Posts by Adam Novak

Adam has been with nib for over 5 years and is currently the Head of Customer Experience where he is responsible for ensuring that nib ‘put the customer at the heart of everything they do to improve the customer experience and business performance’. This includes reducing failure demand through process improvement and developing tools to enable exceptional service for nib’s customers in key moments of truth. Previous to nib Adam worked in advertising in client servicing and strategic planning roles both in Australia and overseas with Ogilvy & Mather, Young & Rubicam and Belgiovane Williams McKay.

Leveraging positive feedback to improve the customer journey

Focus on the positive when it comes to your customer feedback, says nib’s Adam Novak. The results have the power to impact your entire business and the customer journey.

Read More

Customer Experience & Culture Series Part One: Changing behaviour and getting results in your organisation

For the month of June we’ll focusing on Customer Experience and Culture and it’s impact on your organisational bottom line. Read part one.

Read More