Ladbrokes Australia gets first GM of customer experience and innovation

Priorities include closing the loop on voice of customer and building brand advocacy

Ladbrokes Australia has appointed its first general manager of customer experience and innovation as part of efforts to build brand advocacy in the local market.

The new role is being held by Christian Bowman, who joined the business in March as head of customer experience after spending eight months as head of marketing and digital for SmartClinics, a network of 10 family medical centres in Queensland.

Prior to this, Bowman was head of marketing and digital and chief digital officer at RSPCA Queensland, and he’s also held digital strategy roles at Bond University and Achaeus Group.

In his new role at Ladbrokes, Bowman reports to the chief operating officer and is tasked with helping the organisation ensure continued market growth by attracting and keeping customers who become brand advocates.

To do this, Bowman said the group is adopting a design-thinking approach towards utilising customer feedback to inform and evolve product and service delivery.

Priorities include introducing a voice-of-customer strategy, educating and mobilising the organisation on customer experience design methodologies, and developing an innovation process to enable competitive advantage.

“There is a natural relationship between customer experience design, particularly with closing feedback loops as part of the voice-of-customer program, with innovation, where invariably actioning feedback and solving problems at the source, informs change in product and service,” he told CMO.

“A lot of what interests me is solving customer problems and creating new and innovative products which matches closes with my experience with new ventures and developing new programs which change business process.”

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu

Join the CMO newsletter!

Error: Please check your email address.
Show Comments

Supporting Association

Blog Posts

Is AI on course to take over human creativity?

Computers and artificial intelligence have come along at an exponential rate over the past few decades, from being regarded as oversized adding machines to the point where they have played integral roles in some legitimately creative endeavours.

Jason Dooris

CEO and founder, Atomic 212

Are you leading technology changes or is technology leading you?

In a recent conversation with a chief technology officer, he asserted all digital technology changes in his organisation were being led by IT and not by marketing. It made me wonder: How long a marketing function like this could survive?

Jean-Luc Ambrosi

Author, marketer

Disruption Down Under – What’s Amazon’s real competitive advantage?

Savvy shoppers wait in anticipation, while Australian retailers are gearing up for the onslaught. Amazon’s arrival is imminent.

Thanks for picking this up. We are always happy to add richness to our products and in turn the lives of our followers and fans.

Fitbit Middle East

​Fitbit announces new virtual race platform to enhance customer experience

Read more

Thanks for a very interesting article. B2B marketing seems tricky. I think that marketing plays a vital part - it can build the brand and...

Aaren

From tactical overhead to strategic growth driver: B2B marketing in the digital age

Read more

meanwhile loads of people with digital skills are not finding work or getting an opportunity to be hired?? Double standards perhaps.

Graduate dying on centrelink

Report reveals Australia faces digital skills shortage

Read more

These laws are in one way or other giving businesses to VPN service providers & other cyber utilities. Just read PureVPN claiming 37%...

Paige Hudson

Getting prepared for mandatory data breach reporting

Read more

Great Post.Thanks for sharing such an informative article.I have worked with Ally Digital Media and it has a very good service which is b...

Utkarsh Kansara

Predictions: 17 digital marketing trends for 2017

Read more

Latest Podcast

More podcasts

Sign in