Speakers at CX Design and Implementation 2015
Samantha Bartlett
General Manager Customer Experience
Australia Post
Samantha Bartlett holds the position of General Manager Customer Experience at Australia Post. Samantha has worked across a number of industries including the energy retailing sector, financial services and now postal logistics mainly in strategic marketing and sales roles.
Samantha can be described as a generalist having worked at a senior level across marketing, sales and customer care. Samantha’s background in strategy and her ability to apply commercial rigour whilst continuing to innovate has been successfully translated in both strategic and operational environments.
As General Manager of Customer Experience, Samantha is responsible for steering the enterprise toward a customer focused culture where the customer becomes front and centre of the Australia Post strategy. By designing solutions and experiences that customers need and are willing to pay for, is a key goal of the Solutions and Innovation program. It covers all touch points and all products to ensure the customer’s journey is seamless and creates value for both the customer and the organisation.
Samantha holds a Bachelor of Behavioural Science (BBSc), Graduate Diploma in Business (Grad Dip Bus) and Masters of Marketing (MM).
Rachna Gandhi
Executive Director, Service Delivery
Service NSW
Rachna manages all Service NSW Channels, Service Centres, Contact Centres, Digital Stores, Store-in-Stores and the Digital Channel. Rachna started her role of establishing and leading Service NSWChannels in December 2013.
Rachna is a recognised expert in Customer Strategy and Service Design. She has successfully led many transformation programs to embed a customer centric culture and improve service delivery and performance. Rachna firmly believes that to achieve sustainable long term success organisations must involve customers in the stages of the service delivery path, in the identification of customers’ needs, design of services, service delivery and performance evaluation.
She is passionate about building a strong service culture and providing excellent customer service to benefit the people of NSW.
Prior to her role at Service NSW, Rachna worked with the NSW Customer Service Commissioner on establishing the whole-of-government program, Customer Now, aimed at building a service culture that is responsive to customer needs.
Prior to joining the public sector, Rachna has had an extensive career in banking and wealth management. She has held senior leadership roles at Westpac and AMP, in these roles she led the way for major customer-focused change and innovation. Rachna holds a PhD in Consumer Behaviour as well as post graduate qualifications in Customer-Led Strategic Change from Stanford University, USA.
Roger Gibson
Partner
Infosys Consulting
Roger Gibson is a Partner with Infosys Lodestone, the business transformation and consulting unit. He is responsible for the firm's Communications, Media and Entertainment clients in ANZ. Roger has more than 20 years’ experience helping executives and organisations create new ways of working and deliver remarkable change for customers and people. His primary focus is helping drive innovation in customer experience and operational performance. With a background in finance, strategy and applied psychology, Roger is able to weave business outcomes and cultural renewal in the way organisations imagine and implement their strategy.
Scott Gunther
National Manager, Customer & Partner Experience
IAG (CGU)
Scott is National Manager of Customer & Partner Experience for IAG Commercial Insurance. His team is responsible for research and customer insights, developing new sales propositions, delivering market-leading sales and marketing technology and driving Commercial Insurance’s innovation program.
Scott has been in the insurance industry for over six years, delivering market-leading eBusiness, digital, online and social solutions for IAG Commercial Insurance, its intermediary partners and its end customers. He is a regular keynote speaker at industry conferences and conventions across the insurance, technology and marketing sectors.
Sean Hall
Head of Customer and Employee Experience
Livehire
and Former General Manager 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.
Philip Harris
Founder and Director
Nuro
and Honorary Fellow, University of Melbourne
Dr Phil Harris is an Honorary Fellow of the Faculty of Business and Economics at the University of Melbourne.
A pioneer in the use of neuroscientific insights to inform marketing research and practise, Phil has employed neuroscientific techniques to explore consumer behaviour for the past 15 years. His commercial neuromarketing research enables organisations to better understand customer interactions with their brands and products through neuroscientific and psychological insights. Phil has conducted neuromarketing research projects and provided consulting services in Australia, the US and UK for some of the world’s largest brands, including General Motors and Nestlé as well as large Australian Financial, FMCG, Advertising and Media, and Government organisations.
