Executive profiles featuring interviews with leading experts and executives offer a valuable opportunity to gain insights into customer experience, leadership strategies, and innovative ideas.
At the beginning of 2020 New Zealand’s Contact Energy appointed Tighe Wall as Chief Digital Officer, to take charge of their digital transformation journey. CXFocus editor Mark Atterby, talks to Tighe about Contact Energy’s success in driving enterprise wide change and improving the end-to-end customer journey. Established some twenty years, Contact Energy has built an …
Digital Interactions are being considered as the first step towards digital transformation. Also, at present, utilising technology to boost customer experience has gained tremendous value, making it mandatory for brands to incorporate one or more ways of interacting with customers over digital channels. Asking whether we can replace human interaction with digital ones may sound absurd …
Yarra Valley Water won “Customer Experience Team of the Year” at the Ashton Media Customer Experience Awards 2020. In this interview, Dr Anna Lorenzetto talks about Yarra Valley Water’s CX journey and the initiatives they took to understand their customer needs. Yarra Valley Water is the largest water utility in Melbourne. Providing water and sanitation …
PEXA is an online property settlement platform used by 150 financial institutions as well as more than 9,000 legal and conveyancing firms across Australia. Lisa Dowie, Chief Customer Officer for PEXA, explains how PEXA’s commitment to providing exceptional experiences for its members and employees has helped the organisation cope with the COVID-19 pandemic. A world …
Jo Kelly, Chief Customer Officer for Good2Give, explains how great employee experiences create great customer experiences. Good2Give is a digital platform that facilitates charitable giving between corporations and charities. Good2Give’s customers are segmented into three levels of corporate clients, donors, and charities. They help companies run their workplace giving programs, manage employee donations and provide …
In her role as Head of Customer Experience for FairVine Super, Rachel Hamlen believes it is vital to have a growth mindset and to always be prepared to learn something new. She says, “As soon as you stop learning you stop growing, you become a dinosaur. Rather than saying I can’t do that, I don’t …
Emma Cornwell, Chief Customer Officer for the myHomecare Group, is passionate about creating value and seamless communication channels for customers. Commencing her career in sales, in the automotive and publishing industries, Emma has worked for a number of organisations across a range of industries. She reflects, “Later I started a position at the NRMA, then …