Interview with Chris Randall, Chief Customer Officer at ResponseTek

Who are ResponseTek and what is their position in the Australia market landscape?

ResponseTek has been delivering Enterprise Customer Experience programs in Australia since 2012. We are a global leader in Enterprise CEM software connecting over 720 million customers to the brands that service them. We have five offices spanning four continents, and programs operating in over 60 countries. ResponseTek stays true to helping clients listen to their customers, learn from the feedback they collect, and ultimately act to respond to that feedback.

With 17 years of experience in the CEM space, ResponseTek has since seen significant growth and success in the APAC market and has established a partnership with the world’s largest Market Research firm, Nielsen. The partnership was initiated in Singapore due to the strength of Nielsen’s CX practice in the region. Since initiating the partnership, ResponseTek and Nielsen are bringing a robust offering to the global Customer Experience landscape, one powered by the ResponseTek’s Listening Platform and Nielsen’s wealth of service expertise.

What messaging is ResponseTek looking to promote throughout Australia at the moment?

Happy Employees deliver happy customers. Happy customers create positive brand momentum. The Customer Experience landscape is maturing and organizations are realizing the impact of bringing their brand and relationship research together with their employee engagement and voice of customer programs. ResponseTek and Nielsen have built a CEM Roadmap that helps organizations design a clear path to fast results by successfully integrating these core programs.

What does ResponseTek see as some of the key challenges facing senior marketing and customer experience executives within their space?

The challenges do vary based on the organization and their culture. Getting the business to truly care about the Voice of the Customer (and employee) enough to act on it can be a significant challenge for many organizations. Saying you want to improve satisfaction, loyalty and advocacy is one thing. Actually putting in place the strategy, processes, support, training, communications, compensation, etc. required to enable fast change is an altogether more challenging commitment to obtain. For those that have achieved this, the results easily follow. For those uncertain, we recommend a small step in this direction, as even the simplest of customer driven actions or initiatives as they can yield large enough benefits to justify the next few steps.

What differentiates the current suite of ResponseTek services from other providers?

Our expertise and approach. ResponseTek is a boutique group of CX professionals. It is all we do. It is all we have ever done. For 17 years, we have done nothing but deliver enterprise wide Customer Experience programs, and our CEM Blueprint and strategic partnerships are aimed at building a journey to rapid improvement that is easily within reach.

ResponseTek also is a leader in mobile surveying, having been a leader in the telecom space for almost a decade. Our understanding of the current consumer behavior around device usage and likelihood to reply will always ensure your survey response rates are the highest they possibly can be.

What does the future look like for an organization looking to work with ResponseTek?

Our CEM Blueprint has proven to change the culture in an organization towards one that is more customer-centric. The Blueprint doesn’t just focus on software, but how the organization can change to one that truly cares about the employees, the customers and the brand. ResponseTek is so confident in our approach and its ability to drive results, we even guarantee them.

 

About Chris Randall
Chris Randall is responsible for the Customer Experience Vision and Thought Leadership at ResponseTek. He has personally led and consulted on best practice Customer Experience Programs spanning 5 continents across numerous industries. Chris is the architect of ResponseTek’s Customer Experience Blueprint© and an active speaker on Customer Experience. An instrumental influence in the company since 2001, he’s developed its business planning, marketing, sales and service model.

 

About ResponseTek
Recognized as a 2014 Top Small & Medium Employer in Canada, ResponseTek is the leader in enterprise customer experience management software solutions. World market leaders in finance, telecommunications and retail – including 14 of the world’s top telcos, and Bloomberg’s top ranked bank – trust ResponseTek to drive millions of customer interactions every week. The ResponseTek Listening Platform™ eliminates silos of information by integrating customer experience data and reporting throughout the entire organization to improve customer satisfaction. Founded in 1999, ResponseTek is headquartered in Vancouver, Canada and operates in over 30 countries throughout North America, Europe and Asia.

 

Meet the team onsite

Interview with Rodney Moynihan, Director of Sales ANZ for Zendesk

Who are Zendesk and what do they do?

Zendesk builds software for better customer relationships. It empowers organisations to improve customer engagement and better understand their customers. More than 100,000 customers in over 150 countries and territories use Zendesk products. Zendesk is designed for companies that want to create customer relationships that are more meaningful, personal, and productive.