Phil is a regular speaker at academic conferences and invited keynote speaker at Industry events. His research in neuromarketing and the cognitive neurosciences has been published in leading academic journals including the Journal of Advertising Research, Annals of the New York Academy of Sciences, International Journal of Psychophysiology, the Australian Journal of Psychology and PLoS One and has been featured on Australian TV (ABC Catalyst; Channel 7 Morning Show) and Radio programs (ABC Radio National and ABC 774).
Katrina Harrison
National Manager - Customer Focus Design
NBNCo
Katrina Harrison leads the Customer Focused Design practice at NBN Co, the organisation tasked with connecting every home and business in Australia to the National Broadband Network. As the lead customer advocate for the product team, she works with telecommunications providers and their customers to understand end-to-end experiences, and translate customer needs into insights and product solutions.
Katrina has worked across a broad range of industries and roles, including marketing, product management, business development and system innovation before discovering design thinking and building a passion for customer centered design.
Jamie Hollamby
General Manager Business Services
SA Water
Jamie joined SA Water in September 2013 as the General Manager, Business Services and leads the finance, IT, procurement, facilities and regulation teams. He previously held senior financial and general management roles in BAE Systems including the Head of Finance, Maritime and General Manager of the Henderson shipyard. He is a Chartered Accountant with broad experience in finance, governance, project management and risk management. His previous employers include Santos, KPMG and the Australian Taxation Office. Jamie has work experience in the USA and the UK.
Amanda Hutton
Vice President, Customer Experience and Delivery
Optus
Amanda Hutton is the VP of Customer Experience and Delivery at Optus, and is responsible for developing and executing Optus’ customer experience strategy. This involves designing the Customer Experience vision through implementing programs that deliver a brilliant experience for Optus customers, reshaping Optus as a customer centric brand, and measuring and acting on customers’ feedback. Amanda is also responsible for cross-business program delivery and change management at Optus, ensuring that business programs and initiatives are executed to the highest standards to meet customer, staff and business needs.
Amanda joined Optus in October 2012, bringing over 12 years of telecommunications experience, which includes her previous position as General Manager, Internet and Services at Vodafone Hutchison Australia in addition to various Product, Content and Legal roles at Hutchison Telecoms. She commenced her career as Corporate Counsel within the legal and telecommunications sectors and holds Bachelor of Law and Commerce degrees from the University of New South Wales.
Munib Karavdic
Director, Design and Innovation
AMP
Dr Munib Karavdic is the Director of Design & Innovation at AMP Financial Services, Australia’s leading retirement savings, life insurance and financial advice corporation. He has been championing an innovation program at AMP that is underpinned by human centred design as a key engine for organic growth. Apart from building human centred design capabilities to transform AMP, his team is a key driver of building and introducing a portfolio of minimum viable offers (MVOs) based on customer insights. He is also a founder of the Innovation centre and MVOs incubator which introduce a new way of working and delivering offers to the market. Prior to AMP he worked as a growth strategy consultant in several Australian and overseas companies.
Munib is also a Conjoint Professor in Creativity and Innovation at UNSW Business School. There he teaches innovation in the Master of Marketing and MBA programs. He published one of the first books in e-commerce area as well as several articles in reputable academic journals. Munib holds a PhD in Marketing focusing on innovation in e-commerce.
Christian Lafrance
CX Director
M&C Saatchi
I lead customer driven innovation and customer experience at Tricky Jigsaw, M&C Saatchi’s product & service innovation arm. I bring to projects and talks insights from 15 years across most parts of the product lifecycle with a focus on customer strategy and innovation across digital, media, banking, insurance, retail and consumer electronics. Prior to M&C Saatchi, I held senior customer experience roles at the Australian Broadcasting Corporation, at digital & service design consultancies and launched several product innovations.
