“No matter how much money you spend on advertising, you can’t convince customers that you provide better experiences than you do.”

This is one of my favorite quotes from Customer Experience guru Bruce Temkin. It features prominently in my Customer Experience is the New Marketing presentation, which I delivered at Alex Allwood’s Customer Experience is the Brand book launch on June 29 in Sydney and again, in an updated form, on December 14 to a CIO-CMO audience assembled by IDG Communications, the publishers of ComputerWorld  and CMO Magazine, also in Sydney:

Here is the slide deck:


A strategic marketing executive with extensive experience delivering business results for Ansell Healthcare, Mercedes-Benz, consultancies and organisations in Australia, Asia and Europe. Leading-edge skills built around the fundamental principle that, in an era of rapid product and service commoditization, the customer experience matters and is a key driver of competitive advantage. Fully cognizant of the need to synchronize processes, business technology and people to ensure that brand promises are mirrored by reinforcing brand actions. Thrives in “can do”, values-driven organisations which are committed to consumer-focused innovation and making a difference by thinking strategically but acting pragmatically. An accomplished, collaborative business leader and communicator with excellent interpersonal and public speaking capabilities. Key strengths: • Building influence across the business • Harnessing emerging customer trends • Thriving on market and technology change • Differentiating the brand experience • Optimizing the marketing and media mix • Creating and nurturing high-performance teams and relationships Specialties Assets and transferable skills include leadership, strategy development, project management, technology utilization, business process improvement, performance metrics and public speaking. Email: mitchell_mackey@hotmail.com