Thought Leadership Series: Enhancing Customer Experience in a Digitalised World

19 July, 2017 - 17:30 to 19:30
KPMG, Level 36, Tower Two, Collins Square, 727 Collins Street, Melbourne, VIC 3000

UQ Business School invites you and a colleague to attend a Thought Leadership evening on the topic of Enhancing Customer Experience in a Digitalised World on Wednesday, 19 July 2017.

A presentation by UQ Business School academic Dr Nicole Hartley and Andy Fyffe, Co-Founder and Managing Partner at Khemistry, will discuss how the marketplace has been transformed by the digital revolution. This will be followed by a panel session where Kelly Owens, KPMG Australia's Head of Customer Advisory and Global Lead for Customer Experience, will join the discussion.


Dr Nicole Hartley, Andy Fyffe, and Kelly Owens

Speaker Bio:

Dr Nicole Hartley is a research academic with the UQ Business School. Nicole's career as an academic has spanned 14 years at institutions in both Sydney and Queensland. Her teaching expertise is in advertising, marketing strategy, digital media and consumer behaviour. Her specific research interests include service technology, virtualised services, customer-brand relationships, message framing, new media and service innovation. Nicole's current research agenda focuses upon exploring customer perceptions of the advent of technology and various forms of disruption in the delivery of services. This research is currently focused within the education, tourism and health industries.

Further to this, Nicole works closely with companies within the Brisbane Technology start-up and social enterprise scene to advise on marketing advertising strategies to launch new-to-market technology-based products and services both nationally and globally.

Prior to her academic career, Nicole was employed as Marketing Manager/Director for various corporations within the tourism, education and communication industries both in Australia and in the UK.

Andy Fyffe is Co-Founder and Managing Partner at Khemistry, a hybrid creative/content/technology agency based in brisbane.

At Khemistry Andy leads a diverse team of creatives, coders, UX designers, brand strategists, and film creatives on a high stakes mission to upend conventions and generate game changing ideas for client brands.

This innovative approach has produced award winning work like: a charity art auction run in real time using digital outdoor media; a census awareness campaign fronted by Sesame Street's Count von Count; a mobile app to help consumers find the nearest food truck; a 360 video experience of Australia Zoo's Crocoseum show; augmented reality Christmas trees; a Minecraft map of Brisbane city; social media content featuring toilet roll characters; and much more.

At the same time, Khemistry has launched its own boutique coffee brand, produced a children's television show licensed by the ABC, and is prototyping a virtual reality product for the property industry.

Andy is Queensland Chair of the Communications Council, Australia's peak body for the advertising industry, a Board Member at homelessness charity the Lady Bowen Trust, and mentors in the Brisbane startup community.

Prior to founding Khemistry Andy worked in a range of communications and analytical roles in the Queensland Government, Volvo Trucks and James Hardie. he has a Bachelor of Business from Griffith University and a Management Grad Cert from QUT.

Kelly Owens leads KPMG Australia's Customer Advisory team and is the firm's global lead for Customer Experience. Kelly works across sectors helping companies manage customer relationships to fuel profitable growth and address an array of cross-enterprise operational challenges. She brings over 20 years' of functional leadership and management consulting experience focused on marketing, sales, and service transformation, including prior roles as Chief Customer Officer and Chief Marketing Officer.

Kelly has served clients in Australia, the Americas, Asia, Africa and Europe. She has been cited in multiple periodicals including the Australia Financial Times and Wall Street Journal. She's won multiple JD Power awards for improving Customer Service and Customer. Originally from the US, Kelly lives in Melbourne with her family.