I’m passionate about how design thinking brings better business outcomes and founded the Sydney Jobs-To-Be-Done meetup to evangelise effective customer centricity
Chris Lejmanoski
Vice Chairman
Customer Service Council
Chris has over 22 years’ experience in customer service and management gained across hospitality, entertainment, retail, health and community. This has included over 12 of those years in contact centres and their management from a Customer Service Representative, Customer Service Supervisor, Team Leader and Manager. Chris began his customer service operations experience in (at the time) the largest Taxi Company (24x7x365) in the country per capita with over 3,500 drivers and a large contact / dispatch centre, he then moved into the finance sector holding national roles. In his current role Chris is the Principal of CSEG providing customer and contact solutions to commercial business. His most recent direct Customer Service Management role was as the Manager Customer Service Operations for a the Bethanie Group – a large Residential and Community Aged Care provider for 2 years and recently left in 2015, and Telecommunications and Client Services Manager for SKG Radiology for 3.5 years to drive the challenges of the Customer Service Council forward and to deliver on our mission of "Raising the standards of customer service excellence". Every Customer Service or Contact Centre Chris has worked in or managed has been independently awarded and recognised.
As the Chairman Chris participates in industry events as a speaker and awards judge across the country and globe, he is a decorated leader and recent awards have included 2013 - National Customer Service Excellence Award for Outstanding Contribution to the Customer Service Industry - presented by the Rt Honourable Lord Mayor Lisa Scaffidi in Australia, and 2012 - Master Industry Champion in the world, awarded by the President Mr Raj Wadhwani Global Contact Center World Awards (USA - Nevada Las Vegas).
Chris has a decade of experience participating on boards of management, including an active Committee member of the Australian Teleservices Association (ATA-WA), Chapter Chairman for the Customer Contact Management Association WA (CCMA-WA) and Director / Chairman Customer Service Council - National and International. Chris is a Customer Service Leader committed to customer service excellence and has been an active member of the Council since 2005, holding board positions including Director, Vice Chairman and our longest serving elected Chairman.
Kristi Mansfield
Managing Director
Fifth Quadrant
Kristi Mansfield is the managing director of Fifth Quadrant. Formerly the Asia Pacific Vice President of Marketing for Nuance Communications, Kristi brings extensive market expertise in customer experience consulting, channel and sales development, and analyst services.
Prior to joining Fifth Quadrant, Kristi through the investment firm she founded called Greenstone Group, raised capital for start up businesses in the emerging high tech, food production and innovation industries. She is also involved in community social change initiatives, having brokered more than $25 million to projects around the world primarily to benefit women and girls. Kristi is on the board of The Stella Prize. She has a Masters in Social Investment and is a published author.
Thomas McCann
Senior Analyst, Customer Experience
Forrester Research
Tom is a senior analyst serving Customer Experience Professionals. He has over 25 years' experience in the research, analysis, and design of digital and physical world experiences across a broad range of industries and environments within Australia and the US. His research interest lies in the evaluation and design of cross-channel, cross-platform experiences, as well as on the role of employee engagement in driving and evolving the customer experience.
Before joining Forrester, Tom spent 13 years in various customer experience roles with Staples, researching and defining the customer experience for retail and online B2B and B2C customers. He also established a research team tasked with evaluating the impact of product and packaging design on the customer's purchase experience and overall satisfaction with product usage. Previously, he provided consulting services to Australian businesses and government departments defining their customer and employee experiences across a variety of product and service delivery models, including interaction with online support systems, telephone-based systems, and customer-facing counter and support staff.
Tom holds a master's degree in psychology from the University of Sydney and a bachelor's degree in psychology from the Australian National University.
Janet McColl-Kennedy
Professor of Marketing
University of Queensland
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.
Bill McMurray
Managing Director APAC
Qualtrics
Bill McMurray is a seasoned international executive who has over 25 years experience it the Information, Communication and Technology (ICT) industry. He has performed in Senior Executive Management roles across Europe, Asia Pacific / Japan and the USA, with full revenue and P&L responsibilities. Bill is currently responsible for leading the rapidly growing Qualtrics business across the Asia Pacific & Japan region.
Yvette Mihelic
Program Director Customer Channel Transformation and Delivery
Transport for NSW
Yvette has built a career centred on improving customer experience, service and sales across private and public sectors.
