Leadership @Customer Experience Management Conference

IQPC: Customer Experience Conference and Leadership

This week I attended the IQPC Customer Experience Management Conference in Sydney. I was fortunate enough to be invited to be a guest speaker during the Focus Day on Monday and many other speakers have shared their thoughts and presentations over the three days.

Although the conference theme was based around Customer Experience, there have been many great quotes and comments regarding leadership, business and culture that are worth sharing. This blog highlights a few of the key points that I felt were most relevant and resonated with my own values and passions.

Thank you to all the speakers for sharing!

  • How are you choosing to challenge what has been done previously? Don’t accept the reasonable reasons from the past.
  • Our employees want to know their leaders and what they care about.

Gordon Ballantyne, Telstra


  • Leadership cannot be outsourced to HR.
  • Be disciplined: celebrate short-term but don’t forget your ultimate goal.

Dirk Hofman, Nokia


  • The empowered customer is now in control of the business relationship.
  • 90% of effort is used collecting and collating data and 10% actually using it – it should be the other way around.

Peter Harris, Vision Critical


  • Question the initial question to truly understand the business problem.
  • Team composition is most important. A lack of a balanced mix is one of the core reasons projects fail.

Mark Nealy, ThoughtWorks


  • Most organisations and leaders only spend around 20% of their time adding value to the customer.
  • The fundamental mission of business should not be about profit, but rather value creation.

Dr Shayne Silcox, Melville Council


  • Businesses have to deliver good service to earn the right to sell to customers.

Andrew Pearce, National Australia Bank


Filed under Culture, Employee Engagement, Leadership

4 responses to “Leadership @Customer Experience Management Conference

  1. Thanks for sharing these nuggets, Steve. It’s amazing how it is possible to distil hours of presentation into really valuable sound-bites that have meaning far across the globe.
    I particularly liked – “How are you choosing to challenge what has been done previously?”. We see this all too often and it reminds me so well of the quote “Insanity is doing the same thing over and over again but expecting different results”. (possibly Einstein?)
    I also like “Question the initial question to truly understand the business problem”. Again, this reminds me of an Einstein nugget which was “If I had an hour to solve a problem and my life
    depended on the solution, I would spend the first 55 minutes determining the proper question to ask, for once I know the proper question, I could solve the problem in less than five minutes.”


    • Thanks for your reply and comments. The conference offered much in the way of content and learning however I found it interesting that an ‘unplanned’ theme of leadership and the need to engage from the top-down when influencing cultures became prevalent. Steve


  2. Pingback: Leadership, Employee Engagement and Customer Service (Part 1) « CoachStation

  3. Dakota Keyser

    Experienced customer experience management begins with Measure CP.


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