For an organisation that connects millions of Australians every day, the shift toward artificial intelligence is about amplifying the human element. At the centre of this transformation is Michelle Francis, General Manager of Customer Success at Australia Post. Managing an ecosystem that serves millions of senders and receivers, Michelle’s mission is clear – modernise the …
In an industry traditionally seen as a laggard in digital adoption, Kennards Hire is proving that a ‘bricks-and-mortar’ foundation is no barrier to cutting-edge customer experience. Leading this charge is Nathan Borg, Head of Digital and Customer Experience. With a career spanning 15 years within the business, Nathan brings a unique perspective on how to …
In the financial services industry, customer obsession is a term often used but rarely mastered. For Annmaree Bell, Zurich’s Chief Customer Officer, it isn’t a corporate buzzword—it’s a philosophy rooted in two decades of leading transformation and a deep-seated passion for the art of storytelling. Since joining Zurich in 2010, Annmaree has championed major organisational …
JAX Tyres & Auto is a great example of an Australian organisation pushing the envelope in CX. More importantly, perhaps, they’ve been able to clearly demonstrate the tangible business benefits of investing in CX capability, directly connecting that investment to revenue results. JAX Tyres & Auto is a leading Australian automotive service provider, specialising in …
Customer experience (CX) is often equated with personalisation and speed. Companies strive to collect more and more data to anticipate needs and streamline interactions. But what happens when that pursuit of convenience clashes with the fundamental need for security and safety? For Yarra Valley Water (YVW) this question is at the heart of its CX …
Anytime Fitness’s vision for “one million healthier lives” guides their innovative marketing, retention strategies, and unwavering focus on empowering individuals through mind, body, and community. I recently sat down with Caitlin Bancroft, Group Chief Brand & Marketing Officer for Anytime Fitness, to explore how Australia’s largest gym network is inspiring healthier lives. From championing inclusivity …
At Zendesk Relate 25, Mark Atterby, CXFocus editor, interviewed Tom Powers VP of Operations at Catapult Sports. Powers explains the evolution of Catapult and its commitment to delivering world-class service to its clientele, who leverage Catapult’s integrated data and video analytics to gain crucial insights for athlete performance and development. Mark Atterby (MA): Can you …
Visit Site Last year, Officeworks was recognised with the Best CX Initiative Award at the Ashton Media-produced CX Awards. Driven by data and a focus on customer convenience, Officeworks launched the “I’m On My Way” initiative, a project designed to enhance the Click & Collect experience. Mark Atterby interviews Alyssa Milton, Head of Insights, Data …
Contact Energy in New Zealand has passed significant milestones on its path to becoming a customer-centric organisation. Their achievement has been acknowledged with their recent wins in 2022 and 2023 CX Awards organised by Ashton Media. Mark Atterby from CXFocus talks to Claire Raeburn, Digital Transformation Practice Lead at Contact Energy in New Zealand, about …
Pernod Ricard Winemakers, a global leader in wines and spirits, underwent a significant shift in its marketing and customer experience (CX) strategy. Instead of focusing their messaging on the product itself, they reorientated their focus on understanding their customer’s journey and what their products meant in the broader context of their customers’ lives. In this …
