The CX Special Interest Group's mission is to lead and grow the understanding, use and value that marketers, agencies and suppliers gain from best practice Customer Experience.
The CX Special Interest Group’s key objectives are:
Client Experience Manager
Tonkin + Taylor
Briana is a passionate advocate of the Customer Experience’s potential to deliver a sustainable competitive advantage: optimising business-to-business client relationships to create a point of difference in the market and refining and executing strategies to maximise return on investment.
Her experience of managing customer experience innovation in an international Environmental and Engineering consultancy was recently recognised in two categories of the TVNZ Marketing Awards, for launching and implementing the CX programme into multi-million dollar businesses across both NZ and Australia.
Customer Experience continues to be an evolving space in Marketing - particularly the exciting opportunities for personalisation that data presents - so keeping up with what's happening and raising the bar in our industry, is really important. Being a part of the CX SIG has been an awesome opportunity to connect with a great group of people, to learn from their diverse experience, and then have a wider conversation through the MA platform to share the challenges and cool things that are happening in the CX space!
Head of Brand
Carolyn has over 20 years’ experience as a marketer in both agency and client roles, in London and in New Zealand, working for local and global brands.
She is currently Head of Brand at Trustpower. During her eight years at Trustpower the company has transformed from a dated, regional electricity company into the leading provider of bundled services in New Zealand.
She is passionate about using data and insights to develop marketing and brand strategy, and translating those strategies into effective and creative campaigns.
“I love being part of the CX Special Interest Group. It’s a way I can contribute to the important work that the MA does for the industry in New Zealand but it’s also a fantastic opportunity to spend time with an amazing group of like-minded marketers and to learn from each other.”
Senior Marketing Manager
AIA New Zealand
Fiona has over 20 years experience working in customer marketing, including direct, digital and loyalty marketing through to end to end customer experience planning.
Throughout her roles both here and in the UK, including Virgin Net, BBC Worldwide, Countdown, Yellow NZ and now Loyalty NZ (best known for the Fly Buys programme) she has used customer insight to develop customer centred programmes, products and channels.
Digital Experience Manager
Blue Wing Honda
Vaishali Kotian is a digital marketing professional with over 8 years of expertise in designing and building customer journeys across multiple channels with a focus on instilling loyalty and increasing engagement within a customer base.
She takes pride in creating great customer experiences by identifying business problems and opportunities and translate those requirements into user stories. These user journeys are used to create and optimise digital programs that leverage customer behaviour data, and include a mix of triggered, targeted, and broad marketing campaigns.
In addition to her primary job function, Vaishali has been recognised as one of the few Marketo Certified Solutions Architects in the industry.
Head of Marketing
Overland Footwear Group
Sarah is our new kid on the block with regards to CX, with a robust career in consumer marketing from both agency side and client side. With over 15 years experience with brands in the UK, North America and now NZ, she has taken a vested interest in how customer experience plays out in the B2C space. She holds in high regard brands who truly compel customers not only by the product they sell but by the experience by which they do so. ‘The ability to add value to a customer and to gain loyalty by really considering, understanding and supporting our customers and their journey is so powerful.’
Currently heading up the marketing department at Overland Footwear, Sarah has been working to integrate true CX management into the organisation. As a relative newbie to the CX space and to our SIG Sarah is in a unique position to support how we look at CX from a ‘just getting started’ perspective.
Lone is the brain behind the content of our events, from sourcing speakers and sponsors to choosing our topics, Lone is there every step of the way.
She has extensive knowledge in the Events and L&D industry and uses this to mentor her newer colleagues.
Post work, you can find Lone lost in a good book (or two!) and spending time with her beautiful family
Being a part of the CX SIG has been an awesome opportunity to connect with a great group of people, to learn from their diverse experience, and then have a wider conversation through the MA platform to share the challenges and cool things that are happening in the CX space!
I love being part of the CX Special Interest Group. It’s a way I can contribute to the important work that the MA does for the industry in New Zealand but it’s also a fantastic opportunity to spend time with an amazing group of like-minded marketers and to learn from each other.