Best of the best in customer experience presenting at AIMIA’s February forum

I’m chairing an AIMIA event – Digital Future: Creating a Customer-centred Culture on Thursday, 24th Feb, 2011. 

I’ve chaired a few of these forums before and thought it was time to really shake things up a bit and actually teach businesses how to build a customer centred culture. It’s not easy, and I have bought together 4 of the best from the biggest media companies, banks, Government departments and telcos in Australia and The World. 

  • Chris Khalil, Director of User Experience, News Digital Media
  • Rod Farmer, Director – Research & Strategy, Mobile Experience (prev of Hutchison Telecoms)
  • Ian Muir, Chief Experience Officer, Westpac
  • Faruk Avdi, Online Communication Manager, NSW Dept of Education and Training

They will share with you the ups and downs of CX in modern businesses.  Providing frameworks and examples of how you can manage this transition for yourself, no matter the size of your business.



24 February | Sydney

Register Here!


Many businesses are beginning to understand the value of involving customers in the digital design process. However, changing a business culture is not easy, it requires a thoughtful strategy, creative thinking and patience.

Many organisations have fully come to terms with this reality and, over time, have created entire customer centred design teams that not only focus on digital projects, but even have pivotal roles in new product design.

Come to AIMIA’s next Customer Experience Forum and learn from large and small organisations that are successfully making this transition.


  • The pitfalls of running a customer experience team
  • How to convince the executive of the value of changing the business processes at the centre of digital design
  • What to do when you can’t find customer experience staff
  • What customer experience techniques to use in different situations
  • Balancing the needs of technology and business
  • Leveraging customer centred design across platforms
  • Customer centred product design.

Event Details:

Date: Thursday, 24th February 2011

Venue: KPMG Auditorium

Address: 10 Shelley Street, Sydney


09:30am Registration & networking

10:00am Forum begins

11:00am Moderated Q&A discussion

12:00pm Forum ends


Early Bird Special (ends February 17th)

$75 AIMIA Member

$125 Non-Member

Standard Price (starts February 18th)

$85 AIMIA Member

$145 Non-Member

(All prices are GST inclusive)



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About Objective Experience

Objective Experience is your partner for customer experience strategy, research, design and usability testing. Our team of passionate Customer Experience Consultants uncover insights from your customers to optimize customer journeys across all digital and physical channels – mobile apps, websites, systems, shopper and retail. We research on how customers interact with products, services and environments through interviews, surveys, focus groups, desk research, eye tracking and usability testing. Actionable recommendations are developed from our in-depth observations and testing. Our partners and clients come from a wide range of businesses and industries - from large financial institutions and government organisations to technical consultancies, Universities and not-for-profit businesses. Objective Digital Holdings Pty Ltd has offices in Sydney (Objective Experience Sydney) and Singapore (Objective Experience Singapore). Eye Tracking, CX, UX, Usability Testing, Shopper Research & Design Thinking across Australasia and South East Asia.

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