My purpose is to make every interaction count.
I caught fire CX’ing with my passion for Customer Experience and compassion for people.
I have a deep desire to make a real difference that impacts the world one interaction at a time, one customer at a time, one person at a time. I wake up every morning to listen, understand and inspire action to change experiences, no matter how great or how small.
With 30+ years banking experience across multi-functions and levels. I am now in my best job ever - Executive Customer Experience Measurement & Management.
I’m told that I need 3 bones for this job - the first one is a BACKBONE - I’m going to have to be bold, be brave and be steadfast to redesign what and how we do from the outside IN. The second bone is a WISHBONE - to wish for what may seem impossible but is necessary to become obsessed with our customers. The third bone is a FUNNY BONE - not everyone is going to like my new role as chief customer irritant (CCI) so I’ll have to laugh some of it off...
It is my intention (and passion) to harness the power of putting the customer at the centre of who we are and what we do and to ensure that we make everyday life experiences LASTING experiences for our customers. Every decision we make in our business we will need to consider four voices (i) the voice of our customer; (ii) the voice of our people; (iii) the voice of process and (iv) the voice of delivery!
Winner of the highly coveted Nedbank CEO Award for 2014 presented in 2015 following a 5-year turnaround strategy of a flailing business.
TOP 20 finalist of the Global CX Leader of the year - 2022