Most recently, she is leading the Customer Channel Transformation Program for Transport for NSW which is focussed on developing a strategy for improving customer experience and uplifting outcomes for Public Transport and Roads customers of NSW.
Previously she was General Manager, Customer Experience for Sydney Trains where she was responsible for Revenue Protection for all Public Transport modes for NSW, as well as delivering Opal to Sydney Trains and NSW Trains.
Prior to joining the NSW Government, Yvette has led many teams within Retail Banking and Premium Banking across Westpac, St George and NAB and has worked on many programs of work aimed at uplifting customer experience and sales.
She is passionate about using innovation in design and leadership to generate real step change for all business outcomes with a focus on customer experience.
Yvette is married to Paul and has two children, Emily and Nathan. She lives on the Northern Beaches of Sydney and enjoys cooking and vintage Volkswagons.
Dori Miller
Business Design Manager, The Design Practice
Telstra
Dori Miller is the Business Design Manager in Telstra’s Design Practice, a team of talented individuals who are passionate about elevating the quality of design and customer experience. She has 15 years experience in design and design research. In her current position she is exploring how design thinking can make a difference in large organizations by re-imagining the way we innovate and solve complex problems in collaboration with customers and staff.
Before coming to Australia, Dori worked in the US for companies like IBM and Microsoft doing customer research and designing software and applications.
Dori has a passion for problem solving and loves big challenges. Being an avid swimmer she has crossed the English Channel 5 times and recently became the 27th person to complete a two-way English Channel swim. She is looking for the next big challenge!
Nic Moore
Director Digital
Service NSW
Nic Moore is the Director of Digital at Service NSW. In this role, Nic is leads the development, implementation and management of the Service NSW Digital Channel to ensure it is a highly-scalable, cost-efficient operational framework that will support and grow to cover an anticipated 70% of all transactions across the NSW Government.
Nic is also accountable for the Service NSW Digital channel strategy including developing and implementing new products and services to ensure the Digital Channel accelerates the growth of revenue streams and becomes the primary way for customers to transact with the NSW Government.
Prior to this Nic was a member of the Telstra Executive Team where he was accountable for technology and solution delivery of Telstra’s Online (Digital Channel) Program which involved the redevelopment of all Telstra's online products and services. He was also accountable for the design, development, delivery and lifecycle management of Telstra’s Service Delivery Framework and BigPond network, products and services. This portfolio generated annual revenue of over $2B.
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.
Daniel Nelson
Head of Enterprise Development
PayPal Braintree
Business in Australia. Throughout his career Daniel has helped some of Australia’s most recognised brands advance their approach to commerce in an increasingly innovative market.
Braintree is disrupting the global payments industry by delivering sophisticated payments technology that enable next generation commerce experiences. The Braintree platform is powering frictionless mobile first experiences at companies such as: Uber, Dropbox, Airbnb, Eventbrite and Hotels Tonight.
From a foundation of an Engineering Computer Science degree, Daniel got his start as a Software Engineer then was quickly drawn towards commerce and the convergence of technology and user experience. Daniel’s role at Braintree is to partner with industry leaders to enable next generation customer experiences though payments leadership & innovation.
Anouche Newman
Chief Executive Officer
Customer Service Institute of Australia
As the CEO of the Customer Service Institute of Australia (CSIA) Anouche Newman is passionate about advancing a human based approach to delivering quality customer service experiences across all areas of business. Anouche has championed the need for industry wide education in the areas of customer experience and the delivery of quality customer experiences across all area business engagement. Her belief that customer service is at the heart of a business’s ongoing success is supported by a depth of experience as an inspirational educator, business adviser and industry advocate in all areas of customer service.
Lynette Nixon
Industry Fellow - Innovation and Design Thinking
University of Technology, Sydney
Director of Markets, Innovation & Deals
PwC
Lynette Nixon is the Director of Markets and Innovation for Deals at PwC, a foremost accounting company that focuses on audit and assurance, tax and consulting services, and also concentrates on 16 key industries, and provides targeted services that include—but are not limited to—human resources, deals, forensics, and consulting services. In her executive leadership role, Ms. Nixon works with the business to change the way it thinks, and interacts with clients and with the rest of the firm. She enables the business to adapt to a new normal in the market both in terms of the volume and pace of deals and the skills that clients need from their deals consultant, as well. With a wealth of knowledge and experience in the areas of design thinking, customer service, and innovation, Ms. Nixon strives for excellence in her every endeavor to support the initiatives of the company.