What are the key discussion points in Zendesk’s roundtable session at the Summit?

Roundtable theme: How to deliver a great customer experience in an omni-channel environment.

With the rise of digital disruption and eroding customer loyalty, organisations are under more pressure to deliver frictionless customer experiences. Most businesses understand that improvements in customer experience have a direct effect on the bottom line and are key to business success. But making that happen is sometimes easier said than done.

In this discussion, we will explore the latest tech trends that are having an impact on customer experience in an omni-channel environment – and how businesses can best tap into these trends to reap the rewards.

The roundtable discussion will explore:

  • The Top CX trends impacting organisations and customer loyalty
  • How to build trust and create lasting connections with your customers with omnichannel customer engagement
  • The impact of CX Technologies including A.I and Chat Bots
  • Which companies are really providing a great customer experience and why.

What are some of the CX trends we can expect to see?

Growth in Self-ServiceForrester research shows that three out of four customers prefer self-service support to find their own answers. Thanks to machine learning and AI its easier than ever. The more that can be automated, the more power the customer has, which puts less pressure on customer service agents. Customers use self-service because they want quick answers to their questions. They want to be self-sufficient, they want a simple solution and they want it any time of the day or night. And most importantly – they want to get back what they were doing before their issue arose.

Mobile led cross-channel interaction – According to a recent Adobe report, 92 percent of respondents said the smartphone was their primary device. Smartphones have also overtaken computers as the preferred e-commerce source. Customers want to engage with customer service agents across many channels, including phone, email, chat, and web self-service, as well as social channels like peer-to-peer discussion forums, Facebook, and Twitter – all from their phones.

Customers also want to be able to start an interaction in one communication channel and continue it in another, without having to restart the conversation. A mobile-led, cross-channel integration is difficult to achieve and takes a solid architectural approach.

The importance of AI, machine learning and big data – Machine learning technology now has the power to amplify and extend the reach of data analytics to help solve customer service issues much more efficiently. Forward thinking businesses should be looking for ways to tap into the power of machine learning algorithms to provide customer service in the fastest, most convenient way possible.

Worker capabilities can be amplified by the information provided through machine learning, by arming customer service agents with a wealth of curated information at their fingertips.

Companies also have a wealth of customer data at their disposal but finally analytics tools are available that make it easy to mine that data and provide incredibly valuable insights. Combined with other data sources, the ability to effectively assess the ‘big picture’ means more informed decision making, faster response times, and overall better service.

How can Zendesk help organisations wanting to improve their customer experience?

Every business is grappling with CX in the face of the ‘expectation economy’. If businesses want to succeed online they need a holistic, data-driven omnichannel strategy that involves the whole company.

Most companies today provide some form of omnichannel experience, but they stumble in the execution. Companies with strong omnichannel customer engagement retain, on average, 90 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement.

Zendesk’s family of products allow businesses to be more reliable, flexible, and scalable. They help improve communication and make sense of massive amounts of data. Above all, they work together to help turn interactions into lasting relationships that are more meaningful, personal and productive.

Zendesk makes life simple for customer service agents by streamlining all communication – with Zendesk Support they can have all their customer information in one single location, so that all communication is efficient, relevant, and personal.

Zendesk recently launched Zendesk Guide which uses AI and machine learning to enable customer service agents to resolve inquiries with contextual insights – while also allowing customers to get the most relevant answers and information automatically for a fast self-service experience.

Zendesk Chat is also another tool that helps to build meaningful relationships – by allowing customers to talk to agents in real time, creating a personal connection with customers looking for support. It’s a fast and productive way to offer help, without interrupting their browsing flow.

 

About Rodney Moynihan
My focus is delivering sustainable high performance teams/communities, with a specific focus on the development and implementation of strategies that ensure consistent and predictive revenue and customer outcomes. Over the 18+ years I have delivered results in the complex and competitive IT landscape of business application/ERP/Cloud/Outsourcing transformation market place, executing through both direct and indirect (partner) channels.

