Designing and delivering
better customer experiences

Leadership

by EDRIC VERBEEK-MARTIN
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Raj Mendes - Managing Director

raj mendesRaj is the founder and Managing Director of The Customer Experience Company. He is a seasoned executive having built a career in management and technology consulting with organisations including Accenture, Ernst & Young and Capgemini. At Ernst & Young and Capgemini, Raj held senior leadership and operational roles at both a local, Asia-Pacific and global level. In his client facing roles, he directed projects and managed client relationships within the financial services and telecommunication industries. Raj has qualifications from the University of Melbourne (Electrical & Electronic Engineering) and an MBA from AGSM in Sydney. 

Chris Severn - Co-Founder and Director

Chris severnChris is co-founder and Director of The Customer Experience Company. He is a highly respected management consultant in financial services and telecommunications industries having successfully implemented many complex initiatives across customer advocacy, contact centres and internet channels. Chris has strong strategic capabilities in customer experience and customer strategy development (experience research, strategy and design). Previously, Chris was a Principal with Ernst & Young and a Director at Capgemini. He has degrees from the University of York (UK) and an MBA from MGSM in Sydney. 

David Johnson - Customer Experience Management

david johnsonDavid leads the Customer Experience Management Focus Area of The Customer Experience Company. He is a specialist in customer experience, business transformation, closed loop feedback, customer-centric culture and Net Promoter Score (NPS®).

 

Freya Elliott - Customer-Centric Culture Change

freya elliotFreya has extensive consulting experience having worked for 19 years delivering project and change outcomes in a variety of Government and private sector clients in Australia and New Zealand. Her experience includes project management of large scale banking technology as well as change and organisational design.

 

Laurence Crew - Service Design

laurence crew Laurence brings over 15 years of industry experience, with a diverse background in customer experience research and strategy, product design and commercialisation as well as being a pioneer in designing online experiences. Previously Director of Experience Design at Different, responsible for the planning, execution and delivery of major strategic research and design initiatives for leading clients as well as evolving the Customer Centred Design methodology, mentoring the cross-disciplinary team and overseeing the quality of insights and deliverables

 

Shrav Malkani - Cloud Services Delivery

shravan_malkaniShrav is a results-oriented IT executive with over 20 years of leadership experience and success in maximizing business value, leading start-up and turnaround efforts, enterprise software solution selling, business consulting, professional services practice management and IT program management. Shrav leads the cloud services delivery focus area at CEC, using agile methodologies to bring to life rapid business benefits. Shrav has a degree in Information Technology and an MBA from TRIUM - an alliance between NYU Stern School of Business, London School of Economics and HEC School of Management.

 

Jeni Oye - Omni Channel & Digital Transformation

jeni oyeJeni leads the Omni-Channel and Digital Transformation Focus Area. With her passion for Design Thinking and over 18 years experience in digital, she specialises in digital strategy and design that creates great customer experiences across all your digital channels. Jeni has a degree in Industrial Design and an MBA from Melbourne Business School.

Adam Smith - Melbourne

Adam SmithAdam Smith has 20 years of experience in delivering customer-centric software and customer process re-engineering solutions, primarily in the Financial Services sector. His consulting background is augmented by roles with operational responsibility for customer experience.

Julian Donohue - Operations

Julian DonohueJulian is a very experienced management and technology consultant, formerly with PA Consulting Group in Europe and Australasia. Julian is also a senior program director, having recently delivered significantly complex customer infrastructure and internal capability building projects. Julian oversees the internal operations and service delivery management function within CEC and is passionate about ensuring that the desired customer experience is actually put into practice.

Julian Donohue

"Successful delivery of customer expectations includes the ability to recognise that those expectations are likely to increase."