Customers expect a seamless customer experience, but how does it get delivered across the customer lifecycle and what does it look like from one transaction to the next? Can we leverage customer experience to influence loyalty and drive repeat purchase?
In March we explore how marketers are leveraging digital customer experiences to drive up the lifetime value of their customers. Is it all about data and personalisation or are there other key factors to implement that bring customers sustained joy?
Our speakers will share:
Michael Barnard, General Manager at Customology
Michael will share his perspective on what customer experience and loyalty really are. He’ll take us through the customer journey from after the transaction to re-purchase and present his tips for keeping customers coming back, spending more and referring others. Plus, see lots of examples of how you can improve the customer’s experience each step of the way.
Christian Bowman, General Manager of CX & Engagement at Australia's Newest Betting App, Neds
Christian will discuss the relationship between customer experience and growth. Through examples, he'll explore the moments that our customers value between sales and how we as marketers can better understand the voice of the customer. Plus, how customer experience and growth interplay with brand loyalty.
Naina D'Souza, Group Digital Manager at Michael Hill
Naina has delivered digital solutions for a range of organisations in Australia and the UK and she has a passion for shaping the customer experience. Her career has included extensive experience in retail banking, as well as experience working in-house and for leading consultancies where she’s advised clients across a diverse range of industries including entertainment, public sector, B2B, and not for profit. Naina is currently leading the digital agenda at Michael Hill International.
Michael oversees a team of Customologists with combined talent across strategy, data science, and technology, who help brands understand and influence customer behaviours. Michael’s experience in human centred design is foundational in our principles of design thinking and starting with the customer, focusing on how brands engage, keep, and grow customers.
A graduate of Griffith University, Michael studied product design and business, starting his career at HP Enterprise Services in product management. Moving on to Aquent where he was a leading member of their UX design team. Michael then took up a new challenge in building the retail division and digital services capabilities for Colourwise, which was subsequently acquired by GJI. Michael has excelled in innovation and transformational roles at GJI, first developing their CX and Product Development capabilities before leading the Data and Technology Services, and is the founding GM of Customology.
GJI Group has now expanded into a house of brand model with Michael heading up Customology. Here he has applied his design thinking, experience in behavioral economics and data science, leading the team in helping brands understand their customers and develop programs to keep them coming back.
Michael is an experienced and articulate public speaker and commentator, not afraid to ask the hard questions, provoking insights, challenging viewpoints, and creating true thought leadership.
Naina has delivered digital solutions for a range of organisations in Australia and the UK, she has a passion for shaping the customer experience. Her career has included extensive experience in retail banking, as well as experience working in-house and for leading consultancies where she’s advised clients across a diverse range of industries including entertainment, public sector, B2B, and not for profit. Naina is currently leading the digital agenda at Michael Hill International.