With only a month to go before the much-awaited Open House event “How to Build a Customer-Centric Culture”, Step Change is thrilled to announce the panel of distinguished leaders across a variety of disciplines who will be joining us.

Insight: Following the Royal Commission Reports for the Aged Care and Financial Services sector, businesses need to have a culture that puts the customer at the heart of the business.

Data: CMO Council reports that “only 14 percent of marketers say that customer centricity is a hallmark of their companies, and only 11 percent believe their customers would agree with that characterization.”

Key Action Point: Register to join the discussion at the Step Change Open House on 5 April. You can RSVP here.

In the wake of the Royal Commission final reports, business leaders are challenged to reshape their organisational culture. That’s why we will be opening our doors to C-Suites and those in charge of leading change in their organisations. We will explore how we can build and sustain a customer-centric culture.

Here’s what you need to know —

• Date: 5 April 2019 Friday
• Time: 4:30 p.m. – 6:30 p.m.
• Where: Step Change’s offices, Unit A135-39 Bourke Rd, Alexandria NSW 2015
• Agenda:
  • 4:30 p.m. Start of program
  • 5:00 p.m. Panel 1
  • 5:30 p.m. Panel 2

1. Cambell Holt, Chief Customer Officer at Mercer Financial

Cambell Holt is a passionate leader with strong commercial acumen and a track record of delivering sustainable growth in consumer and business-to-business roles. At the moment, his work centres on digital and CX transformation of the marketing function, along with the strategic deployment of marketing automation to build great customer businesses.

2. David Smith, Former CEO of Zurich

David has more than 30 years of experience in retail banking, insurance and investment management and over 15 years of experience as a Chief Executive Officer. He has Board member experience in both local ASX-listed entities, industry bodies, not-for-profit boards and subsidiary boards as both Director and Chairman.

3. Bettina Pidcock, Chief Customer Officer at QBE Australia and New Zealand

As QBE’s Chief Customer Officer, she is responsible for the design and execution of customer-centred solutions to key customer and intermediary partner segments. She executes the company’s marketing and communications strategy, which delivers superior market performance and measurable increases in market share and brand awareness.

4. Carla Rossi-Zalmons, Marketing & Change Director at Deloitte Private Connect Australia

Carla drives client engagement at Deloitte Private Connect Australia through targeted marketing, communications, and strategic pursuits to the Australian Private enterprise market. She is a director lead looking after the end-to-end go-to-market strategies across the outsourced finance function technology and advisory model. Her focus is centred on creating tailored client propositions to support strategies pursuits, storytelling via digital content, client experience, product design, and business development strategy and implementation. 

5. Brittany Wong, Head of Demand Generation at SafetyCulture

Brittany is a B2B tech marketing executive experienced in driving demand generation, accelerating customer growth and building collaborative, high-performance teams.

6. Kylie Ward, CEO at Australian College of Nursing

Kylie Ward has more than two decades of experience as a celebrated Nurse Leader and a respected, senior level Health and Aged Care executive. Intimately aware of the significant contribution nurse leaders make to health and aged care, community outcomes, individualised care and patient experiences, Kylie also brings an innate passion for people, professionalism, service, and leadership to the Australian College of Nursing (ACN).

7. Tim Burrowes, Founder & Content Director at Mumbrella

Tim Burrowes is the founder of Australia’s leading media and marketing website, Mumbrella. He’s an award-winning journalist, publisher, and business owner based in Sydney, Australia, specialising in the media and marketing industry, including publishing, conferences, awards and training. He is

8. David Smith Chief Customer Officer Aussie Home Loans