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Speakers 
 Mr James Ajaka,
Director fo Sales and Marketing,
Nudie Foods
As the nudie Sales & Marketing Director, James has greatly enjoyed the wild journey and the challenge of building a national brand from scratch with very little money, a great team and loads of fun. James has 8 years marketing experience including working with World Boxing Champion Kostya Tszyu. During the time he worked with Kostya he developed and launched the Tszyu Crew & KT Boxing brand in Australia, North America and Russia along with Kostya's DVD with Sony, book with ABC publications, clothing range with Rebel Sports and memorabilia line with The Helping Hand Group.
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 Ms Sue Bailey,
Product Marketing Director,
Virgin Mobile
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Mr Joe Baladi,
CEO,
JOSEPH …on brands
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 Mr Greg Booker,
General Manager, CRM,
St George Bank
Greg has worked in the IT Industry for 27 years with a focus in the Financial Sector. In work here and in Europe and the US he has worked for IBM, CSC, and various FI’s including ANZ, Bank of Melbourne, Standard Chartered (HK), and Bank One. His current role is as the head of Group Architecture and IT Strategy at St George bank, a position he has held for the last 4 years. He has a Masters of Management and an MBA obtained at he the Macquarie Graduate School of Management.
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Mr Peng Sum Choe,
Chief Operating Officer,
Fraser Serviced Residences Pte Ltd
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 Neville Fielke,
Chief Marketing Officer,
Fosters Australia
Neville Fielke was appointed to this role in November 2003. Neville brings to Foster’s more than 20 years experience within the consumer goods sector including 7 years as CEO of HJ Heinz businesses in Australia, New Zealand and Japan regions. Neville’s responsibility is to build Foster’s dedicated strategic planning function and to help drive the Company’s next era of global profitable growth. Also Wine Clubs & Services global operational responsibility has been added to bring focus and turnaround performance of this specialist channel.
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Mr Peter Flavel,
Global Head,
Standard Chartered Bank
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 Mr Nicholas Giurietto,
Head of ME & Corporate Marketing,
AAPT
Nicholas leads AAPT’s marketing initiatives focusing on the demanding Medium Enterprise and Corporate markets.He has responsibility both for the retention and growth of existing customers and acquisition of new customers. Since his appointment in April 2004, Nicholas has exploited his background in customer service and customer loyalty to go beyond an initial focus on the basic 'hygiene' factors of customer satisfaction to an emphasis on delivering genuine value by assisting customers to achieve measurable business productivity improvements. A measurable improvement in capability offered to existing customers has not only reduced customer churn but become the foundation for a credible acquisition promise to new customers. Nicholas has held various roles in the telecommunications industry for more than 10 years including the position of London-based Director of Customer Loyalty for Cable & Wireless Global.
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Ms Chee Kong Goh,
VP, Corporate marketing and communications,
SMRT
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Mr John Graieg,
IT Manager - New Zealand,
Fisher & Paykel
John has worked within the IT industry for nearly twenty years and has spent the past 8 with the Australian Fisher & Paykel IT department.He has held numerous roles within the IT division of the business, both in Australia and New Zealand. These positions include; Australian IT Manager & Global Networks and Communications Manager. As National Operations Manager - Customer Services Australia, John is directly responsible for Service Administration, Service Systems buisness improvement projects and the Australian Spare Parts division.
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Mrs Pattie Grimm,
Senior Customer & Partner Experience Manager,
Microsoft
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Mr Matthew Groskorth,
Marketing Manager, Asia Pacific,
Ansell Healthcare
Matthew started his career with a variety of Sales, Trade Marketing and Marketing roles with Unilever in both Australia and New Zealand. He moved to L'Oréal in 1995 and worked as Marketing Manager in both the Salon and Consumer divisions. Matthew has worked with Ansell for over 2 years, in that time gaining unique insights to the condom-buying public and translating those learnings into brand relaunches, unique advertising, and introducing major innovations to the condom market.
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Andrew Harris,
ICSP Customer Service Finalist,
Virgin Money
ICSP Customer Service Champion and Finalist for their Outstanding International Service Award, Andrew Harris is one emerging, dynamic presenter.
A familiar face on Mornings with Kerrie Anne and Good Morning Australia, Andrew regularly presents direct sales campaigns for the award winning Virgin Credit Card. Currently working for Virgin Money he has worked across both PR/Promotions and Corporate Training spectrums.
Andrew’s engaging presenting style has been finetuned through working in PR and Marketing for some of the world’s leading brands including: the BBC, FOXTEL, Sony Music, Sydney Theatre Company and The Department of Foreign Affairs.
