The CX Collective is an incredible congregation of the region’s CX leaders, collectively transforming customer experiences. Each month, we’ll be profiling one of our esteemed members to shine a light on some of the extraordinary leadership in the Collective.
MEMBER SPOTLIGHT: MARCH 2021
Q&A with
Luka Popovac
Head of Customer Experience
McDonald’s
“As customer experience leaders we should be agents of change within our organisations, so even if it’s scary, we should be walking into 2021 with a sense of optimism that this is the year when leaps forward can happen.”
Read the full Q&A with Luka here
MEMBER SPOTLIGHT: APRIL 2020
Q&A with
Mike Joyce
Strategy & Insights Manager,
HSBC
“The customer is not in a powerpoint presentation or a spreadsheet. If you
really want to understand the customer, you really need to be where they are.”
Read the full Q&A with Mike here
MEMBER SPOTLIGHT: MARCH 2020
Q&A with
Heather Crichton
General Manager, Member Success – Support Services,
PEXA
“Empathy and compassion are so important, and when you’re recruiting people for your business, you need to make sure they display those qualities because your customers will really feel that”
Read the full Q&A with Heather here
MEMBER SPOTLIGHT: FEBRUARY 2020
Q&A with
Serge Petrichenko
Customer Strategy Manager,
SEEK
“…as CX professionals, we need to spend as much time as possible with front-line team members because they have direct contact and relationships with customers, and I find valuable insights every time I spend time with them. When you’re getting too bogged down with the challenges or the processes internally, I find spending a little time listening to the calls or even spending time observing customers takes you back to what’s important.”
Read the full Q&A with Serge here
MEMBER SPOTLIGHT: DECEMBER 2019
Q&A with
Sue Connolly
Director Customer Experience
Healthshare NSW
“…That’s been a really great ‘a-ha’ moment where we can see we’re making positive change across the organisation, reflective in our customer survey and our people matters engagement survey, and we can really see people responding well to what we’re doing”
Read the full Q&A with Sue here
MEMBER SPOTLIGHT: NOVEMBER 2019
Q&A with
Ananth Sarathy
Director Customer Experience
Healthshare NSW
“…put the customer at the centre of everything you do and be relentless, continuously do the right thing, and all the other key metrics around revenue, engagement and loyalty will follow”
Read the full Q&A with Ananth here