We already know that most CX programmes are not straight-forward, but we need not let that stop us from progressing in the right direction. Marina re-joined the NZ Automobile Association just over a year ago to develop a Membership Voice of Customer programme and optimise Membership Experience.

In her presentation, Marina will share her journey of boomeranging back for the opportunity, touching on:

• Focusing on what we can control 
• Finding enablers within your business
• Championing the importance of data

About Marina

Marina has over 15 years of experience in client and agency roles across Australia, the UK and Aotearoa. Her first agency role was on the Coca-Cola account, where the standard for what excellence looks like was set. Since then, she has worked across the Education, Finance, Import and start-up realms.

In late 2021, Marina went to Harvard Business School to study Behavioural Economics,  getting insights on the topic from the best in the world.

She is forever championing Human Centricity and never compromising curiosity tangents, because ‘you just never know where they will lead'.

Co-presented with Tim Cullinane

The team at Toyota NZ have had a strong focus on CX over the last five years. In 2019, Shaun Crooks, Customer Technology Manager at Toyota NZ spoke at MA’s CX Conference sharing how they were redefining the car buying customer journey with a seamless online and offline integration. Since then, the environment in which Toyota NZ operates has changed almost beyond recognition due to lockdowns, supply chain challenges, staff shortages, and skyrocketing customer expectations.

Shaun will share how they’ve managed to still deliver great customer experiences even during such ongoing and disruptive change. He is joined by Tim Cullinane from Saatchi & Saatchi to show what happens when you put the customer at the centre of your organisation - and keep them there.  

• Why CX isn’t a department or a project but rather the responsibility of the entire organisation from digital to marketing, agency to dealerships (and even finance)
• Finding the CX champions in your wider organisation to help you stay the course
• Continuing to meet our customers’ expectations
• Lessons learnt

About Shaun

Co-presented with Shaun Crooks

The team at Toyota NZ have had a strong focus on CX over the last five years. In 2019, Shaun Crooks, Customer Technology Manager at Toyota NZ spoke at MA’s CX Conference sharing how they were redefining the car buying customer journey with a seamless online and offline integration. Since then, the environment in which Toyota NZ operates has changed almost beyond recognition due to lockdowns, supply chain challenges, staff shortages, and skyrocketing customer expectations.

Shaun will share how they’ve managed to still deliver great customer experiences even during such ongoing and disruptive change. He is joined by Tim Cullinane from Saatchi & Saatchi to show what happens when you put the customer at the centre of your organisation - and keep them there.  

• Why CX isn’t a department or a project but rather the responsibility of the entire organisation from digital to marketing, agency to dealerships (and even finance)
• Finding the CX champions in your wider organisation to help you stay the course
• Continuing to meet our customers’ expectations
• Lessons learnt

About Tim

Tim has been leading some of the world’s most recognizable brands in customer experience, digital transformation and brand ecosystem innovation for over 15 years in New Zealand, Asia, Europe and North America.

Big decisions often start small - like reducing plastic in supermarkets. In 2020, Countdown took the step to trial removing plastic from its produce section. No more flimsy plastic bags to put your apples in. No more prepackaged oranges in plastic containers. How hard can this be?

What seems like an easy, straightforward action is a complicated web of operational, commercial and supply chain challenges, bundled with conflicting customer feedback and responses. This is not a story of success, but one of a hard lesson learned. A story of customers being passionate about a purpose until it is inconvenient to them. It's about listening first and communicating later. It is also a story about the importance of understanding context in developing customer journeys and the need to design solutions that address emotions, rather than tasks. 

About Wadim

Wadim’s obsession with customers started well before CX and UX became common acronyms and terms such as ‘customer journey’ emerged as one of the buzzwords in the corporate world. He spent many years understanding why people were saying one thing and doing another and turned his deep understanding of consumer behaviour and data into his passion and profession.

As a strategist he helped corporates, governments, and brand agencies across various industries and countries to find the right customer focus; as a commercial marketer he drove sales and build brands by making it easier for customers to buy more. He was involved in start-ups, led agencies, and managed corporate teams and transformed them into customer-focused entities. A sceptical optimist, he believes in diverse opinions, a robust discussion, and challenging confirmation bias.

For the past five years he has been leading multiple cross-functional teams at Woolworths NZ (Countdown), New Zealand’s largest food retailer and part of the Australian Woolworths Group, lately as Head of Customer Insights & Customer 1st.

About Carl

Carl is an experienced presenter and facilitator and skilled at surfacing insights and applying these to generate breakthrough ideas. He has worked internationally as a qualitative researcher and spent 7 years at FCB New Zealand as a Communications Strategist before heading up the TRA strategy team.