As a Customer Service Ambassador, he regularly participates in community events including: speaking at World AIDS Day, facilitating workshops for the NSW Department of Health, encouraging youth participation within the arts at an advisory level and is an active member of the ICSP State Advisory Board.
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 Mr Brad Keeling,
Co-Founder and Head of Marketing,
Slice Wireless
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 Julia King,
Director,
Opera Australia, Non-Executive Director of Servcorp Ltd and John Fairfax Holdings, Former CEO, LVMH Fashion Group
Julia King is certainly a businesswoman with flair.A Director of Opera Australia since 2001, and a Non-Exec Director of Servcorp Ltd (since 1999) and John Fairfax Holdings Ltd (since 1995). Julia is the former Chief Executive of LVMH Fashion Group Oceania and has been a Director of a number of companies, including International Wool Secretariat and was on the Committee for the restructure of the wool industry in 1998, MMI Insurance group, Country Road Clothing Pty Ltd, and Australia National Railways.Julia has wide experience in media and marketing and was with Lintas Sydney from 1980 to 1989, including her role as Managing Director from 1986 – 89. In 1991 Julia was named Business Review Weekly's Marketing Person of the Year.Julia has been a board member of Heide (Museum of Modern Art) since 1994. Other roles include being a board member of Sydney Dance Company and a Member of the Expert Panel Best Practice Program in 1995.
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Ms Edith Lai,
Co-owner of Saint Julien - Le Restaurant,
Saint Julien - Le Restaurant
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Mrs Vanessa Lam-Ong,
Founder and CEO,
Voxy Global
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 Mr Bill Lang,
CEO,
Bill Lang International
Bill Lang International is a global provider skill development services, business performance systems and online mentoring to increase people’s fulfilment and success at work. The solutions are used globally by client organisations in their delivery of superior service and sales encounters to over 10 million customers. Prior to founding Bill Lang International, Bill worked with KPMG, AXA, Macquarie Bank and McKinsey & Company. In 1999 he co-founded the ISP technology company Sharinga Networks Inc in Silicon Valley. Bill holds a MBA from Harvard and is the creator of the 8 Skills for Career SuccessTM, Scores on the BoardTM, Winning the Career You DeserveTM and the Career Success TV series on Foxtel.
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Dr Charles Lawoko,
Former Head of Cross Marketing & CRM,
National Australia Bank
Dr. Charles Lawoko has been involved in customer analytics and/or CRM arena for well over a decade, and is now an independent CRM consultant, providing strategic and operational advice to companies who are implementing CRM capabilities, or are interested in leveraging customer information (via segmentation, datawarehousing , events triggers, database marketing, sophisticated analytics, etc). His advice about CRM-related matters have been sought by global and local companies, and Australian government departments. His views have also been reported widely in magazines and journals such as Business Review Weekly, CFO Magazine, The Asian Banker Journal, Inside 1to1 (Peppers & Rogers publication), Teradata Magazine, Chief Officer Magazine, and several Australian daily newspapers.
Until December 2005, Charles was the Head Of Cross-Marketing & CRM at the National Australia Bank (NAB), which is a $50B global financial services company with operations in Australia, UK, Asia and New Zealand. In that role, Charles was responsible for driving the cross-marketing and CRM agenda for the Australian operation of NAB. From late 2002 to 2005, he was in charge of the day to day management of NAB’s world-class CRM and database marketing capability, new developments/improvements, and also supporting NAB’s global CRM infrastructure and developments. This capability has won several international awards, and generated billions of dollars in new business annually. For example, NAB generated $9.5B in new business from this capability in 2003/04 (NAB Public Media Release, December 2003).
Charles has a strong background in data analytics and CRM operations and developments. After obtaining his PhD in Statistical Pattern Recognition, Charles worked in academia for several years at universities in Australia, New Zealand and USA, prior to working for IAG Insurance (formerly NRMA Insurance), and then NAB from 1999. He was also a consultant to financial services, insurance and pharmaceutical industries during his academic career.
Charles has published and/or presented over fifty articles in international journals and conferences in the areas of data mining, statistical pattern recognition and CRM.
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 Mr Frank Liebeskind,
Principal Director, Developing Directions,
Developing Directions
Frank has many years of experience in customer management and loyalty in Australia and in Asia, for businesses ranging from insurance to B2B and B2C.. As Pinpoint’s Chief Operating Officer, Frank was responsible for Pinpoint’s Information Technology, Rewards Services and Customer Services providing a 200 seat call centre and a large fulfillment/warehouse/distribution operation. Under Frank’s operational management, Pinpoint provided customer management in many ways, from call centre to CRM to targeted marketing and branding. These services were provided on behalf of clients (Banks), and to its own businesses, ranging from travel to entertainment to bestbuys and etailing.
