Chief Customer Officer

People

CMO interview: Building sustainable brand connection at Kathmandu

More and more, consumers are looking for brands they can have an emotional connection with, says Kathmandu’s chief customer officer, Eva Barrett. And for the Australia and New Zealand-based outdoor apparel brand and retailer, credibility around sustainability will be key to achieving this as it works to build engagement locally and abroad.

People

Gloster exits WPP AUNZ

WPP AUNZ has confirmed the departure of its chief customer officer, Sunita Gloster, after less than 18 months in the role and a month after the group posted more than $230 million in losses in the first-half 2020.

Queensland appoints first chief customer and digital officer

The newly created role of chief customer and digital officer for the state of Queensland has gone to Chris Fechner, whose job will be to implement the government's digital vision. Fechner was most recently chief digital and product officer at Service NSW.

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.

Featured Whitepapers

State of the CMO 2019

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

State of the CMO 2020

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: Microsoft's Pip Arthur

​In this latest episode of our conversations over a cuppa with CMO, we catch up with the delightful Pip Arthur, Microsoft Australia's chief marketing officer and communications director, to talk about thinking differently, delivering on B2B connection in the crisis, brand purpose and marketing transformation.

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Ryota Miyagi

Why the art of human-centred design has become a vital CX tool

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Cecille Pabon

Report: Covid effect sees digital events on the rise long-term

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Predictions: 14 digital marketing predictions for 2021

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Blog Posts

A Brand for social justice

In 2020, brands did something they’d never done before: They spoke up about race.

Dipanjan Chatterjee and Xiaofeng Wang

VP and principal analyst and senior analyst, Forrester

Determining our Humanity

‘Business as unusual’ is a term my organisation has adopted to describe the professional aftermath of COVID-19 and the rest of the tragic events this year. Social distancing, perspex screens at counters and masks in all manner of situations have introduced us to a world we were never familiar with. But, as we keep being reminded, this is the new normal. This is the world we created. Yet we also have the opportunity to create something else.

Katja Forbes

Managing director of Designit, Australia and New Zealand

Should your business go back to the future?

In times of uncertainty, people gravitate towards the familiar. How can businesses capitalise on this to overcome the recessionary conditions brought on by COVID? Craig Flanders explains.

Craig Flanders

CEO, Spinach

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