Acknowledgements

A special thanks to Don Peppers for writing the foreword and sharing his reflections on his CX experiences. I am also grateful for the other CX experts who contributed to this book. They are all talented individuals who have told amazing stories in Transform Customer Experience. 

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DON 
PEPPERS

Best-selling author and global CX authority.

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ANTHONY 
ABOUD

Former Chief Operating Officer & Chief of Change at ME Bank

CASSIE
McINNES

Customer Service Program Lead at the Australian Red Cross Blood Service.

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FERGUS
BUGG

Former Head of Global Operations at Etihad Airways.

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STEVE COLLIER

Head of Transformation at the Bank of Ireland.

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JOHN
NAGLE

CEO of Insurances & Care.

JANE
KING

Deputy Commissioner for Enterprise Culture, Change & Innovation at ATO.

MICHAEL
CLARK

Executive Director for Technology & Innovation at the Australian Fair Work Ombudsman.

STACEY 
ALLINSON

Head of the Australian & New Zealand Contact Centre at Miele.

ROWENA 
MORROW

Manages Transformation for Local Government.

IAN
BAILEY

Former Managing Director of Kmart Australia.

SHARIFE
RAHMANI

Chief Operating Officer at Energy Safe Victoria.