Getting Intimate with CX Episode 1: Rachel Kelly on brand service versus connection

Three years ago, boards and brand owners were confused about what the digital revolution meant for their consumers, their brand and their customer experience. We explored this in BrandHook’s first podcast series, Closing the Gap

That has changed. According to 2017 predictions, 83 per cent of CMOs believe customer experience to be central to their role. But what we still fail to see is those brand and experiences changing in line with customer behaviour and customer needs. 

Distributed through CMO from IDG, this new podcast series by BrandHook CEO, Pip Stocks, will explore customer intimacy, what makes a great customer experience and which brands Australian brand leaders think are doing it well.

Stocks will ask the same 7 questions to CEOs, CMOs and disruptors to unpack this problem, including Ed McManus (Powershop), Jee Moon (Luxottica/OPSM), Karen Lawson (Slingshot), Sara Daymond (VicSuper), and Rachel Kelly.

BrandHook is a brand and customer experience consultancy working with clients from Coles, AMP, OPSM, Schweppes, CUB, Zoos Victoria and The Country Rd Group. 

First up:

Rachel Kelly, CEO, The Retail Collective, plus investor and startup advisor

As the ex-global CEO of T2 Tea, Rachel is an expert at building global retail brands and organisational transformation and integration. Passionate about shaping and empowering the next generation of retail leaders and entrepreneurs to realise and unlock sustained value and creating memorable customer experiences. 

This is what Rachel brings to her new venture as founder and CEO of The Retail Collective.

Featured Whitepapers

State of the CMO 2019

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

More whitepapers

Latest Videos

Conversations over a cuppa with CMO: ABC's Leisa Bacon

In this episode of Conversations over a Cuppa with CMO, ABC's director of audiences, Leisa Bacon, shares how she's navigated the COVID-19 crisis, the milestones and adaptability it's ushered in, and what sustained lessons there are for marketers as we start to recover.

More Videos

Hi everyone! Hope you are doing well. I just came across your website and I have to say that your work is really appreciative. Your conte...

Rochie Grey

Will 3D printing be good for retail?

Read more

Zero proof spiritsUsa since 2011 www.arkaybeverages.com🤪🤟

Sylvie

How this alcohol-free spirits brand rode the health and wellness wave

Read more

okay this a good newsmaybe i gonna try it

kenzopoker1

CMO's top 8 martech stories for the week - 9 July 2020

Read more

Very insightful. Executive leaders can let middle managers decide on the best course of action for the business and once these plans are ...

Abi TCA

CMOs: Let middle managers lead radical innovation

Read more

One failing brand tying up with another failing brand!

Realist

Binge and The Iconic launch Inactivewear clothing line

Read more

Blog Posts

MYOD Dataset: Building a DAM

In my first article in this MYOD [Make Your Organisation Data-Driven] series, I articulated a one-line approach to successfully injecting data into your organisation’s DNA: Using a Dataset -> Skillset -> Mindset framework. This will take your people and processes on a journey to data actualisation.

Kshira Saagar

Group director of data science, Global Fashion Group

Business quiet? Now is the time to review your owned assets

For businesses and advertiser categories currently experiencing a slowdown in consumer activity, now is the optimal time to get started on projects that have been of high importance, but low urgency.

Olia Krivtchoun

CX discipline leader, Spark Foundry

Bottoms up: Lockdown lessons for an inverted marketing world

The effects of the coronavirus slammed the brakes on retail sales in pubs, clubs and restaurants. Fever-Tree’s Australia GM Andy Gaunt explains what they have learnt from some tricky months of trading

Andy Gaunt

General manager, Fever-Tree Australia and New Zealand

Sign in