Are customer experience leaders truly connecting the dots between the business outcomes their organisations are looking to accomplish through CX improvements and investment, and the customer outcomes they’re prioritising?

Online dealership, Carma, is working to craft an alternative to buying used cars, placing the customer experience above all else while providing convenience and transparency throughout the process.

Gamification and engagement platform, Komo Technologies, has brought on former Optus senior partnership manager and CX specialist, Aussie Merciadez, as its first global chief of customer engagement and partnerships.

SpecSavers has announced a trio of promotions across its marketing and customer engagement leaders in what the company said is a response to brand growth and individual performance.

Economic headwinds as well as heightened scrutiny to ensure CX programs deliver business value will have hefty impact on the customer experience management landscape in 2023, several industry thought leaders believe.

CMO and our stellar line-up of speakers will delve into the State of CX Leadership on 21 February 2023.

All the latest martech and customer tech news from Zappi, Dialpad, MessageGears, Optimizely, Zitcha, Integrate, 6sense, NICE and Soprano Design.

Building social and metaverse muscle to deliver modern-day marketing and customer obsession have been priorities for The Iconic’s chief customer officer in the first year of the job.

When the pandemic upended the travel business, Flight Centre took it as a sign to move on long-held plans to overhaul its Voice of Customer program

CMO is delighted to confirm we’re holding our first-ever special virtual event exploring key findings from our State of CX Leadership survey 2022.

It’s the brilliant basics TAB’s inaugural chief customer officer, Jenni Barnett, is counting on to deliver growth as she brings a unifying focus to CX across the wagering and media organisation.

The human paradox is an interesting phenomenon brands need to consider when developing their CX and marketing strategies, according to Accenture Song global lead for customer, sales and service, Dr Edwin Van der Ouderaa.

All the latest martech, adtech and customer technology news from Google, SmartCommerce, Basketful, Appier, Woopra, AB Tasy, Epoq, Storyblok, DoubleVerify, Qualtrics and Klaus.

Verint CMO, Celia Fleischaker, believes it’s high time for marketing and the contact centre to become better acquainted.

When it came to lifting the capability of its contact centres, Gucci turned to its design teams to create an environment for is staff that captured the essence of the brand.

“Customers today are more educated, have done more research and are 80 per cent of the way through their decision-making process before they have actually engaged with an organisation,” says SugarCRM chief product officer, Zac Sprackett.

All the latest martech, adtech and customer technology news from Swiftly Systems, Salesforce, Adobe, Qualtrics, Pega, Criteo, Appsumer and Chameleon.

Salesforce has taken a leap into the world of real-time data management with the integration of customer data platform (CDP) capabilities into its flagship Customer 360 CRM platform.

Did you know two-thirds of CX budgets increased in Australian companies in 2021? Or that customer journey mapping and orchestration was the biggest skills gap for CX teams last year? How about the fact that there’s still no one clear function responsible for CX across Australian organisations?

The customer experience team at Newcastle Permanent Building Society were confident replacing adhoc different systems across its contact centre and digital channels with a single, integrated platform would lead to efficiencies and cost reductions. What they didn’t know initially was how it could innovate their omnichannel and team approach.

CMO reaching out to Australian customer experience managers and leaders across the divide to complete our 2022 State of CX Leadership survey and help us gauge the true and changing nature of customer experience leadership.