Chief Customer Officer

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.

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.

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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Latest Videos

Conversations over a cuppa with CMO: Tyron Hayes

​The current global COVID-19 pandemic is resulting in unprecedented disruption to every aspect of our lives as marketing and brand professionals, from the ways we work, to how our organisations operate, and the way in which we acquire and engage customers. So we’ve drawn on our wonderful CMO50 alumni community to explore different aspects of the crisis facing all of us right now.

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Why these voice assistants are so popular nowadays? Maybe I should get one too? I am really curious.

Jill Kim

Aussie brands jump on voice-interaction bandwagon following Amazon Alexa's local launch

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Your page is very helpful. Thank you for sharing with us

Eriona Ajvazi

10 brands making a positive difference to a world in crisis

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Extremely insightful and well written. Thanks for the great article!

Nicole Brodie Nahum

Why COVID-19 makes it more important than ever to move at the speed of the consumer

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Blockchain is one of the fastest growing technology in today's digital era. Industries like banking and finance are already using blockch...

Aniket Singh

Can blockchain deliver on its big advertising promises?

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Great article Emma. So many gems in there. Awesome to have you in the team!

One Small Step Collective

Why COVID-19 makes it more important than ever to move at the speed of the consumer

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Blog Posts

The gear change required for business during COVID-19

The current world pandemic, COVID-19, and its tragic effects has created different and challenging situations for nearly every business. Every business sector is affected differently, depending on the nature of what your place in the world, creating the most unique situation most of us have ever and will ever experience during our professional lives.

Katja Forbes

Managing director of Designit, Australia and New Zealand

How can organisations debias their decisions?

​People whose personal details and experiences signal they come from racially diverse backgrounds are less likely than anglo or Caucasian candidates to make it through the first cut in recruitment processes. Even if the organisation says it values diversity.

Dr Karen Morley

Author, commentator

Is your marketing team adapting quickly enough to the COVID-19 crisis?

The impact of coronavirus is far reaching with the true impact on the economy and businesses is unknown. While there are a few categories and brands experiencing growth, for the most part the crisis is wreaking havoc for large and small operators across many sectors including entertainment, tourism, retail, fitness, services and the list goes on.

Teresa Sperti

Founder, Arktic Fox

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