Strategy
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?
Strategy
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.
People
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.
Leadership
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.
Strategy
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.
Strategy
CMO and our stellar line-up of speakers will delve into the State of CX Leadership on 21 February 2023.
Digital Marketing
All the latest martech and customer tech news from Zappi, Dialpad, MessageGears, Optimizely, Zitcha, Integrate, 6sense, NICE and Soprano Design.
People
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.
Measurement & Analytics
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
People
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.
Strategy
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.
Strategy
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.
Strategy
Verint CMO, Celia Fleischaker, believes it’s high time for marketing and the contact centre to become better acquainted.
Measurement & Analytics
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.
Strategy
“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.
Digital Marketing
All the latest martech, adtech and customer technology news from Swiftly Systems, Salesforce, Adobe, Qualtrics, Pega, Criteo, Appsumer and Chameleon.
Digital Marketing
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.
Strategy
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?
Strategy
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.
Strategy
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.
As our customers exhibit growing desire to be recognised for their preferences and passion points, ...
In the third and final episode of our 3-part CMO50 video series exploring modern marketing and why it’s become a matter of trust, we’re delighted to be joined by Telstra’s former CMO and now digital services and sales executive, Jeremy Nicholas, and Adobe VP Marketing Asia-Pacific and Japan, Duncan Egan.
Flash back to the classic film, Willy Wonka and the Chocolate Factory. Television-obsessed Mike insists on becoming the first person to be ‘sent by Wonkavision’, dematerialising on one end, pixel by pixel, and materialising in another space. His cinematic dreams are realised thanks to rash decisions as he is shrunken down to fit the digital universe, followed by a trip to the taffy puller to return to normal size.
Why is it there is no shortage of leadership development materials, yet outstanding leadership is so rare? Despite having access to so many leadership principles, tools, systems and processes, why is it so hard to develop and improve as a leader?
As a nation united by sport, brands are beginning to learn money alone won’t talk without aligned values and action. If recent events with major leagues and their players have shown us anything, it’s the next generation of athletes are standing by what they believe in – and they won’t let their values be superseded by money.
