Customer Experience News 155: Siloed CMOs, Emotional Experiences, Relieving Customer Pain & Qantas CCO

Customer Experience News 155 CMO
Siloed CMO’s Fading Fast (3min)
In what is a growing trend in the US, McDonalds is the latest company to ditch the role of Chief Marketing Officer (CMO), following the lead of other brands such as Coca-Cola, Hyatt, Kimberley Clark and Uber. The good news for customer-centric CMO’s is that replacement roles such as Chief Growth Officer have an even larger remit, including an organisation-wide focus on customer.
The Magic Ingredient in CX Success (10-12min)
A must-read piece from MIT on the pivotal role emotion plays in creating memorable experiences for customers. Professor Stefan Thomke from Harvard Business School identifies five ways customer journeys can be infused with emotion and uses real life examples to illustrate how. A little longer than usual but well worth the read. 
MYOB Relieves Customer Pain (3min)
In this CMO interview, MYOB’s head of product Dale Dixon, explains how the company eliminated a major pain point for customers by capturing and identifying transaction data at its source; saving time, improving the accuracy of reporting and reducing administration overheads.
In the News – Qantas Appoints New CCO (1min)
Congratulations to Qantas marketer Stephanie Tully on her promotion this week to the role of Chief Customer Officer, reporting directly to CEO Alan Joyce and joining the airline’s group leadership team.

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