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.

Team clarity, customer journey mapping and cross-functional connection lie at the heart of success for Good2Give’s inaugural chief customer officer.

Edtech startup, Cluey Learning, kicked off 2020 with a brand refresh, new website and a new campaign, 2020 Vision, exploring the future of education and new research and expert predictions for the decade ahead.

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.

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.

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.

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.

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.

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.

​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.

More than 300 Optus employees have already completed at least one class within the telco’s new CX Academy since its launch five months ago.

Former Bupa CMO, Jane Power, has switched health insurance for pet care and retail, joining Petbarn owner, Greencross, as its chief customer officer.

MetLife Australia says its decision to create a chief customer and marketing role is about elevating the role and cultural approach within the business.

AGL has confirmed former longstanding Australia Post executive, Christine Courbett, as its new chief customer officer.

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.