As a regional IT Sales leader/professional, my successes has been build on strong market/industry knowledge, and a focus on leading organisational transformation/change which enables teams to be innovative, inspired and focused on delivering results for our customers and the organizations we represent.

About Zendesk
Zendesk was started in a Copenhagen loft by three friends who used an old kitchen door as a desk. They wanted to bring a bit of zen to the chaotic world of customer support. And they wanted to do it with software that was nice to look at and easy to use.

Since then, the company has grown. The software is now built all over the world, by a growing group of talented, charming people. The offices are bigger and we have real desks, but we’ve held on to the spirit with which we began: be genuine, listen to customers, and keep it beautifully simple.

Zendesk is software for better customer service. Businesses interact with customers every day across multiple channels like email, phone, live chat, and social media. Zendesk improves this customer experience by bringing all these interactions together in one beautifully simple platform, enabling you to respond faster to support tickets, improve satisfaction, and ultimately create a more meaningful, personal and productive relationship with your customers.

Interview with James Sampson, VP & General Manager, DataXu

 

What new product offering or messaging is DataXu looking to promote throughout Australia at the moment?
As device fragmentation increases, so has the industry’s adoption of cross-device technology. The proliferation of devices has made it harder – in fact, near impossible – for consumers to opt out across devices. DataXu’s OneView Technology allows brands to see and address the consumer rather than the device. A successful cross-device strategy should not be dictated by which data provider a brand uses, but rather by what’s most important to the brand’s overall cross-device approach. This can be considered in two key buckets: increasing scale versus ensuring accuracy, OneView aims at bringing together multiple data sources to offer several different cross-device settings, each tailored to maximize these marketing goals.

 

Supplementing OneView, DataXu’s comprehensive mobile performance suite brings together powerful machine learning and cross-device technologies as well as dozens of high quality mobile data provider and SDK integrations to allow advertisers to amplify first-party data across devices, drive higher quality app installs and engage both current and potential users at scale in a brand-safe and transparent way. Mobile Optimizer for Advertisers enables advertisers to drive and track new mobile conversions with unprecedented certainty and efficiency.

 

What differentiates the current suite of DataXu products from other organisations in the marketplace?
OneView is the only cross-device solution that blends multiple third-party data sources and provides choice and control for targeting. Rather than restricting an advertiser to a specific data provider, DataXu leverages a blend of third-party and in-house data to provide a choice of targeting settings that toggle between scale and accuracy. By creating a “graph-of-graphs, OneView enables more scale, coverage, and flexibility than any other solution available in market. It puts consumers and brands in control with optionality and brand safety at the forefront.

 

DataXu is 100% compliant with industry self-regulation to provide consumers with notice and choice to opt-out of behavioral advertising. Cross-device strategy addresses all geographical and industry privacy concerns to ensure consumers do not feel violated in any way. We are also committed to purchasing the highest quality inventory sources and formats on behalf of our customers, while continuing to lead the charge on transparency in digital media planning. We work on pre-bid and post-bid basis with specialized technology partners to detect questionable, low quality, unviewable or fraudulent inventory and eliminate it as necessary. Additionally, DataXu is constantly working to prune the supply chain to improve quality, brand safety, and viewability.

 

What does the future look like for an organisation looking to work with DataXu?
DataXu was founded on the premise that data science could help make marketing better. Not just more efficient for agencies or more profitable for brands, but also more personalized and engaging for consumers. In 2017, DataXu remains an open next-generation data science and marketing analytics platform that enables marketers to better understand and engage consumers in a programmatic world.

 

What do DataXu see as some of the key challenges facing senior Marketing executives within their space?
There was a time when the only “smart” attribute of a phone was the IQ of its user. In 2016, more than two decades later, 80% of internet users worldwide own and use a smartphone in addition to a desktop computer. Consumer gravitation towards multiple devices has led to tremendous fragmentation in consumer attention. It is harder than ever for brands to find and connect with engaged audiences. Cross-device tracking has quickly become the “Holy Grail” of digital advertising. At stake is the marketer’s ability to recognize the same consumer wherever he or she chooses to interact with a brand—whether that interaction occurs on a laptop, tablet, smartphone or connected TV. The ability to accurately target and track consumers across devices (“cross-device”) has become the key challenge for Marketing Executives to make-or-break marketing competency.

