dina Rahmawati

7 marketing technology predictions for 2016

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The saying is pretty tongue in cheek. It's not saying that marketers are bad people, nor that they don't take themselves seriously. There...

LYF Solutions

The trouble with Scotty from Marketing - The CMO view - CMO Australia

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Given Scotty's failed track-record in the marketing realm the memes and the ridicule is very apt and is in no way a reflection on marketi...

denysf

The trouble with Scotty from Marketing - The CMO view - CMO Australia

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