Suzy discussed how Australian organisations suffer from lackluster customer experiences.This workshop used Forrester methodology and case studies to consider what makes a good experience, why so many of our experiences are relatively neutral, and what organisations can do to breathe new life into managing customer journeys to create great customer experiences.
Suzy, Melbourne-based, is a Senior Consultant for Forrester’s APAC Consulting practice and leads consulting in Australia/New Zealand. She has 20+ years of experience as a management consultant, helping clients improve and manage their customers’ experiences in order to add value to their business results. She is a project manager and business advisory consultant focused on digital and customer strategy, customer experience, and customer operations.
Suzy takes a customer lens to organisations’ business capabilities & processes, resulting in customer-centric outcomes that drive better business performance.