"You can count every customer within your segments, but you never know which persona is going to show up at your door." - Presentation at UX Australia 2015
Raj 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 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 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 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 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 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 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.
Adam 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.