Customer Experience Management

Customer Experience Management

4 things B2B marketers are doing to help drive customer centricity

Creating new roles and cross-functional teams, developing customer narratives, ramping up investments into data science teams and martech – these are just a few of the big steps marketers from Juniper Networks, Dell, Wells Faro and Blackrock say their organisations have taken to become more customer experience oriented.

Leadership

Bendigo Bank rolls out customer-led metrics framework

Bendigo Bank is rolling out a company-wide measurement framework that it’s head of customer voice says will help every team member better understand their contribution to overall customer experience excellence.

Leadership

Medibank CEO: We're getting better at customer experience

Reducing customer complaints, digitisation, a change to executive incentives and exposing non-customer facing staff to the end consumer are all helping Medibank start to turn the corner on customer experience, its chief executive claims.

Digital Marketing

Design thinking: Leading with experience

​Marketers spend a lot of their time convincing people to buy their organisation’s products and services. But what if those same products and services were so well designed, they simply sold themselves?

Customer Experience Management

10 ways Volkswagen’s first chief customer officer is driving a new experience agenda

Jason Bradshaw was ​appointed Volkswagen Group Australia’s first director of customer experience​ 12 months ago, an executive-level role he claims is also a first for Australia’s automotive industry. The remit: Put the customer front and centre across HQ, as well as its dealership network, making customers the first, second and third priority behind every business decision.

Customer Experience Management

Katja Forbes: Pioneering change in customer experience management

​While customer experience management and design is one of the fastest developing IT sectors in Australia and around the world, it isn’t well known - and very few experts are women. But Katja Forbes wants to change all of that.

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Tareq

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Mark

CMO's top 10 martech stories for the week - 9 June

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Great e-commerce article!

Vadim Frost

CMO’s State of CX Leadership 2022 report finds the CX striving to align to business outcomes

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jackson13

The Lottery Office CEO details journey into next-gen cross-channel campaign orchestration

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Thorough testing and quality assurance are required for a bug-free Lottery Platform. I'm looking forward to dependability.

Ella Hall

The Lottery Office CEO details journey into next-gen cross-channel campaign orchestration

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Blog Posts

Marketing prowess versus the enigma of the metaverse

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.

Liz Miller

VP, Constellation Research

Why Excellent Leadership Begins with Vertical Growth

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?

Michael Bunting

Author, leadership expert

More than money talks in sports sponsorship

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.

Simone Waugh

Managing Director, Publicis Queensland

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