 

How do you see your position in the industry changing over the next 3-5 years?
History has shown that industry consolidation is a natural process and systematic market forces make it often possible to predict its evolution. The coming years are going to see some ad tech players disappear and others absorbed by consultancies or IT/mar-tech powerhouses. This consolidation is a necessary step of the industry life cycle. On the positive side, the reduction in vendors should help customers interested in ad-tech solutions to be less overwhelmed by an astoundingly vast and unorganized market offering. Our position is going to be focused on consolidating our solution and drive synergy between providers to best support the customers, work with all partners in the space to provide a seamless integrated solution addressing customer needs.

 

About James Sampson
Establishing DataXu’s regional HQ in Singapore, James is leading DataXu’s expansion efforts in the Asia-Pacific region, making it possible for multi-national brands to launch programmatic campaigns with deep understanding of their consumers on a truly global scale.

 

About DataXu
Founded out of MIT, DataXu’s Programmatic Marketing software enables marketers to better understand and engage customers across all available media formats, devices, channels, and buying modes. Powered by its patented Active Analytics® technology, DataXu’s #1 rated platform leverages big data science and analytics to drive better ROI. With fifteen offices in eleven countries, DataXu’s petabyte scale marketing cloud is powering the digital transformation of the world’s most valuable brands.

Closing the CXO Leaders Summit, Jason Juma-Ross on Eventually, Everything Connects

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Closing the CXO Leaders Summit Australia, is Jason Juma-Ross, Head of Technology and Communications for Facebook. Jason engaged the audience with discussing – ‘Eventually, Everything Connects’. Jason started the conversation by in the stating that the early years of the century have seen an unprecedented shift in the volume and quality of human connections. He explored this dynamic and recent influence on mobile communications and content. Jason drew out some implications for media, communications and creative industries before outlining where he thinks the trend will take us next.

Jason is Facebook’s ANZ’s Head of Technology, Entertainment & Comms. He focuses on commercialization of Facebook’s family of apps & services. He has deep, hands on experience in digital and mobile gained over 20 years work in the industry within enterprise, start-up and public sector organizations. Jason’s work has taken him to North America, Europe and the Asia-Pacific region where he focuses on the technology, media, and communications, sectors. His has worked closely with leading consumer technology, telcos, media, entertainment, music, and gaming companies. His core specialisation is digital growth and innovation, and he has a particular interest in analytics and machine intelligence. A passionate entrepreneur and innovator, Jason has been involved in the development of start-ups, mergers & acquisitions, and built several new businesses.

Panel Discussion speaks on Challenges around creating an omni-channel experience for a retail business

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The 2nd Annual CXO Leaders Summit hosts a Keynote Panel discussion on ‘Challenges around creating an omni-channel experience for a retail business’. Dominique Lamb, Director, Legal Division for the National Retail Association moderated this Keynote Panel Discussion. Dominique has an extensive experience providing industrial relations and employment law advice to a range of small, medium and large businesses across a range of industries. Dominique brings a level passion and motivation to her role which is hard to find. In 2011, she was awarded the Australian Institute of Management’s Young Gun of the Year Award. In her downtime, Dominique is a strong advocate for the Women’s Legal Service Queensland, as well as being involved in associated fundraisers.

The Panel was joined by Peter Ratcliffe, Head of Digital for the Retail Apparel Group. An accomplished IT & Digital senior executive with experience across a variety of industry sectors. I have spent the last 2 years in a pivotal role in heading up the Digital area for The Retail Apparel Group, home to the well known menswear brands – Tarocash, yd, Johnny Bigg and Connor. Leading a team of dedicated professionals, we successfully launched 4 menswear sites for the brands, all of which are achieving results beyond expectations. During this time, I also drove the Database Acquisition and CRM and Omni Channel strategy across all four brands.

Also joining the panel was Christian McGilloway, Head of Digital for Retail Zoo also was a panellist. A strategic, multidisciplinary developer with an eye for innovation Christian heads up the fastest growing department at Retail Zoo, responsible for all brands presence on the digital landscape. A digital native with over 14 years’ experience in the UK & US, having worked on variety of projects for clients including BBC, MTV, Barclays Bank and AAA Game developers.

