Telstra’s top marketer Jeremy Smart has moved on to run the telco’s digital sales and service operations, handing the CMO baton last month to former IAG marketing boss Brent Smart. Both are still working side by side at Telstra. The remits of digital, CX, ecom and marketing are increasingly intertwined - Nicholas now has responsibility for the 80 per cent of Telstra’s customer sales and service engagements which start online. Nicholas says he was partly lured to the role because brands are “defined increasingly by their customer experience and increasingly that’s a digital experience.” On the flipside, Brent Smart in 2019 was one of the few marketers who publicly called out the tech platforms which power blue chip customer experience deployments by saying marketing technology, or martech, was quickly turning vanilla. His position is softening. Here’s the full lowdown from two execs with among the biggest marketing and digital CX remits in the country.
See omnystudio.com/listener for privacy information.
See omnystudio.com/listener for privacy information.
View all episodes
By Mi3 & iHeart Podcasts AustraliaTelstra’s top marketer Jeremy Smart has moved on to run the telco’s digital sales and service operations, handing the CMO baton last month to former IAG marketing boss Brent Smart. Both are still working side by side at Telstra. The remits of digital, CX, ecom and marketing are increasingly intertwined - Nicholas now has responsibility for the 80 per cent of Telstra’s customer sales and service engagements which start online. Nicholas says he was partly lured to the role because brands are “defined increasingly by their customer experience and increasingly that’s a digital experience.” On the flipside, Brent Smart in 2019 was one of the few marketers who publicly called out the tech platforms which power blue chip customer experience deployments by saying marketing technology, or martech, was quickly turning vanilla. His position is softening. Here’s the full lowdown from two execs with among the biggest marketing and digital CX remits in the country.
See omnystudio.com/listener for privacy information.
See omnystudio.com/listener for privacy information.
1 Listeners
369 Listeners
2 Listeners
595 Listeners
748 Listeners
183 Listeners
340 Listeners
36 Listeners
19 Listeners
47 Listeners
129 Listeners
3 Listeners
170 Listeners
442 Listeners
143 Listeners
36 Listeners
0 Listeners
42 Listeners
20 Listeners
10 Listeners
0 Listeners
302 Listeners
0 Listeners
0 Listeners
3 Listeners
0 Listeners
18 Listeners
0 Listeners
99 Listeners
19 Listeners
0 Listeners
0 Listeners
656 Listeners
6 Listeners
6 Listeners