Customer Experience News 137: CMO’s & CX, Anti-Customer Service & Kmart Fail

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, CX Strategy

CMO’s and the CX Remit (1min)
CMO has just launched their STATE OF THE CMO 2019 survey to gauge the state of Australia’s marketing leadership. Here are three things CMO discovered about Australia’s marketing leaders from the 2018 research results, with CX ownership topping the list.

Anti-Customer Service (2min)
From HBR, this preview of a three year study of customer service departments at over a dozen major US companies, explains the disconnect in many large organisations between claims of customer-centricity and reality.

In the News – Kmart’s Double Fail (1min)
Not our usual go-to for customer experience content but this news item from New Idea illustrates perfectly just how difficult it can be to deliver a customer-centric, ‘one company, one experience’ culture.