Chaminda Ranasinghe, Head of Digital Sales and Marketing for ANZ was the final panellist. Chaminda is an accomplished eCommerce leader and strategic Digital Marketer with post-graduate qualifications and extensive experience in the financial services, automotive, computing, retail and consumer sectors. Having worked for a number of blue chip companies both in Australia and abroad, Chaminda has diverse experience at transforming organisations into innovative, profitable and market leading digital businesses across the globe. In his current position with ANZ, Chaminda is responsible for driving significant sales growth of ANZ products through the digital channel, leading the Digital marketing function and development of digital strategies including content strategy, effective SEO, SEM and Social media

Making Brands Clickable, Steven Sos from Shazam

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The 2nd Annual CXO Leaders Summit strives for innovation and provides attendees with reliable and thought-provoking presentations. We were proud to welcome Steven Sos, VP APJ from Shazam to speak on ‘Making Brands Clickable’. Steven spoke on how Shazam is making brand clickable and what are some of the best explain globally of marketers and brands using Shazam’s proprietary technology to do exactly that. Marketers all over the world continue to grapple with how to best link physical to digital in a world where the latter is becoming an increasingly  critical aspect of customer engagement and retention.

Steven is responsible for all commercial aspects of Shazam’s APAC operation. Drawing on over 20 years of experience in media sales across mobile, television, online, magazines and newspapers, Sos is responsible for the growth and expansion of the businesses core sales proposition, leveraging mobile technology to extend engagement from a brand’s traditional consumer touch points.

Prior to joining Shazam, Steven was with Mobile Embrace, one of Australia’s leading integrated mobile and digital communications companies as their Head of Sales. There, he helped build the Mobile Embrace brand from inception and drove sales revenue and solutions across three core competencies, including mobile advertising.

He also spent 12 years with Multi Channel Network, where he was responsible for maximising advertising revenue across 50 national STV channels and a multitude of channel and independent websites. During his tenure he was an early advocate and sales pioneer of their then fledgling digital interactive services offering.

Steven began his career in media sales working at News Corporation on The Australian Newspaper before moving to Fairfax Media to work on their stable of business magazines.

The Australian Marketing Institute holds a Panel Discussion on The Future of CX

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Kathy Hatzis, Former SVP and Head of Digital For Citi and The Chair of The Australian Marketing Institute (AMI) moderated the Panel discussion on the Second day on ‘The Future of CX’. CX is defined as “The new battleground for marketing organisations”. The Panel discussed how a recent study shows that perception of Australia and New Zealand organisations are lagging behind in customer experience delivery and with broad agreement that customers have never been more empowered, the study highlighted the crucial importance of customer experience as the new competitive frontier. The key findings that were taken away from the Panel was;

  • ‘The Experience Divide’ from the Marketer’s perceptive
  • Challenges facing professional marketers across ANZ in 2016
  • Four Key drivers and trends for Customer experience

Michelle Rossier, Marketing Manager for Electrolux sat on the panel. Michelle is an experienced Strategic Marketing Professional with a successful track record at both international and domestic levels across a wide range of high profile consumer markets and organisations primarily in ANZ and USA.

The Final panellist was Julie Toma, GM Marketing and Communications for Sonic Clinical Services which is the primary care division of Sonic Healthcare, an ASX Top 50 Company which delivers a comprehensive range of national healthcare services. Julie has significant experience on global strategic planning teams, Asia Pacific marketing strategy and new product development for leading corporations including Cochlear Limited, Kimberly-Clark and BD. Julie has a Bachelor of Applied Science (Biomedical) from the University of Technology, Sydney as well as a MBA majoring in Marketing Management from the Macquarie Graduate School of Management. Julie is also the Chair of the Australian Marketing Institute (AMI) NSW Committee and a Judge for the AMI Marketing Awards for Excellence. Specialties include business planning, marketing strategy, financial management, team leadership, product marketing, brand management, marketing communications, public relations, new business development, customer insight research, change management, innovation and stakeholder engagement.

