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

thumbnail
Customer & Culture Two Halves of Customer Experience

Other speakers you might like:

Stevan Premutico

Stevan is one of Australia’s leading tech entrepreneurs. In 1997, in the middle of the GFC he conceptualised Dimmi on the back of a napkin and went on to revolutionise the Aussie restaurant industry. In 2015, his startup was acquired by one of the great tech businesses of our time, TripAdvisor.

Chris Riddell

Chris Riddell is an award winning global futurist and industry recognized inspirational keynote speaker on emerging trends in our hyper connected world. He is a global pattern hunter, discovering and identifying how humans are changing and adapting to high speed change, unlocking insights for businesses and leaders in today's highly disrupted digital world.

Andrea Slattery

Andrea, a visionary thinker in financial services and superannuation, offers compelling insights into corporate strategies, leadership and cross industry transformation. In conjunction with her Board appointments and involvement in innovation, technology and human resources, she focuses on how businesses can most effectively engage with their customers and clients via multi-channel and new age service models.

Starting her career in accounting and academia, for the past 14 years, as Founder, Managing Director and CEO of the SMSF Association, Andrea has built a national and international reputation as a prime mover in building Australia’s superannuation and retirement income systems to be the third best in the world.

She is recognised as a thought leader in Australia’s Superannuation and Finance Service sectors and is the face and voice of SMSF. Andrea is significantly involved in the Finance and SMSF sectors, building integrity, best practice standards for advice, education, and advocacy through her participation in and membership of a range of advisory committees to Government, Treasury and the Regulators.Andrea was awarded ‘Woman of the Year’ – Money Management | Super Review, Australian Women in Financial Services Awards 2014.

As the face of the SMSF Industry she has a significant experience speaking to CEOs and industry leaders and is a commanding on-stage presence.

Paul Shetler

Paul Shetler is a technologist and entrepreneur with over two decades’ experience working on large scale IT and organisational change projects – spanning the public and private sectors. He has co-founded two start-ups, worked in two others and also been in leadership roles at large suppliers like Oracle, Microsoft, and the global payments network, SWIFT.

Future Crunch

Dr Angus Hervey and Tané Hunter are the dynamic duo better known as Future Crunch. They deliver mind blowing presentations that shift perceptions and inspire people to think of new and better ways of doing things in the 21st century.

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 /**/