Simply Energy is an energy retailer with over 700,000 commercial and residential customers across Australia. Allison Dorogoj is Head of Customer Experience and Sales at Simply Energy. Mark Atterby, CXFocus Editor, Interviews Allison about the difference between what people say they will do and what they actually do. Mark Atterby (MA): Allison, can you please …
World Vision Australia is a humanitarian aid and development organisation that aims to elevate children and the communities they are part of out of poverty. People can donate to the organisation or sponsor a child. Elisa Iurato is the Chief of Community, Retail and Supporter Experience at World Vision Australia. Mark Atterby talks to Elisa …
Zappos.com is an American online shoe and clothing retailer owned by Amazon. Zappos employs over 1500 people and generates over $US 2 billion in revenue per annum. Alex Genov is Head of Marketing Insights and Customer Research at Zappos. In this interview with Mark Atterby, Editor of CXFocus, he explains the importance of understanding customers …
Rania Wannous, the Chief Customer Officer at the New South Wales Telco Authority, leads the customer experience, partnerships, communications and stakeholder engagement functions at the authority. As customer advocate, Rania ensures the Telco Authority’s services meet evolving customer and citizen connectivity needs. Mark Atterby interviews Rania about the importance of being authentic and inclusive in …
Mark Atterby interviews Tom Scantlebury, CEO and Founder of Sky Blue, about the importance of connecting with customers as humans and exceeding their expectations. Mark Atterby (MA): Can you please provide a background to your career and why you founded Blue Sky? Tom Scantlebury (TM): My background was actually originally in hotels. I was in hotel …
Mark Atterby interviews Rik Johnson, Head of Solutions at Curious Thing, about the importance of challenging assumptions when it comes to designing customer experiences and conversational AI. Mark Atterby (MA): Please explain your current position and provide a background to your career? Rik Johnson (RJ): I have the best job in the world! As Head …
In a career spanning 25 years, Jasmine Gray, Customer Success Team Manager APAC at cloud based telephony company Aircall, has applied her formula for customer success and experience to a wide variety of roles across multiple organisations. Mark Atterby talks to Jasmine Gray, about her career and what she has learnt about helping customers succeed. …
Being able to connect and work with other people is critical to successful customer experience and change management. Jane Tyzack, founding Director of Change Playbook, has built her long and successful career on her ability to collaborate and work with other people. Mark Atterby recently interviewed Jane about her approach to managing large-scale CX and …
Many CX leaders and executives have diverse backgrounds that encompass a variety of job roles across multiple industries. Such leaders have a deep understanding of how CX impacts or connects with all areas of the business. Mark Atterby, CXFocus Editor, speaks to one such CX leader, Jodie Fielding who is currently Chief Delivery Officer at …
Rod has a fifteen plus year career working for a variety of mid-tier and large global organisations, designing, and implementing customer experience (CX) strategies. Recently, he co-founded Humind – a new CX design and consultancy collective, aimed at helping organisations to discover, design, and deliver experiences with the human in mind. In this interview, Rod …