Leaders from BBQ Galore, Optus and Volkswagen Advocate for Stronger Relationships between IT and CX

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By Published On: February 8, 20220 Comments

Jason Bradshaw, Author of Bestselling Book ‘It’s All About CEX’ and the Former Chief Customer Officer of Volkswagen will impart his knowledge on the critical importance between IT and CX at The Customer Show. Bradshaw’s presentation will inspire attendees to move beyond theory, taking action that leads to increased brand loyalty, customer retention and an improved relationship between IT and CX.

With over 30 percent of customers willing to change who they do business with after just one bad experience – now is the time for business leaders to take urgent action to improve the experience at every moment that matters,” says Bradshaw.

He says having your IT, Digital and CX departments working together is critical for this success.

Whether you’re implementing large-scale automation, CRM systems or even speech analytics to improve your customer experience, it’s become evident that IT needs to be very close to the CX conversation,” says Mary Anne Ghobrial, CX Portfolio Director of The Customer Show.

Agreeing with Bradshaw, she says IT departments need to be aware of every facet of the customer journey to procure the right solutions for the organisation. This also applies to Digital teams. “IT has to be your friend. You can’t execute transformation without them. This is why we strongly promote bringing them into the conversation and teaching them the value of customer experience today,” says Ghobrial.

Many Australian CEOs and Managing Directors joining Bradshaw onstage agree. “We need to continue to challenge our ambitions as customer experience evolves at an increasingly accelerated pace,” says Angus McDonald, Chief Executive Officer of BBQ Galore. McDonald will be speaking in one of three CEO Panels. He will be joined by the Managing Directors and Chief Customer Officers of Colonial First State Super and Inmoment.

Emma McRobert, Vice President of Customer Contact Centres at Optus also advocates for customer experience being a company-wide approach, only sustainable when it’s top down. “If your C-Suite doesn’t care about your customers then maybe it’s time to move companies,” she says.

The Customer Show exhibition has been created as a platform for companies across Australia who are keen to meet the challenges and embrace the opportunities ahead in customer experience be it BFSI, Retail, Government, Telecommunication sectors. Being housed in the Melbourne Convention and Exhibition Centre between 4-5 May 2022, the Annual Exhibition showcases the leading and most thought-provoking sessions on CX, AI, Contact Centres and Customer Insights and brings every leader who plays the largest to smallest role in CX under the one roof.

Customers are moving at such a rapid pace today that it feels like CX leaders are forced to run this never ending marathon just to keep up. This is the challenge and beauty of the Customer Experience space – and the one thing we work to solve in bringing the community under the one roof,” says Show Director Mary Anne Ghobrial.

With ServiceNow and Inmoment contributing to the discussion on cross-collaboration in CX; TTEC, Khoros and NICE CXone exploring the importance of Contact Centres today; and Sprinklr, Playvox, Freshworks and Limebridge portraying a new outlook for customer loyalty and retention, the event encapsulates the key industry trends and emerging opportunities.

To learn more about the conference, the topics and the confirmed speakers visit the website

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