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Mr Michael Ma,
Group CEO, IndoChine Bar and Restaurant Group, Singapore,
Indochine
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Mr David Marshall,
Executive General Manager, Retail Service and Sales,
Commonwealth Bank
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 Mr David McCaughan,
Executive Vice President and Director of Strategic Planning,
McCann-Erickson Japan
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Mr Thomas Meier,
General Manager,
Raffles The Plaza
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Mr Darrell Mertzger,
CEO,
Sentosa Leisure Group
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 Peter Monk,
Business Transformation Outsourcing Leader,
IBM
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Mr Allan Ng,
Director, After Sales Operations,
Cycle & Carriage
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Mr Money Ngoh,
Author of the book “Mystery Shopping” & Director,,
Mystery Shopping Pte Ltd, Singapore
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 Ms Tricia Olsen,
CEO and Founder,
ICSP International Customer Service Professionals
Tricia is a dynamic and inspirational speaker with a passion for Customer Service like no other International Speaker, CEO & Founder of International Customer Service Professionals (ICSP) as well as Managing Director of P I Learning International. Tricia promotes excellent customer service standards and is educating Australian businesses to enable them to successfully compete in the growing Global market. With a well earned reputation in the design, and delivery of world class programs.
Tricia’s presentations have been acclaimed throughout the service industry including Banking, Airlines, Retail and the Media. Tricia’s approach to speaking is exciting and highly inspirational, creating an atmosphere of total audience involvement.
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 Mr Tyronne O'Neil,
General Manager, Customer Relationship,
Vodafone
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 Ms Vicky Papachristos,
National Manager, Customer Strategy and Loyalty,
Myer
Vicky currently runs Customer Strategy & Loyalty for Myer. She is responsible for the MYER one program, financial products, FlyBuys, customer strategy & engagement, web and online business and market research.Prior to CML, Vicky worked for Visa International in Australia and for SOCOG. As General Manager Marketing, Paralympics, Vicky developed and executed the sales and marketing strategy – executed the brand and advertising program and secured over $70m in revenue from sponsorships and fund raising activities. Vicky also has a strong background in Banking and Finance where she managed and launched major Loyalty card programs for Westpac – the GM Card & and the Global Rewards Visa (the Ansett frequent flyer credit card).
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 Mr Geoff Parmenter,
Head of Marketing and Strategy,
Football Federation Australia
Born in Japan and educated in Australia, South Africa and the UK, Geoff began his career with a stint in advertising at Young & Rubicam Europe in London. In 1990 Geoff joined a small PR and events company, Rushman Communications, to head up a media management and accreditation operation, initially for Rugby World Cup 1991. Over the following five years, Geoff managed media, PR, accreditation and planning projects for Rushmans on events such as the Scottish Open Golf, World Masters Games (Brisbane) in 1994, FIFA World Cup (USA) in 1994, Rugby World Cup (South Africa) in 1995, and the European Football Championships (England) in 1996. Returning home to Australia in 1996, Geoff joined SOCOG where he ran the Accreditation Programs for the Olympic and Paralympic Games. He also consulted to the Rugby World Cup 1999 and Manchester 2002 Organising Committees during this time. Straight after the Games, Geoff joined the Australian Rugby Union, initially as General Manager for the Rugby World Cup 2003 project, but from 2002 heading up a new Marketing and Strategy division, with responsibility for strategic planning and developing the Australian Rugby brand while marketing Rugby World Cup 2003. In mid-2004 Geoff took up his current role as Head of Marketing and Strategy for the new Football Federation Australia. Geoff is married with four young children.
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Mr Paul Pei,
Director of Sales and Marketing,
Ocean Park
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 Mr Stuart Poignand,
Marketing Manager,
Canon
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 Ms Claudia Rinaldi,
General Manager, Corporate Sales and Marketing,
3M
Claudia commenced her career at 3M Australia in 1984 in marketing before moving to the pharmaceutical industry. Since rejoining 3M in 1993, Claudia has had a number of roles in both the marketing and sales discipline, across a number of different 3M businesses including safety, signage, medical, consumer and office products. For the last five years, Claudia has been heavily involved in the implementation and improvement of the business processes around managing customer relationships, in particular the successful execution of a common tool across multiple businesses units.
