To clients I am a CXO and CHRO in one package. My set of experiences in both customer experience and employee experience transformation is unique in the Australian market. It is this IP that I bring to equally unique and forward thinking clients who want to, not just innovate, but set a new standard for innovation in their industries.
Everything I know about creating exceptional customer experiences I learned from 16 years of teaching dance and group fitness to thousands of people, all over the world.
These lessons I've channeled into building a personal philosophy and way of working which has seen me become an awarded marketer, innovator and strategist.
As General Manager of Brand Strategy and Marketing of Australia’s most valuable brand Telstra, I led multiple internal and external strategic transformation programs impacting 16 million customers and 80,000 employees and partners - including arguably Australia's most successful brand transformation.
My work contributed to Telstra becoming a Top 100 global brand, more than doubling its brand value to $10.65B, brand consideration increasing from 48% to a record 63%, adding over 4 million new customers, and seeing Telstra achieve a positive NPS score for the first time ever.
More importantly, I led one of the most innovative, respected, engaged and awarded teams in the organisation with engagement scores consistently over 90%.
My role was to inspire and guide people to see the potential for technology to enrich and transform their lives. I did this by making the new feel familiar, and the familiar feel new.
Along the way my team and I had a blast celebrating our part in delivering five world firsts.
James Cameron's DEEPSEA CHALLENGE
As global telecommunications partner to this history making journey to the bottom of the Mariana Trench, I was responsible for connecting the globe to the greatest expedition since man landed on the moon.
This involved making sure that everything from critical operational communications through to the high definition footage capturing this extraordinary moment in time, made it from 11km deep in the ocean via our satellite systems to news outlets and partners around the globe.
James Cameron Live Science Class
Perhaps the proudest moment of my career was witnessing a life-changing experience for the students of Perth's Roseworth Primary School as we beamed in James Cameron live for an hour long science class. What made it extraordinary was that he was mid expedition aboard the vessel Mermaid Sapphire, in the middle of the Pacific Ocean.
Connecting Sydney New Years Eve
NYE is a time for connecting but was made impossible for many due to the sheer volume of traffic being sent over the networks. We solved this by building the first app that allowed people to 'bank' their messages in advance for free, which we then sent on their behalf at midnight regardless of whether you were a Telstra customer or not. In 2012 Kylie Minogue was creative director for the event so of course I had to get a pic!
Ryan Campbell World Record
At just 19 years old, Ryan Campbell became the youngest pilot in history to circumnavigate the world solo in a single engine aircraft. Equipped with satellite phones, we connected him throughout his journey even allowing him to live tweet his progress to inspire young and old along the way.
Google Glass Disability Apps
In a world first, working with the exceptional team at B2Cloud, we created two prototype apps. Each with the potential to be transformational for people living with a sight or hearing impairment. We were recognised by the Google team in Mountain View as a best practice example of the technology.
In a shock to some, in 2014 I gave up leading Australia's most valuable brand and took a career pivot into HR by creating the first true Employee Experience strategy role in the Australian market.
I have to admit that giving up the perks that came with a high profile marketing role was a tough decision, but when it came down to it I believed I’d done all I could to impact customer experience from a marketing role. If I was going to have a more profound impact I needed to understand the system in which those customer experiences were created.
Here my point of view that customer experience is a product of employee experience was validated and a new approach to delivering exceptional customer experience was born.
If you want to create truly exceptional customer experience, you must first create the conditions from which they can born.
It was this approach which also saw me recognised as one of Australia's Top 30 marketers and selected for The Marketing Academy, a program designed to prepare leaders for C-Suite and Board roles. Here's my submission which also includes a selection of my work.
That's why I founded Energx, to offer a practical and engaging approach to transformation that connects human performance and business performance.
Our proprietary, human-centred approach to transformation starts with one universal truth that connects all people, in all contexts - that our most valuable, sustainable and high potential resource is our collective energy.
If you knew that you could energise and deliver exceptional value to your people, your customers and your shareholders, what would you do today?