David Pisker
Head of Customer Experience
Officeworks
David Pisker, Head of Customer Experience & eCommerce at Officeworks. David has almost 20 years experience delivering customer-focussed solutions across a variety of industries including Retail, Automotive, Tourism, Real estate, FMCG, and Wagering. After cutting his teeth at McKinsey & Company, David worked agency side running Tribal DDB, NetX, and IE as well as holding various senior management roles both locally and overseas.
Ben Popplestone
Senior Business Consultant
Salmat
Ben has over 15 years experience in eCommerce across the UK and Australia, consulting with international retailers on digital strategy through to omni-channel operations. Salmat’s integrated digital services, contact operations and media distribution deliver a more compelling customer experience.
Lisa Railey
UX Design Manager
Scentre Group
Lisa is an experience designer who is passionate about making the complex simple ; balancing the goals of the business with designing experiences that make people’s lives better. She has worked with a range of clients including telecommunications, finance, government and retail. Lisa currently leads the UX team at Scentre Group (Westfield) where she is working on encouraging design thinking throughout the business and assisting Westfield to enhance the user experience across it’s omni-channel interactions with Australian shoppers.
Paul Scurrah
Chief Executive Officer
DP World Australia
Paul is a distinguished leader, whose expertise and vision galvanises DP World Australia.
He has a keen understanding of the human element of performance management and works hard to make sure that his team is collaborative, cohesive and motivated. Paul has championed cultural change at DP World Australia and has helped set our company on a path towards market leadership.
Since taking the helm in 2013, Paul has successfully introduced significant cultural and workforce changes. He has also instituted an ongoing program of structural change, prioritising initiatives with a strong customer focus.
Paul brings to the role a fresh approach to business leadership and a record of success in a number of senior executive roles in the transport sector.
Beverly Smith
Chief Customer Officer
Feros Care
Beverly is the newly appointed Chief Customer Officer of Feros Care, a progressive, award winning non-profit that has been delivering innovative aged and community care services since 1990. The Feros Care mission is to assist older people to live life their way by promoting their personal and lifestyle aspirations and assisting with care needs.
Beverly gained expertise in developing consumer-led solutions for competitive advantage in the FMCG and financial services sectors. The application of this experience within health and ageing since 2009 has established Beverly as a leading innovator in an increasingly consumer driven industry, recognised through a national 2015 Good Design Award in the Business Model category, and a finalist in the 2015 Executive of the Year – Innovation and Design category by The CEO Magazine.
In her recent role as Chief Customer Officer of RSL Care, Beverly led corporate strategy and development, innovation and design, product and segment development, customer and brand marketing, stakeholder relations and corporate communications. RSL Care developed a strong consumer-centric culture and capability based on deep behavioural evidence and segmentation of the health needs and aspirations of customers and their families across the eastern seaboard. These customer insights formed the basis of the five year growth strategy to double revenue, with a roadmap to transform the operating model to deliver innovative health promotion and care services under a contemporary corporate structure and brand architecture.
The purpose of this new business model was to diversify capability outside of the traditional government funded aged and community care service delivery paradigm. The engine room was 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. The results included the establishment of industry-first strategic partnerships, significantly higher utilisation of proactive health interventions instead of emergency rooms and hospitalisation, and most importantly, a customer experience and range of services co-designed with target customers to motivate them to achieve their goals on how they want to live the second half of their lives productively and with purpose.
Kendra Strudwick
Lead Facilitator & Coach
NeuroLeadership Institute
Kendra has over ten years of corporate facilitation and executive coaching experience under her belt including for CEO and senior level management for organisations such as; IAG, Family & Community Services, Coca Cola, Kraft, AGL, Mars, Unilever, SAP, Chanel, Pepsico and Toll.
