There are a lot of insights out there into customer experience maturity across organisations today, but what about state of customer leadership itself? Just what does it mean to be a customer experience manager or leader today, what’s the remit, role and sphere of influence? And how do you gauge success and impact?

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Refining the customer journey, embedding a new marketing cloud platform and elevating voice of customer and Net Promoter Score programs are top priorities for the new chief experience officer at BlueFit gyms.

AGL has confirmed its chief customer officer, Christine Corbett, as managing director and CEO of its newly demerged energy retailer, AGL Australia, as the organisation embarks on a significant restructure to become two businesses.

Two new group executives covering customer and brands and customer portfolios are set to join the Medibank leadership team.

Cementing a differentiated position in the outdoors category globally while getting local consumers to reappraise and fall back in love with its brand lies at the heart of new brand positioning and vision work undertaken by Kathmandu.

Volkswagen Australia is on the hunt for a new marketing and customer leader after Jason Bradshaw resigned from the role to pursue his own CX agency.

Medibank Private has promoted its chief customer officer, David Koczkar, to the top job following the retirement of Craig Drummond.

Future proofing by making the big transition from physical to digital proposition and engagement has seen Australia lifestyle offer business, Entertainment, embark on simultaneous digital and brand transformation.

Virgin Australia has confirmed the appointment of its chief customer and digital officer and recruited a new Velocity CEO as part of a fresh executive leadership team full of aviation experience announced today.

Foxtel’s chief customer, marketing and sales officer, Kieren Cooney, is returning from pay TV back to his telecommunications roots and joining TPG group as group executive of consumer from March.

Virgin Australia has brought on a chief customer and digital officer in a step its CEO says will help the airline’s transformation as it steps up plans for 2021.

Homegrown construction tendering software player, EstimateOne, has confirmed MYOB’s customer success chief as its new chief customer and commercial officer.

Commercial kitchen equipment provider, SilverChef, has created its first dedicated executive-level customer role and appointed Wotif Group’s former digital marketing leader to it.

Tyre and auto repairs chain, mycar Tyre & Auto, has appointed a chief customer officer and set its sights firmly on making customer care the point of difference as it builds out its brand in Australia.

Digital marketing outfit, Sensis, has appointed Matt Mulligan as its new chief product and customer experience officer, tasked with the job of growing the business to be the country’s leading platforms business.

Foxtel’s chief marketing officer, Kieren Cooney, has gained end-to-end customer experience oversight under a raft of leadership and management team changes confirmed at the company last week.

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.

A physical mascot for customers in meetings, ruthless prioritisation, cross-functional teamwork and employee camaraderie are just a few ways Australian retail group, Super Retail Group, has ridden through the COVID-19 crisis.

A customer segmentation program gleaning the underlying motivations of flybuys members has not only been a strong tool during the crisis, it provides the key to responding in the new normal, says the group’s customer chief.

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.