Official Event Advisory Panel
Quest Events would like to take this opportunity to sincerely thank the panel members below who are contributing their valuable time and expertise to ensure the conference agenda is timely and relevant for all customer and user experience professionals in Australia.
Beverly Smith
Chief Customer Officer
Feros Care
Beverly Smith is the newly appointed Chief Customer Officer at Feros Care.
Beverly Smith gained expertise in developing consumer-led solutions for competitive advantage in the FMCG and financial services sectors. In her previous role at RSL Care she led corporate strategy and development, innovation and design, product and segment development, customer and brand marketing, stakeholder relations and corporate communications.
Under Beverly’s direction since 2009, RSL Care developed a strong consumer-centric culture and capability based on deep behavioural research and segmentation of the health needs and aspirations of customers and their families. These customer insights formed the basis of the five year growth strategy, transforming RSL Care to deliver innovative health promotion and care services under a contemporary brand architecture. The engine room is an incubator hub of highly capable staff whom Beverly had mentored and developed to be thought leaders and change catalysts for the health and ageing industry.
Beverly provides energy and insight in high-intensity working environments, with a demonstrated entrepreneurial mindset which has looked beyond the existing health and ageing constraints to envision something quite disruptive – customer-led growth through innovation.
Janet McColl-Kennedy
Professor of Marketing
University of Queensland
Visiting Professor
University of Cambridge, UK
Janet R. McColl-Kennedy is Professor of Marketing at the UQ Business School, The University of Queensland, Brisbane, Australia. She was appointed full Professor in 2002. She is a Visiting Professor at the University of Cambridge, UK ongoing.
Professor McColl-Kennedy has held several senior leadership positions in the School, including Marketing Head/Cluster Leader for 7 years from to 1999 to 2005, and Research Director of the UQ Business School from January 2006 to June 2008 and April 2009 to January 2010.
Professor Janet McColl-Kennedy has made a significant research contribution to the discipline of Marketing, specifically in her research area of "Services". Professor McColl-Kennedy is one of the leading marketing academics in Australia, and internationally recognised as a leading researcher in Service Science. Her research interests focus on customer experience management and include service recovery, customer complaining behaviour, customer rage and customer value co-creation. She has particular expertise in health care and the professions.
Janet leads several international research teams, obtaining over $1.5 million in competitive research grants including six prestigious Australian Research Council (ARC) grants. She has a H index of 28 (Google scholar).
Professor McColl-Kennedy has held Visiting Professorships at Indiana University, USA, Bocconi University Milan, Italy, the University of New South Wales, Sydney and most recently at the University of Cambridge, UK.
Professor McColl-Kennedy's work consistently appears in prestigious journals in her field such as the Journal of Retailing, Journal of the Academy of Marketing Science, Leadership Quarterly, Journal of Service Research, California Management Review, Journal of Service Management, Journal of Business Research, Psychology and Marketing, Journal of Marketing Management and Industrial Marketing Management.
In recognition of her international research reputation she is an inaugural member of the Advisory Board of the Cambridge Service Alliance, University of Cambridge, UK, a global alliance between leading businesses and universities. Founded by Cambridge University, in alliance with BAE Systems, IBM, Caterpillar, GEA, Pearson and Zoetis, the Alliance was formed in 2010 and is designed to bring together some of the world's best firms and researchers devoted to delivering today the insights, education and approaches needed for the Complex Service Solutions of tomorrow.
Jodie Moule
Director
Symplicit
Jodie Moule is co-founder & director of Symplicit, an experience design consultancy based in Australia that focuses on research, strategy and design services. Her background as a psychologist means understanding human behavior is a core philosophy, and she has a passion for helping clients to see their brands through the eyes of their customers. She is also interested in how to combine this understanding of human behavior with good design thinking, to influence the way businesses approach the design of their products, systems and processes.
Sean Hall
General Manager of Employee Experience
Telstra
Sean Hall is an awarded innovator, leader and strategist. With a diverse background that includes health and fitness, management, advertising and education he has been with Telstra for 7 years. Notably as General Manager of Brand Strategy, Marketing and Channels, Sean was responsible for many of Telstra’s largest and most successful change programs including the transformation of the Telstra brand, the introduction of the Net Promoter System, the launch of the Telstra Thanks loyalty program, and the introduction of Telstra’s purpose and values.
Sean has been a key contributor to the repositioning of the brand and marketing function at Telstra as a strategic enabler of the corporate strategy. His commercial achievements include moving brand consideration from 48-63%, a staggering $3.5B increase in the Telstra brand value in the past 3 years and a significant contribution to increases in shareholder value with the share price reaching 14 year highs.
Sean’s passion is for work that is unique, good for business and has a positive social impact. As well as multiple successful high profile campaigns, highlights include working with explorer/director James Cameron, partnering with the City of Sydney to make NYE more connected than ever before and the development of two award winning Google Glass apps for the visually and hearing impaired. He is a mentor with Youth Off The Streets and studying to be a trainer with Code Club . Sean expertise and through leadership has led to invitations to present for Mumbrella and the Australian Marketing Institute as well as to brands such as Westpac, BankWest, Elantis and GrainCorp.
Currently supporting the CHRO as General Manager of Employee Experience, Sean is leading the design of the 2020 people strategy to create the organisational and cultural conditions on which to meet the future needs of Telstra’s people, customers and shareholders.
Tina Paterson
Head of Business Transformation Delivery
Bupa
Tina has worked across 9 industries and 12 countries in a variety of roles in Operations, Finance, HR and Process Improvement. She has led departments of up to 300 people and has a passion for transforming processes for the benefit of customers, employees and the bottom line. She is a certified Lean and Six Sigma Master Black Belt from GE and holds a Master of Commerce from The University of Melbourne.
Tina’s current role involves transforming Bupa’s Health Insurance experience for their customers by focusing on establishing and embedding customer-centric and fit for purpose end to end business process management and governance solutions.