In this episode of CMO Chapters, Lucy Bolan is joined by James McIntyre, a Marketing and Customer Experience (CX) consultant specialising. James helps brands grow their business by improving their Customer Experience and has worked with leading companies in the loyalty, membership, and rewards space, including Wesfarmers OneDigital, Cashrewards (ANZ Bank), Flybuys, Medibank, and Realestate.com.au.

He is passionate about understanding humans, technology, and leading great work and teams to solve problems that help businesses acquire, retain, and delight members.

James shares his journey from strategic roles to becoming a CX expert, discussing how starting his own business shaped his approach to customer engagement. He reflects on leadership, soft skills, and the power of aligning teams around customer goals. Additionally, James offers insights into balancing AI's role in CX while maintaining a human touch. If you’re looking to advance your career in CX or marketing, this episode is packed with actionable insights.

Key Takeaways:

• CX and Technology: James highlights the importance of using data and technology to quickly respond to customer signals in real-time, enhancing customer journeys and experiences.
• Leadership Journey: He shares his path into leadership, emphasising the value of lifelong learning, feedback, and persistence when pursuing leadership roles.
• Soft Skills Matter: Beyond technical abilities, empathy, communication, and collaboration are crucial for driving CX and engaging teams across various departments.
• AI and Human Touch: While AI plays a significant role in automating CX processes, James stresses the need for human empathy in deciding when and how to implement AI for optimal results.

What's James Listening to and Reading:

Podcast:

• 15 Minutes with the Boss – A podcast about success, failure, and everything in between. Listen here
• Black T Shirts – Hosted by Brent Smart (Telstra CMO) and Adam Ferrier (Thinkerbell), celebrating creativity in marketing. Listen here

Reading:

• CXnetwork.com newsletter for global insights on customer experience.
• The Obstacle is the Way: The Timeless Art of Turning Trials into Triumph by Ryan Holiday.
• Chief Customer Officer 2.0 by Jeanne Bliss.

Recommended Resources:

• Diary of a CEO podcast by Steven Bartlett – A podcast James recommends for leadership insights and personal development.
• CXPA (Customer Experience Professionals Association) – A global organisation that provides certifications and resources for CX professionals.

Connect with James McIntyre:

LinkedIn: James McIntyre

Follow the Podcast via New Chapter Talent:

Instagram: @NewChapterTalent

LinkedIn: New Chapter Talent

This podcast is brought to you by New Chapter Talent recruitment. If you're hunting for a fulfilling new role or seeking the right talent for your company, contact Lucy Bolan today!

Website:

In this episode of CMO Chapters, Lucy Bolan sits down with Oonagh Flanagan, Chief Marketing Officer at FunLab—the parent company of brands like Holy Moly, Strike Bowling, and Hijinx Hotel. With over 23 years of marketing experience across diverse industries, including consumer finance, online casino, and prop tech, Oonagh shares her journey from Ireland to Australia, navigating career pivots, and how being commercially-minded has been crucial to her success.

Oonagh discusses the importance of building core marketing fundamentals, making courageous career moves, and the privilege of leading and mentoring a team. Whether you're a new marketer or a seasoned professional, this episode is packed with wisdom on leadership, career growth, and the evolving role of the CMO.

Key Takeaways:

• Commerciality is Key: Oonagh emphasises the importance of mastering numbers and understanding the business’s financial side to gain credibility and drive impact as a marketer.
• Career Courage: Moving across industries and countries wasn’t easy, but Oonagh reflects on how those bold decisions helped shape her confidence and career trajectory.
• Leadership & Mentorship: The role of CMO is as much about developing the next generation of marketers as it is about strategy and execution. Oonagh shares how being a people leader is an intense privilege that should not be taken lightly.
• Stay Grounded in Fundamentals: While technology and tools like AI will continue to evolve, marketers should never lose sight of the basics—understanding the audience, setting a clear strategy, and using the right tactics to solve problems.

Recommended Resources:

• Mini MBA in Marketing by Mark Ritson – A program Oonagh highly recommends for its solid grounding in the fundamental principles of marketing.
• How Brands Grow by Byron Sharp – A must-read resource on brand strategy and distinctive assets that Oonagh and her team frequently revisit.

Connect with Oonagh Flanagan: LinkedIn: Oonagh Flanagan

Follow the Podcast via New Chapter Talent:

Instagram: @NewChapterTalent

LinkedIn: New Chapter Talent

This podcast is brought to you by New Chapter Talent recruitment. If you're hunting for a fulfilling new role or seeking the right talent for your company, contact Lucy Bolan today!

Website: https://www.newchaptertalent.com.au/contact-us

LinkedIn: https://www.linkedin.com/company/new-chapter-talent/

Email: lucy@newchaptertalent.com.au