Kendra uses a solution focused, whole brain approach, integrating neuroscience theory when facilitating which allows her to get to the heart of matters quickly, maximising participant insights and engagement.
Jeremy Swartz
Vice President Asia Pacific and Middle East Africa
Thunderhead
Jeremy Swartz, Vice President for Asia Pacific and Middle East Africa at Thunderhead, is a seasoned senior executive with 18 years experience in the enterprise software market. He has held leadership positions with Progress Software, TIBCO and IBM before moving into his current role in 2013. He has completed studies at the University of South Africa, Harvard, and London Business School and has a track record of outstanding leadership in regional and global roles.
Kate Symons
Head of Customer Centric Innovation & Business Design
Bupa
I grow my fulfillment in life through the continued offering of help and service to others in the pursuit of making a tangible difference to the health of communities around the world. I’m a unique blend of real world experience and theory, entrepreneurial zeal and boardroom polish. I’m at my best in a setting that is seeking rapid growth, both culturally and operationally, with the outcome of sustainable performance. With a creative leadership style, I believe the impossible can be achieved by people with the right mindsets using Human Centred Design and Agile approaches.
Rene van der Loos
General Manager Living Well Navigator and Emerging Businesses
NRMA
From Oct 2010 to June 2011, in a fit for purpose environment, Rene led the Transformation 2020 (T2020) team of 14 on a unique journey that seldom undertaken by any organisation and which required a leap of faith by its Board and leadership team. The team focused on identifying and understanding in detail the megatrends shaping our world, to identify key insights and opportunities for NRMA.
Since then she has led teams to take to market the concepts developed by the T2020 team. Emergency Home Assist was launched Feb 6, 2014 and Living Well Navigator was launched August 2014. She has been nominated by her peers for the Excellence in Innovation Award at NRMA.
Prior to NRMA, Rene has worked at Qantas and has also had 10 years in banking, during that time she developed and launched Commonwealth Bank’s Loyalty Program and also launched New World banking in the UK for Commonwealth Bank.
She is on the Board of Directors for Gateway Credit Union and has served as a Board Director for 6 years for the Sydney Ports Corporation.
Dave Wild
Futurist, Better by Design Programme
New Zealand Trade and Enterprise
Dave is a futurist and innovation coach who believes that the best way to predict the future is to invent it; to design your own future, instead of letting others dictate it for you.
With this in mind Dave has been at the forefront of significant market shifts, from design lead on Air New Zealand’s ecommerce transformation, to digital innovation with Vodafone to accelerate the market shift to mobile.
Dave’s experience covers a broad range of expertise including strategy, leadership development, brand building, digital transformation and innovation. He has extensive experience working with CEOs and senior leadership teams to accelerate their progress through design-led thinking. Having spent more than 15 years working as a strategist for business, design, marketing and innovation consultancies, Dave has led workshops in New Zealand, Australia and the United States.
Speaking and sponsorship opportunities are still available!
Present your company, showcase your leadership and demonstrate how you can help customer experience leaders from a broad cross section of industries transform their organisations in to a customer centric enterprise. Use this unique forum to demonstrate your value to the biggest players in the public sector. Speakers will assert themselves as leading suppliers and solution providers who have the tools to deliver better customer acquisition, increased loyalty and profitability.
Other ways to engage:
NETWORK
By having a prominent presence at the event you and your team will be able to meet with senior procurement managers during the two day conference, networking lunches, coffee breaks, networking drinks reception and official event dinner.
EXHIBIT
Having a stand at the event will enhance your brand. This can be used to set up meetings and guarantee that fellow attendees will know where to find your company representatives to make onsite enquiries at the event.
BRAND
Make an impact and elevate your presence at the event by being branded as one of the CX Design and Implementation event partners or session sponsors. You will receive extensive branding prior to and during the event and be remembered as a thought leader and premier solution provider in the industry.
HOST AN IN-DEPTH LEARNING SESSION
Prior to the main conference there will be the option to host one of two pre-conference in-depth learning sessions. This is your chance to assign your own session leader and present content that showcases your expertise and solutions to a targeted, intimate audience.