Melbourne, Victoria, Australia
My mission is to equip professionals with actionable frameworks and real world insights to drive customer-led growth and thrive in a digital-first world. As CEO and Principal Director at The CX&DX Space, and Global Director CX and Customer Adoption at B2B e-commerce association I lead initiatives that support manufacturers, distributors and digital leaders to modernise customer engagement, strengthen digital capability and deliver scalable customer centric operating models. I partner with executives to diagnose customer experience challenges, design compelling transformation strategies and embed practical solutions that improve performance and competitiveness that generates loyalty and share of wallet growth.
At the CX & DX Space we work with SME business leaders to improve Sales and Service Models, Customer Experience and Digital Experience generating uplifts in customer and commercial metrics. We use a range of road tested approaches that get people and business teams clear, engaged and motivated to prioritise and own their customer or digital transformation. Our services include customer research and diagnostics, digital experience diagnostics, customer and digital strategies, playbooks and roadmaps. We also focus on Integrated Business Planning, customer and digital capabilities, team structures, coaching and talent assessments.
As Global Director of CX & Customer Adoption at the B2B eCommerce Association, I lead initiatives that help B2B professionals and organisations tackle the real-world challenges of customer experience, digital adoption, and organisational change. I work directly with manufacturers, distributors, and digital leaders to modernize their service models and foster scalable, customer-centric transformation. My role includes developing and driving the B2BEA’s CX and Customer Adoption education pathways, equipping professionals and teams with the tools, frameworks, and strategies to thrive in a digital-first, experience-driven world. I’m passionate about helping digital professionals elevate into influential organisational roles, and I provide mentorship, coaching, and advisory support to both rising talent and executive leadership groups. Through a blend of education, peer collaboration, and consulting, I focus on enabling B2B businesses to accelerate digital maturity, improve self-service adoption, and build cultures that embrace change and innovation, rooted in deep customer understanding.
Working with the Association Team and professional B2B business specialists, experts, vendors and the vibrant B2B e-commerce community to improve the world for customers and users.
• Spearheaded the Digital CX Transformation across five businesses, enhancing customer engagement strategies. • Conducted in-depth customer research and developed journey maps to identify key moments that matter. • Facilitated workshops with business leadership teams to prioritize initiatives, resulting in actionable Digital CX Roadmaps. • Achieved significant clarity in market competitive positioning, leading to improved customer adoption and growth.
Laminex is one of Australia's leading Manufacturers in the Construction + Building Services Sector, part of Fletcher Building Group, and an award-winning employer. Through competitive marketplace assessments, and deep customer insights, we developed a new CX + Digital Strategy in 2022 to make it easier for customers to do business with Laminex. It’s centred around the moments that matter for customers and we have achieved incredibly rapid adoption to 46% of total company sales. with a record by July 2024 of over 55%. The team have been achieving record breaking digital sales growth since, 37% YOY and 47% YOY respectively and significant NPS improvement. I enjoy meeting with customers alongside our sales team to help them solve their business challenges. I get a lot of insight, ideas and energy from keeping close to customers. Led the business case, ROI tracking and established an Agile Squad to deliver a Mobile App in 10 weeks, with over 30% of the customer base using it every week because we built the Roadmap based on their researched priorities with feature releases every 4 to 6 weeks. Led the creation of a new project design space for architects. CX + Digital Insights provide big data and Ai based insights for the CX Hub - Contact Centre to align experiences across all channels using a range of digital solutions, Salesforce skill based routing and a Chatbot that reduced web chats by 50%. Digital Experience design utilised the latest Ai tools to provide deep Insights for SEO and journey continuous improvement, incremental sales, experience optimisation and NPS improvement.
MegpAi is a geospatial analytics start-up that uses satellite data and Ai to predict crop yields with significantly more accuracy than traditional methods. Crop, environment and climate independent. Pixel level accuracy at field, farm and country level scale. VC invested and now trading under a new name.