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Mr Alexander Rittweger,
CEO,
Loyalty Partner
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 Mr Gavin Scholes,
CEO,
1300 Australia
Commencing his Sales and Marketing career in 1984 with Corporate Express, Gavin was responsible for the marketing brand strategy and the Australian launch of the company.Having spent a great deal of time both working and holidaying in the USA he identified a major weakness in the way Australians went to market with phone numbers. In 1998 he started 1300Marketing a company totally designed to give Australian businesses the opportunity to use PhoneWords. Six years were spent developing strategies for the Australian market, this included lobbying of the Australian government. Gavin remains CEO of the business and is regarded as Australia’s leading expert on the marketing value PhoneWords deliver.
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Mr Zyron Schoniwitz,
General Manager,
Mortons
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 Mr Ralph Simpfendorfer,
President, SOCAP and Managing Director,
TMI
Ralph is the owner and Managing Director of TMI Australia. Ralph started with TMI in 1983 before taking ownership of the company in 1991. Prior to this, Ralph held a number of senior management positions in Customer Service, Marketing and Finance both here in Australia and internationally. Ralph was also largely responsible for the global development of TMI’s Complaints Culture Survey which has now been running for over 6 years and has added substantially to the organisation’s expertise in this area. Outside of TMI, Ralph is actively engaged with a number of business associations including being a key member of SOCAP (The Society of Consumer Affairs Professionals), where he has been a board member for the past five years and currently heads their Thought Leadership Committee.
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 Naomi Simson,
CEO,
Red Balloon Days
Naomi is passionate about pleasure, recognising that if the average life has 27,610 days, how many are truly amazing? She worked in corporate marketing for most of her career holding positions with IBM in New York at World Trade Headquarters, and in Denmark for a leading PC distributor, Compudan (subsidiary of EAC). Naomi has also held senior marketing positions with Apple Computer Australia and Ansett Australia. From its beginnings as a hobby business on the side in 2001, Naomi has built RedBalloon Days into a trans-Tasman success story, providing hundreds of corporate programs and thousands of great days out every month. More than 50,000 people have enjoyed a RedBalloon Days experience. RedBalloon has been acknowledged as #10 in the BRW fastest growing start ups, as the winner of the 2004 Hitwise award for the most online visitors in the gifts and flowers category, and recently as a finalist in the NSW Telstra awards and the My Business awards.
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 Mr Matt Tapper,
Director for Independent Customers,
Lion Nathan
Matt has built a 15 year career in marketing across the UK, Australia and New Zealand off a finance & accounting base. Working within the FMCG industry; initially with MARS Inc., Matt Tapper has been with Lion Nathan for the last 8 years. Prior to moving into National Sales 12 months ago, he was the acting National Marketing Director for Lion Nathan Australia. Keen to build on his broader business management capability, Matt made the move into the National Sales Team and is currently the Director for Independent Customers for Lion Nathan Australia, at a time of fast paced customer consolidation.
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 Ms Jennifer Tejada,
Former Chief Marketing Officer,
AAPT
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Mr Dennis Wee,
Founder and CEO,
Dennis Wee Group
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Mr Michael Weissman,
Co-author of The Paradox of Excellence, President,
Fresh Perspectives
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 Ms Sharon Williams,
Managing Director,
Taurus Marketing
Sharon is Founder and Managing Director of Taurus, a boutique Marketing, Creative and PR agency based in Sydney, specialising in the Information Technology (IT), Finance and Professional Service sectors. Taurus offers unparalleled levels of personalised service to leading household names such as KAZ Group, Telstra and QBE Insurance. Sharon’s vision for Taurus is to build on current success and provide practical, smart marketing expertise to CEOs in the Business to Business (B2B) arena.
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 Ms Belinda Yabsley,
Marketing and Customer Relationship Manager,
Mercedes-Benz of Sydney
Known in Australia as “Miss Mercedes,” Belinda Yabsley holds several national sales records including selling the most cars in a year. She also achieved much-publicised recognition within the Australian Motor Vehicle Industry in 2004, when she sold the first customised luxury Mercedes Benz Maybach Saloon for $1million. At 31, Belinda Yabsley is Mercedes-Benz Australia’s leading sales consultant, and has built a laudable reputation for innovation in the art of customer relationship management. Recognised as having a ‘Midas touch’ for connecting with and inspiring people, she is dedicated to mentoring and sharing her network with her favourite charities.
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Ms Sue Zerk,
Marketing Director,
20th Century Fox
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