In Episode 4 of this new podcast series, BrandHook MD, Pip Stocks, talks with Karen Lawson about what’s missing amid all the technology and data helping organisations improve their customer experience approach, and how to balance knowledge with trust, authenticity and a human touch.
Karen Lawson is an award-winning business executive and leader in the digital industry. As the CEO of Slingshot, Australia’s leading corporate accelerator program, Karen is using her proven experience in driving reinvention and transformation to help the world’s biggest brands stay ahead of disruption.
Prior to her role at Slingshot, Karen served as CEO of CareerOne, a joint venture between News Limited and Monster Worldwide. With a remit to forge a new digital strategy, Karen restructured the business from a traditional job board into a leading targeting and digital business offering media, employer branding, SaaS and sourcing solutions. She also served as General Manager – Business at Yahoo!7 where she held full commercial and operational responsibility for data, advertising, publishing, technology, search, mobile and strategic partnerships, including the Microsoft Bing alliance.
Karen’s commitment to driving innovation and disruption but also to promoting female leadership resulted in being selected as UN ambassador for Womens Entrepreneurship Day, a Nominee for Telstra Woman of the year, selected Pledge 1%’s Women Who Lead, and the Australian Growth Company Awards 2015.
Distributed through CMO from IDG, this 11-part podcast series by BrandHook explores customer intimacy, what makes a great customer experience and which brands Australian leaders think are doing it well. It does this by asking leading brand makers 7 key questions about what makes excellent CX tick.
CMO's State of the CMO is an annual research initiative aimed at understanding how Australian ...
I’ll often be talking to clients and at some point say, ‘the most important thing is justifying price’. Then moments later, ‘the most important thing is increasing the size of your customer base’.
CX is about future-proofing your business by ensuring that your commercial model is always looped into your customers' needs, perceptions, values, beliefs, motivators, and detractors.
Creating a strong company culture may sound like a daunting task, but it’s actually pretty straightforward. In fact, company culture is created in exactly the same fashion as a religion or democracy. Behaviours created from the organisation’s inception are reinforced over time by leadership, attracting like-minded people and eventually reaching critical mass to become an accepted ‘truth’.
In this bonus last episode of this new podcast series, BrandHook MD, Pip Stocks, talks with former ANZ group general manager of marketing, Louise Eyres, talks about the importance of thinking like a customer and using intuition to solve customer painpoints.
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