Experience

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  SmartMeasures

  • Melbourne, Australia

  • Co-Founder

    • Feb 2017 - Present
    • Melbourne, Australia

    After many years working in corporations, trying to improve life for our customers, it became obvious that if we could measure customer experience (individually) rather than focus on how we report at a system level, then we would learn what customers actually need and where we are going wrong.Once we start measuring our customers day-by-day and minute-by-minute, we gain a deep understanding of their real experience with our business. Initially, we did this with a view to helping customers, but we soon discovered we effectively had a measure of their health. We could tell if they were happy and likely to stay with us and conversely if they were not happy and likely to churn!SmartMeasures was bornWe have built an AI solution to break down the silos and collect data from disparate systems to give you a measure of your customer's health. You see the health of your whole customer base in a glance and our Treatment engine decides when to act or not-act to optimise the total cost of reaching out to your ‘at risk’ customers before they leave.We are passionate about solving the problem of customer churn, so if this sounds interesting to you, let’s talk. Please connect and start a conversation.

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  The Working Octopus

  • Melbourne, Australia

  • Co-founder

    • Jun 2013 - May 2018
    • Melbourne, Australia

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  Sensis

  • Melbourne - QV

  • Various roles - most recent Group Manager Digital Capability

    • Jul 2005 - Apr 2013
    • Melbourne - QV

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  Strategic IT (Hong Kong)

  • Hong Kong

  • Managing Director

    • Jul 2002 - Jun 2005
    • Hong Kong

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  mmpowered communications

  • Melbourne / Sydney

  • Joint Managing Director / IT Director

    • Mar 1995 - Jun 2002
    • Melbourne / Sydney