"CX transformation is no longer a nice-to-have, it's a necessity" – according to Forrester. And, it’s predicted that by 2020 customer experience will overtake price and product as the key differentiator when consumers make choices between brands.

But do Executive teams and boards share this perspective? Are we valuing the insights our customer experience professionals bring to the table, or just seeing them as a 'nice to have'?

Our CX Conversations session, led by Paul Trotman, will explore these mindsets and how they can be turned around. Paul has a wealth of experience in the customer experience space and will lead the conversation, sharing his perspective on the organisational, attitudinal and technological barriers that can come between a business and their customers. Paul will also share stories demonstrating both the challenges, and the opportunities available, in navigating these barriers.

The conversation will provide an opportunity to have an in-depth discussion with other customer experience champions about what the future might look like for the customer, and brands that win in the market.

Get in quick as seats are limited. $25 of the ticket price will be donated to charity. Drinks and nibbles provided.

About Paul

Starting his professional life as an accountant, Paul could be described as a 'born-again customer experience advocate', with a career completely absent of customer interactions until he was in his thirties. His first introduction to 'the customer' was as a Commercial Manager for CourierPost, responsible for negotiating pricing, and it’s fair to say the early days were a baptism of fire. Since then he has developed 'an unwavering commitment to the customer' in roles spanning Strategy, Sales, Marketing, Customer Solutions, Operations, and Executive/General Management, including a stint as Chief Customer Officer for NZ Post. Most recently he’s been appointed GM at online retailer Onceit.co.nz.

Car parking

Parking is available on the street or in spaces marked 'Café' after 4.00pm.