People
Confirmit has appointed Andrew Farries, former customer strategy leader at National Australia Bank, as director of customer experience (CX) consulting in Australia.
Leadership
Origin Energy’s former chief marketing officer has joined the NAB team in the newly created role of general manager, strategic marketing.
Digital Marketing
Facial recognition, social listening, audio analytics and biometrics scanning are just some of the ways emotion analytics is entering the mainstream.
Leadership
Qantas has become Australia’s strongest brand, surging from third place last year and improving its brand strength index to 86.6. Telstra remains Australia’s most valuable brand, despite its brand value dropping 7.3 per cent, according to the latest brand value report by Brand Finance.
Digital Marketing
Fragmented audio and ineffective targeting led National Australia Bank (NAB) to implement one of the first and largest programmatic digital audio campaigns in Australia.
Strategy
As consumers, we’re well accustomed to ads from brands ‘following’ us around the Internet, and brands using information we’ve volunteered – or they have gathered – to offer us products and services we may be interested in.
Leadership
In an effort to create better customer experiences, NAB and Microsoft have designed an Automatic Teller Machine (ATM) using cloud and artificial intelligence (AI) technology for facial recognition.
Leadership
NAB has confirmed acting CMO and general manager of business marketing, Suzana Ristevski, as its official EGM of marketing and customer experience.
People
NAB is appointing its first chief customer experience officer, waving goodbye to its retail and wealth chief, rebranding its customer products and services division, in an executive leadership restructure it says will help put customers first.
Digital Marketing
Chatbots are the customer-experience (CX) buzz technology of 2018, and there is no doubt that when implemented properly, they can improve CX for thousands of consumers, freeing up call centre staff to focus on higher-value conversations.
Leadership
Former NAB communications staffer, Danielle Clarke, has clinched SuperFriend’s newly-created head of marketing and communications role.
Leadership
NAB's former GM of brand experience, Michael Nearhos, has been named Virgin Australia’s new marketing director.
Leadership
NAB is dropping its GM of brand experience role and elevating a number of brand managers to directly report to the CMO as part of a reshuffle of its marketing function.
Strategy
The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their culture in order to find sustainable improvement.
Leadership
In a shock departure, National Australia Bank’s CMO, Andrew Knott, is leaving the organisation after two-and-a-half years in the role.
Leadership
NAB has followed the lead of Cambridge Analytica, Facebook, KFC UK and other high-profile brands looking to gain back customer trust and used a full-page print ad to apologise for a weekend server failure that left customers without access to bank accounts for five hours.
Digital Marketing
National Australia Bank is working to deliver personalisation in the moment, rather than after the fact, in order to create great customer experiences, its general manager of consumer marketing and customer strategy says.
Digital Marketing
Artificial intelligence (AI) is here to stay. And while brands are in varying stages of maturity with AI projects and strategies, there’s one common principle: The nascent technology needs to meet customer expectations in a simple and useful manner.
Leadership
NAB is creating three chief customer officer roles to oversee all aspects of its banking and finance offering as part of a new restructure revealed today aimed at simplifying executive lines and improving its customer centricity.
Leadership
As the largest business bank in Australia with a 160-year history of serving customers, NAB prides itself on being able to converse and connect with customers in a way that meets their expectations. And it’s this very focus on customer experience that is now fuelling the organisation’s digital transformation fire.
Leadership
NAB’s CMO, Sandra de Castro, has left the banking group after more than four years as its marketing chief.
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.
