Alex Allwood is regarded as one of Australia’s leading authorities on customer experience. An engaging speaker and presenter, Alex’s customised conference keynotes, seminar presentations and workshops are described as ‘powerful, inspiring and actionable’.

Most business leaders today feel challenged by rapid shifts in consumer behaviour, digitization of products and services and disruption from global competition.

Alex empowers audiences to envision a new future where customers are at the centre of their business decision-making; speaking passionately on building a culture of customer centricity to deliver real customer value and differentiated experiences to drive customer-centric growth.

Alex’s customer-centric growth mantra is based on the idea of ‘what’s great for customers is great for business’. Her powerful message ignites customer-first thinking and delivers clarity on the advantages of customer-centric decision making to leverage sustainable growth.

With over 20 years’ experience in customer-led growth, Alex is also the author of Customer Experience is the Brand and is currently working on her next book due in market mid 2018.

Alex writes for publications such as BRW, CMO Australia and Marketing Magazine and consults on customer experience strategy and design.

In her spare time Alex enjoys travelling, reading and entertaining family and friends. She has climbed the Great Wall, is a regular book clubber and her Aussie Day BBQ gets rave reviews!


Customer Experience is the Brand

Welcome to the experience economy, where customers are super-connected, always on and global. They know what a great experience looks like, and increasingly they vote with their wallets when brands don’t provide experiences that meet their expectations.

In a highly competitive and commoditised market, what customers experience differentiates one brand from the next. To remain relevant, brands will increasingly place greater focus on innovation to deliver experiences that are distinctive and memorable.

Drawing on industry specific case studies, research and experience, Alex shares:

  • Trends that are influencing and shifting customer expectations and buying behaviour
  • The pillars of great customer experience to deliver sustainable business growth
  • Creating experiences that build customer loyalty and promote positive recommendation

Customer and Culture - Two Halves of Experience

Delivering superior customer experiences is now a ‘must have’ to promote customer loyalty and foster recommendation. The challenge for companies is cultivating a culture of customer-centricity to deliver real customer value and differentiated experiences.

Customer-centric cultures have the customer at the centre of their decision making; their people understand the company’s customer experience aspirations, customers’ needs, and the role they play in delivering the brand promise to improve customer experiences.

Drawing on industry specific case studies, research and experience, Alex shares:

  • Focusing on customer purpose over corporate purpose
  • The three principles of a customer-centric culture
  • Customer-first alignment to deliver great customer experience

Customer-Centric Innovation

Brands are now under increasing pressure to continuously innovate to remain competitive. Traditional methods of improvement are being disrupted by future-facing approaches that put the customer at the centre of innovation efforts.

With customer experience now a business imperative, brands are rethinking customer value creation to solve commercial and social problems and generate ideas from both inside and outside their businesses.

Drawing on industry specific case studies, research and experience, Alex shares:

  • The power of customer-centric innovation
  • How customer-centric innovation creates superior customer value and differentiated experiences
  • Building a loyal community of customers and brand fans that are ready to buy
Alex Allwood speaker

Speaker Video

Customer & Culture Two Halves of Customer Experience

Other speakers you might like:

Mark Dobson

Dobbo has spent twenty-five years in the trenches alongside CEOs, world champion athletes, innovators, and pioneers. His clients are elite performers from every sphere – true outliers. Mark is a experienced performance coach, speaker and trainer who gets results.

Pippa Hallas

Ella Baché is a respected skin care brand revered across the country. You may think you know its story, but there’s so much more to this brand than meets the eye.

It all started with a bold woman, a pot of wax and the decision to stand out in the foyer of David Jones.

Now, for the first time, CEO Pippa Hallas is opening up about the journey behind the brand, the disruptions, the innovations, the mistakes, the risks - and what it really takes to steer an 80 year old business through a rapidly changing world.

Katrina McCarter

Katrina McCarter is the founder and CEO of Marketing to Mums. She is a marketing strategist who specialises in understanding mothers as a powerful market sector, through experience and research.

Mike Knapp

Mike Knapp is the co-founder of Shoes of Prey - the ‘design your own shoe’ company that raised $25.5m from investors such as Khosla Ventures, Blue Sky, Blackbird and Nordstrom. Mike headed up the software engineering team and also spent 3 years in China overseeing the construction of the company’s multi-million dollar shoe factory. Today Shoes of Prey continues to operate from their headquarters in Los Angeles. Prior to Shoes of Prey Mike was a software engineer at Google and, prior to that, a lawyer. He’s currently in the early stages of his new startup idea - Mottle.

Dale Beaumont

Dale Beaumont is best known as an award winning entrepreneur, technology enthusiast and a passionate promoter of education.

Having started his first business at the age of 19, Dale went on to build three different million dollar companies before the age of thirty.

A massive thank you to you both for all your assistance from selecting to co-ordinating the speakers for our annual ProLoan conference. Feedback was that this year’s speakers where the best they had EVER heard at ANY event. So this is pretty amazing, because they do go to a lot of sessions like these.

Director of Network Relationships - Proloan (aust) pty ltd

Again this year you and your team have been fantastic and extremely helpful.  In regards to you Sharm, you have been an absolute star and phenomenal help with our speakers and presenters, a great communicator, wealth of knowledge and so prompt with responding and looking at ways to cater to our needs.

Event Manager Fitness Australia

I would recommend, without hesitation, the services of Jane Rowland Smith and Ovations. Jane answered a last minute call to arrange a guest speaker for our principals. Nothing was too much effort, all was arranged within hours, and went very smoothly. The guest speaker was exactly what we required and our brief was followed. Thank you Jane and the team at Ovations.

Executive Director of Schools Catholic Education Diocese of Parramatta

All aspects of the process has always gone seamlessly with Ovations and we will continue to seek your assistance for the awards in the coming years.

Thank you again, your help has meant that our Awards are very professional and extremely well received by our members and guests.

Executive Assistant BSCAA NSW Division

Jane, I personally want to thank you for all of your support, advice, patience and all round kindness that you have given me over the last 3 or so years.  This event would not have been as successful without the valuable MC’s you have recommended and the support you provided me when it all just seemed too hard

Shona Dilley – Smart School Awards, Department of Education
Back to Top /**/