Mark Atterby, Editor of CXFocus, recently interviewed Ledi Lapaj, Director Customer Experience Bank-al-Etihad, who is the international keynote speaker for the CX Retreat in October. Ledi explains the customer centric journey the bank has been on, highlighting the six pillars of CX transformation that an organisation needs to become customer-centric. Mark Atterby (MA): Can you …
The marketing landscape is evolving rapidly, driven by technological advancements, shifting consumer behaviours, and heightened expectations. To thrive in this dynamic environment, marketers must prioritise a combination of strategic, technological, and human-centric competencies. CXFocus editor, Mark Atterby, talks to Bronwyn Heys, CEO of the Australian Marketing Institute, about the challenges and opportunities facing today’s marketing …
For 15 years, Rebecca Burns, General Manager, Support at MYOB, has demonstrated her passion for customer experience (CX) and success. Throughout her career in customer success and project management, she has focused on strategising and implementing solutions to make customer interactions exceptional. Mark Atterby from CXFocus talks to Rebecca about her role at MYOB and …
Mark Atterby, Editor of CXFocus, interviews Natalie Truong, CMO for EY about the importance of client satisfaction in achieving marketing success in 2024. She explains how EY is competing in the professional services arena and its plans to overtake their competition. Mark Atterby (MA): Can you please provide a background to your career and an …
In this interview with Mark Atterby, Editor of CXFocus, Janelle McQueen-Paice, Chief Experience Officer for Selfwealth, explains the principles of design thinking and how to apply them to empower customers. Mark Atterby (MA): Can you please provide a background to your career and an explanation of your role at Selfwealth? Janelle McQueen-Paice (JM): My career …
Monique Bate, Head of Member Experience at ANZ Staff Super, emphasises the importance of customer experience and that the function needs to sit at a senior ‘strategic level’ within the organisation. In this interview with CXFocus Editor, Mark Atterby, she shares her thoughts about CX and its role in the superannuation industry. Mark Atterby (MA): …
Ben Motteram, industry veteran and founder of CX consultancy CXpert, extolls the importance of creating positive employee experiences in building successful customer experiences. In this interview with CXFocus Editor, Mark Atterby, he shares his thoughts about CX and the trends shaping the future. Mark Atterby (MA): Please provide a background to your career and your …
Marketing success in 2024 is evolving rapidly, shaped by constant technological advancements and shifting consumer behaviour. While specific tactics may change, some core elements will define marketing success in the coming year. Mark Atterby, the editor of CXFocus talks to Joanna Robinson, CMO for THE ICONIC, about her role and what marketing success looks like …
Australia’s largest independently owned and fastest-growing telco, MATE, has incorporated the Australian cultural idiom of mateship in the way it treats employees as well as customers. Embodying a code of conduct that emphasises equality, loyalty, and friendship, mateship is embedded in Australian history and culture. From its founding in 2016 the company now has over …
Navy Health is a not-for-profit private health insurance provider for the Australian Defence Force community. Delivering an exceptional experience for members is core to its vision as an organisation and their long-term future. Lauren Reid is the Chief Customer Officer for Navy Health. CXFocus Editor, Mark Atterby, talks to Lauren about her career and her …