Ashton Media

The afternoon sessions at Customer 360 Symposium kept the momentum going!   First up, an all-star panel tackled the big question: how do we bridge the gap between customer experience and business performance? Moderated by Michael Dominish from McDonald's, the discussion featured insights from Natalie Sargeant (icare NSW), Vida Asrina Dhulst (Medibank), Matt Prowse (Bupa), and Tom Lobban (Tabcorp).   Then, Alexander Mahr from Coveo took the stage for a compelling partner keynote on GenAI, showing how leading brands are already using it to drive high-impact CX transformation.   Two sessions, tons of actionable insight. The future of CX is here!   #Customer360Sym #GoWhereTheLeadersAre

The partner breakout sessions at the Customer 360 Symposium yesterday delivered more innovative insights!   Brad Meehan from Strativity APAC showed how design and tech can work hand-in-hand to create personalised experiences.   Matt Morgan and Carly Pelham from lowercase advisory explored how AI-powered insights can close the gap between employees and customers.   Mark Vaughan from Mitre 10 (New Zealand) Limited, alongside Thematic, shared how they're using customer feedback to humanise hardware and drive action.   Stephen McNabb , formerly of Suncorp Group, supported by InMoment, unpacked the concept of 'CX Elasticity' – and how it can help guide the executive agenda.   Big thanks to our incredible partners and speakers for keeping the ideas flowing!   #Customer360Sym #GoWhereTheLeadersAre

CX insight was in full swing yesterday morning at the Customer 360 Symposium, with two standout sessions from Air New Zealand and Telstra.   Jeremy Todd from Air New Zealand explored what modern customer insights programmes really need to look like – and how they can help us better connect with customers while driving business performance.   Meanwhile Samantha Ezra from Telstra gave us a fresh perspective on ‘CX Fitness’ – showing how internal capability can make or break CX efforts at scale.   Incredible takeaways from both sessions!   #Customer360Sym #GoWhereTheLeadersAre

Another great keynote from the Customer 360 Symposium yesterday morning, taking an in-depth look at journey-led transformation with Jeremy Duffin and Melanie Scott from ASB Bank, thanks to Medallia. They shared how ASB Bank evolved from an NPS-based approach to a comprehensive customer journey framework - tracking over 100 stages across 19 products - to spot broken touchpoints and focus on strategic investments.   An incredible session - and there’s still plenty of insight to come today!   #Customer360Sym #GoWhereTheLeadersAre #ASBBank #Medallia

Last night at the Customer 360 Symposium was sensational! The energy, conversation, and connections truly set the tone for an incredible event. We loved seeing so many passionate professionals come together, sparking ideas and building lasting relationships. Stay tuned as today unfolds with more opportunities to learn, connect, and be inspired! #Customer360Sym #GoWhereTheLeadersAre

We're proud to introduce our first international keynote speaker at L&D Symposium 2025 (12-13 June)!   Please welcome to the stage Kathleen Mattie, Executive Director of Global Learning and Leadership Development at Estée Lauder.   Kathleen will share insights on "What to Expect When You’re Expecting to Build a Skills-Based Organisation" - exploring the importance of prioritising the soft skills - such as leadership, accountability, and ownership - that are essential in driving business success.    Are you attending? Follow the link in the comments to secure your spot!   #LDSymposium #GoWhereTheLeadersAre

It was such a pleasure to have a conversation with Tomas Haffenden on the ‘Mistakes that Shaped Me’ podcast … Where we cover how to use creativity & joy for problem solving and the importance of planting seeds and democratising ideas when it comes to CX Capability as we play a critical role in connecting people to what’s really happening with customers! …. Thanks so much for including me in the series Customer Collective by Ashton Media and Stacey Goater 🙏 It was a great conversation!

Congratulations to the winners of the 2025 CX Awards! Your dedication to exceptional customer experience sets new industry standards. Congratulations to the winner of the 'Best CX Transformation' award - PEXA! PEXA plays a pivotal role in the Aussie dream of home ownership, helping ‘connect people to place’. Over the past 5-years PEXA has embraced a CX-first strategy to revolutionise the property settlement experience, by evolving feedback collection, implementing AI-driven insights, enhancing the PEXA platform and transforming support services and channels. Your achievements inspire us all to strive for excellence in customer experience. Here's to your continued success!   #TheCXAwards #GoWhereTheLeadersAre

Do you feel like leadership is one long lesson in trial and error? You’re not alone. In the latest episode of The Mistakes That Shaped Me, Janett Egber, Lead of CX Capability at Medibank, gets honest about the defining moments, failures, breakthroughs, and unexpected twists that shaped her into the leader she is today. We loved this episode. Thank you to Janett Egber for being a fabulous guest, and as always, thanks to our host, Tomas Haffenden. Listen wherever you get your podcasts! #TheMistakesThatShapedMe #GoWhereTheLeadersAre

The Ashton Media team hit the streets of Sydney last week, armed with litter pickers and reusable buckets, to do our bit for Clean Up Australia Day! 🌱   It was a great chance to step away from our desks and give back to the community - making a difference to the environment right outside our doors.   Big thanks to Clean Up Australia Ltd for inspiring people everywhere to take action!   #CleanUpAustraliaDay #TeamAshtonMedia