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)



Free Accessibility Training!

An Accessibility Morning: Gian Wild and BrowseAloud

Canberra: Wednesday, 09 February, 2011
Brisbane: Friday, 11 February, 2011
Melbourne: Tuesday, 15 February, 2011
Sydney: Wednesday, 16 February, 2011

Cost: Free of Charge

09.00 – 09.30: Registration, Tea and Coffee
09.30 – 10.15: Updates to the Australian Human Rights Commission Disability Discrimination Act: Web Advisory Notes
10.15 – 10.30: Morning Tea
10.30 – 11.15: BrowseAloud Information and Demonstration
11.15 – 12.15: Creating websites accessible to people with cognitive disabilities
12.15 – 12.30: Question and Answer Session
12.30 – 13.30: Lunch and Networking

Refreshments, morning tea and lunch will be provided.

Please RSVP by 8th February to guarantee your place.

To register, E-Mail Samantha Corr at:, confirming your name, organisation, job title and any dietary requirements.

About Gian Wild

Gian Wild has worked in the accessibility industry since 1998 and consulted on the development of the first Level AAA accessible website in Australia (Disability Information Victoria). She also wrote the original and updated version of the Victorian eGovernment Resource Centre Accessibility Toolkit. Gian was a member of the W3C Web Content Accessibility Guidelines Working Group from May 2000 to August 2006. For more information see

About BrowseAloud
BrowseAloud reads webs pages aloud to help people who find it difficult to read online content. BrowseAloud is the world-leading text-to-speech solution that is designed to enhance the accessibility of a website for those with cognitive disabilities, low literacy levels, dyslexia, mild visual impairments and for those who speak English as a second language. Customers include Victoria Online and the eGovernment Resource Centre. For more information see

Lost in Translation – An Objective, Gruden and Adobe Breakfast


Marrying business systems with the way your users think

Objective Digital, Gruden and Adobe would like to invite you to a FREE breakfast with business in mind!

All too often when implementing online strategies customer experience and business needs get “Lost In Translation”

Over the last 10 years organisations have invested heavily to provide online access to their back-end systems and data.

Websites have evolved from simple brochure-ware and consumer facing ecommerce systems, to enterprise applications with multiple presentation layers and integration points.

In this competitive, intermediated world a failure to give users what they want, in a way that makes sense to them, can directly affect the bottom line.

Join us for an informative and lively panel discussion aimed at empowering your business made up of experts who have recent experience in delivering online enterprise applications.

You will discover how to:

  • Effectively engage your business stakeholders, users, marketing and technical teams at all stages in the process.
  • Leverage your in-house business experts and enterprise development skills while still providing engaging user experiences.
  • Rapidly develop and deploy enterprise applications that users love by adopting the best of web 2.0, agile, user centred design and enterprise methodologies.

Using these approaches you can maximise the effectiveness of your existing team and ensure the successful translation from business to technology – resulting in systems that deliver the best user experience and value for money.

To attend this event please register now

Location – Kent Street Living Room

City Hotel, Cnr Kent St & King St 
Sydney City, 2000

Venue site

Gruden Location


Unlimited Tea and Coffee

  • Unlimited Tea and Coffee
  • Fresh Juices
  • Pastries
  • Fruit Salad
  • Bircher Muesli
  • Fresh Toasted Croissants (various fillings)
  • Cooked Breakfast (to order)

Register Now

Guest speakersclick to view


Register Now

RSVP by Friday 12th November 2010

If you have any questions or would like further information please call 0410 410 494 or email


Tobii Glasses in Australia and NZ during November!

Internationally, eye tracking is revolutionising the way in which market research is conducted to gain measurable insights across advertising, packaging and shopper research.

The NEW Tobii eye tracking glasses allow wearers to walk around freely, making it easier for researchers to create a real-world environment in which to capture natural user behaviour.

Objective are running 2 launch events to demonstrate the NEW Tobii eye tracking glasses. We will also demonstrate the Attention Tool eye tracking software for market research.

International guest speaker, film director and eye tracking expert, Juan Pablo Rodriguez from EyeOnMedia will be presenting case studies on his use of eye tracking within market research.

Book your place!

Mon Nov 29th, 5pm – 6.30pm Level 1, 530 Lonsdale St, Melbourne

Thur Dec 2nd, 5pm – 6.30pm Level 10, 220 George Street, Sydney

(Drinks and light refreshments will be provided) 

Please RSVP by emailing


Objective is the Australasian reseller for Tobii eye tracking hardware and software and iMotions Attention Tool eye tracking software.

Tobii Technology is the world leader in eye tracking hardware and software

iMotions Attention Tool® is the world leading eye tracking software within market research and the application combines eye tracking metrics, reading metrics and emotion metrics.