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!

Topics

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

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Customer & Culture Two Halves of Customer Experience

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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.

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