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 2018

CMO's State of the CMO is an annual research initiative aimed at understanding how Australian ...

More whitepapers

Blog Posts

Cannes 2018: The Big Not Easy

This year’s Cannes Lions program is packed full of data, robots, algorithms, voice technology, blockchain, virtual reality, artificial intelligence and machine creativity. But I’m just as interested in more subtle trends and insights.

Richard Brett

CEO, opr

CMOs are talking the CX talk, but not yet walking the walk

Customer experience is eclipsing product as a competitive differentiator. CMOs are recognising this shift and talking the talk. But are they also walking the walk?

Will our manners go the same way as texting when robotic servants take over?

Much of the talk in the industry is focused on the limited amount of time that screens have left in our lives.

Katja Forbes

Founder and chief, sfyte

nice post....https://www.jigno.com/men/t...

Jigno shop

Report: Broader remit sees CMOs struggling to meet expectations

Read more

Whom It May Concern!We pray for God's blessings and happiness in all our lives & business. Welcome To Kenneth Abrighten Financial Hom...

Anita K.Gold

Live webinar from CMO: Creating memorable customer experiences: The who, what and how

Read more

You're suggesting that Taylor Swift is a non-brand because we don't know who she votes for, and then you suggest developing brand stories...

Brian 't Hart

Why Gartner thinks brands are too uptight about strategy

Read more

Indeed this is the great article but i will love to recommend you to read the case study of Walamrt for get the more and more customers. ...

Eva Buttler

5 steps to customer intelligence success

Read more

here is the good news now you can find the all adobe products at walmart .. read this news here at https://creditcardsfair.com/

Yasir Abbas

Adobe: Tech architecture, talent stopping companies making the experience shift

Read more

Latest Podcast

More podcasts

Sign in