How to drive a customer centric culture – Dr Chris L Brown

Building customer centric culture is smart, but it’s hard to do. It’s smart because it’s more efficient for the business and better for customers. Win + Win. The problem is, many large organisations are still structured around key product areas and work in siloed ways. So, trying to transition to…

Scammers are using AI in scary new ways – Tracy Hall – Author & Scam Expert

Last year Australian’s were scammed out of $2.74 billion dollars, that’s an insane amount of money. The scary thing is that scammers are innovating at a speed that’s authorities are finding impossible to keep up with. And they are now using AI in scary new ways like using AI to fake the voices of …

What corporates need to learn from start-ups – Vijay Solanki – Launch CMO at Shazam & Ex-Unilever

Innovating inside corporates is harder than it should be… New ideas often get bogged down in politics and red tape. So, when it comes to innovating and getting new ideas to market, there is a lot corporates can learn from start-ups. My guest in the next episode of the Customer Smarts Podcast Vij…

How to drive customer centricity at scale – Khachig Kabakjian – ex CommBank

Becoming customer centric is smart, but it’s hard to do… It’s smart because it’s more efficient for the business and better for customers. Win + Win. The problem is, it’s a massive shift for large organisations, many have been structured around key product areas and work in siloed ways. So, tryin…

AI that’s blowing the minds of CX Leaders – Bruce Temkin, Brad Anderson

The speed at which AI is changing the customer experience space is mind blowing… Qualtrics invited me to record an episode of the Customer Smarts Podcast at their X4 Summit in Sydney last week. Every guest I interviewed was genuinely blown away and excited by the amazing new Gen AI driven capabili…

The Power of Creativity - CEO of AFR’s Most Innovative Company 2023 - Lee Simpson

Will AI make us less or more creative? AI and automation have stolen the spotlight in the last couple of years, so I wanted to explore the impact it’s having on the creative industry and what it means for the future. To help explore that question and dive into what drives great creativity I had L…

Has your transformation been superficial? – Simon Belousoff ex Bupa & IAG

Many transformations have been superficial… In the last 30 years there’s been transformation after transformation, digital, data,  customer centric and now AI. The problem I’ve seen is that many organisations have added new technology and capability, but haven’t necessarily transformed how they o…

Innovating Coffee – Nicholas Lee ex Philips & Saeco

Many of us can’t live without coffee… There’s nothing better than sitting in your local cozy coffee shop with a perfectly made coffee from your barista who knows exactly how you like it made. It’s a highly personalised experience. The thing is…. when you try and brew your own at home it home it n…

How to predict customer needs – Pete Avery ex Verizon, O2, Suncorp

Imagine if you knew what customers wanted next? Marketing would be a whole lot easier right?… Well, every time a customer interacts with you, they are telling you something. Often giving you clues about what they want next. However, many organisations are not taking advantage of this opportunity.…

Smarter ways to drive customer growth - with Gareth Begent ex Adobe and Foxtel

Over the past 30 years driving growth has become far more complex. There is now a myriad of digital channels across a mix of paid, owned and earned media assets you can leverage to engage customers. However, many organisations are still taking an old school approach, over focussing on acquisition a…