Customer Experience - Keeping It Relevant

Sep 11
Innovation and Technology and its impact on Customer Experience


The understanding that organisations need to build, or renovate, around their customers has become more and more prevalent over the past 12 months, with Innovation and Technology playing a major part in enabling this shift. This is only likely to continue as customers form a greater understanding of their expectations, and of the choices that may be in the market.

Customer experience should be at the heart of the multitude of projects  and transformations impacting businesses and customers across Victoria. From transforming the State’s infrastructure, to organisational changes, to digital transformations, this event will look at whether this is the case, how customer experience can be maintained, delivered and enhanced upon throughout a project’s lifecycle regardless of industry.

Student Members $0 | Members $45 | Non-members $59
CPD: 4 Points


Rose Naughton

Portfolio Director, Health Hub, Ambulance Victoria

An experienced executive focussed on transforming organisations and enhancing team dynamics, Rose has led government and commercial start-ups, amalgamations, reform programs across education, training, transport, building and planning, emergency services and retail sectors. Rose has built organisational capability, fostered innovation, and excellence and has mentored and developed high performing teams.

As the Portfolio Director in Ambulance Victoria’s Transformation and Strategy Division, Rose led the State Government’s $500m package to improve ambulance response times through a variety of measures, ensuring the focus from the first call is getting the right ambulance to the right patient at the right time.  Rose now leads a portfolio for the first Ambulance Health Hub in Victoria, building an operating model and framework for high quality coordinated and integrated patient care according to the needs and wishes of the patient.

Tony Hillson Director of Innovation, Cap Gemini 

Tony is an experienced CX and Design leader with over 15 years experience in New Zealand and Australia.  He is passionate about ensuring that sustainable Customer value is truely at the heart of any strategy, transformation or innovation programme, as well helping organisations to build their ability to execute customer-led design and delivery.  His work includes CX, Design and Innovation Strategy, Value Proposition Design, new Product and Service Design as well as tacticalService Improvement across all channels.

Tony directed a Service Design agency for 8 years servicing over 40 clients, operated as a CX Consultant for 5 years and been an enterprise Project & Programme Manager for 7 years across Banking, Aviation, Energy, Startup, Insurance and Education.  He mentors other CX Professionals as a CX Expert for CXPA, is certified as a CX Professional and is currently Design Director for Melbourne.

Ana Marinkovic

GM Business Bank Support, National Australia Bank

With a unique blend of delivering complex technology programs, managing large P&L businesses and having worked on some of the most innovative fintech initiatives in the market, Ana is currently the GM Business Bank Support at NAB.  In her prior roles she led transformations at Opteon, Australia’s biggest provider of property valuation services and at VMIA, government owned largest general insurer in southern hemisphere.  At ANZ as Head of Transformation, Change Management and Transformation Delivery for ANZ’s ‘new ways of working’ enterprise-wide program, she worked on what many analysts have deemed the most ambitious corporate transformation in Australia’s history.  Throughout her career in financial services, Ana has held a number of senior roles across consumer and commercial banking, portfolio management, business set up, strategy, marketing, retention, digitisation and product development. 

Rose Naughton

Tony Hillson

Ana Marinkovic

Event Partner

Project Resource Partners