General Manager, Martin Orliac for Annalect Consulting speaks on The Roadmap to Al Marketing

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General Manager, Martin Orliac for Annalect Consulting speaks on ‘The Roadmap to Al Marketing’. Martin opens the speaking session by stating that Innovation is key to the success in today’s fast paced competitive landscape with targets that are increasingly faster than budgets, but in this ever increasingly complex marketing ecosystem, companies are inevitably falling behind the curve.

Martin’s presentation allowed the audience to build a roadmap to bring their organisations to the data-driven artificial intelligence marketing era on these key areas

  • Leverage data to give you the best view of your prospects and customers
  • Use that data to influence your creative messaging
  • Put technology to work and reach your target audience
  • Implement technology to successfully automate your marketing engine

As the General Manager of Annalect Consulting, Martin helps companies deal with this intricate and ever-changing landscape. He taps into the team of advanced data scientists and expert technologists to develop the right data and technology solutions for each client depending on their needs. Martin also consults on digital transformation, innovation, automatisation and personalisation.

Rodd Martin, CEO for Smart Video Australia discusses How Smart Video Works

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Rodd Martin, CEO for Smart Video Australia discusses How Smart Video Works. Unlocking the value of organisations’ customer databases. Millions of customers can view their own personalised video on demand, in real time. Each video is dynamic – automatically customised using the latest customer data. Personalised video is the next crucial step in the evolutionary process of video content, and the move towards a more personalised approach to customer lifecycle management.

“One of the Only company in the world who can customise Audio in the world”.

Smart Video Australia is able to Personalise CX Programs for ASX Top 200 Organisations, enabling them to leverage the power of their customer data, and to transform their multi-channel experience journeys. Smart Video Australia Videos aren’t pre-rendered by created in real time, delivered on demand, driven by a data file. This allows companies to enhance the customer experience and capture metrics around the effectiveness of our campaigns.

Smart Video Australia offers a range of tailored solutions which range from Customer Acquisition, Retention, On-Boarding and Loyalty Programs, though a dynamic interactive Video Billing/Statements.  Smart Video Australia’s service is cutting edge and changing the way Companies engage with their Consumers. Personalised Video’s are the next evolution in Data-driven CX Marketing technology.

Steven Fitzjohn, Head of APJ from LivePerson discusses how the way we communicate has changed

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Steven Fitzjohn, Head of APJ from LivePerson discusses how the way we communicate with each other has changed; We are much more likely to use technologies like SMS, Whatsapp, Twitter or Facebook opposed to picking up the phone or even writing an email.

During the session, the audience was engaged and learnt about;

  • What the digitally engaged customer expects from your brand,
  • How you can differentiate your brand by leveraging new technology
  • Why the right engagement for the right customer is crucial to delivering an exceptional customer experience
  • The difference between just “having a chat” and implementing an intelligent customer engagement programme

Steven discussed the trend towards message-based communication is now extending to the way that consumers are interacting with their brands. Although, there is still a significant gap between how businesses allow their customers to contact them and what consumers want. Steven continued on by explaining Why messaging is the future of customer engagement and how it is having a positive affect your bottom line.

Steven started the session strong by explaining that “77% of the Australian population use mobile phones for sending text messages and setting alarm clocks”.

Steven has more than 20 years experience in the Australian IT and Telecommunications market with a focus on providing business driven outcomes facilitated by technology, serving in a range of leadership roles and start up businesses.

Steven is currently APAC’s Regional VP, based in Melbourne, responsible for LivePerson’s business throughout the Asia Pacific Region (NASDAQ:LPSN), providing advanced, cloud based digital engagement services such as chat, mobile messaging, collaboration, content presentation for a range of Enterprise customers such as Telstra, CBA, Westpac, ANZ, NAB, Medibank, Qantas, Singtel among many other large local brands. Liveperson are the market leader with over 18,000 global customers, have been established for over 20 years with local data centers in Melbourne and Sydney.

Earlier during the dot.com boom Steven helped set up and manage a range of startup business’s including an Internet Service Provider (ISP), Web design company, Energy Conservation Tech company. Other experience includes State Sales Manager AAPT, Southern Regional Manager for VeCommerce and a 2 year stint in the UK as National Sales Manager for Telephonetics providing Speech Automation and Voice Biometric systems.

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