Making THE ICONIC more iconic – Interview with Joanna Robinson, CMO

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 …

She’ll be right, MATE – The Australian Telco who treats employees and customers as mates

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 …

Fulfilling a promise in someone’s time of need. Interview with Lauren Reid from Navy Health

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 …

Bridging the Say-Do Gap. Interview with Allison Dorogoj from Simply Energy

Simply Energy is an energy retailer with over 700,000 commercial and residential customers across Australia. Allison Dorogoj is Head of Customer Experience and Sales at Simply Energy. Mark Atterby, CXFocus Editor, Interviews Allison about the difference between what people say they will do and what they actually do. Mark Atterby (MA): Allison, can you please …

People want to do good in the world. Interview with Elisa Iurato from World Vision

World Vision Australia is a humanitarian aid and development organisation that aims to elevate children and the communities they are part of out of poverty. People can donate to the organisation or sponsor a child. Elisa Iurato is the Chief of Community, Retail and Supporter Experience at World Vision Australia. Mark Atterby talks to Elisa …

Understanding customers as individual humans. Interview with Alex Genov from Zappos

Zappos.com is an American online shoe and clothing retailer owned by Amazon. Zappos employs over 1500 people and generates over $US 2 billion in revenue per annum. Alex Genov is Head of Marketing Insights and Customer Research at Zappos. In this interview with Mark Atterby, Editor of CXFocus, he explains the importance of understanding customers …

Being authentic and inclusive. Interview with Chief Customer Officer Rania Wannous

Rania Wannous, the Chief Customer Officer at the New South Wales Telco Authority, leads the customer experience, partnerships, communications and stakeholder engagement functions at the authority. As customer advocate, Rania ensures the Telco Authority’s services meet evolving customer and citizen connectivity needs. Mark Atterby interviews Rania about the importance of being authentic and inclusive in …

Unleashing purposeful work. Interview with Tom Scantlebury.

Mark Atterby interviews Tom Scantlebury, CEO and Founder of Sky Blue, about the importance of connecting with customers as humans and exceeding their expectations. Mark Atterby (MA): Can you please provide a background to your career and why you founded Blue Sky? Tom Scantlebury (TM): My background was actually originally in hotels. I was in hotel …

Just because we can, doesn’t mean we should. Interview with Rik Johnson from Curious Thing.

Mark Atterby interviews Rik Johnson, Head of Solutions at Curious Thing, about the importance of challenging assumptions when it comes to designing customer experiences and conversational AI. Mark Atterby (MA): Please explain your current position and provide a background to your career? Rik Johnson (RJ): I have the best job in the world! As Head …

Staying human in a world obsessed with technology. Interview with Jasmine Gray from Aircall

In a career spanning 25 years, Jasmine Gray, Customer Success Team Manager APAC at cloud based telephony company Aircall, has applied her formula for customer success and experience to a wide variety of roles across multiple organisations. Mark Atterby talks to Jasmine Gray, about her career and what she has learnt about helping customers succeed. …