The last best experience that anyone has anywhere becomes the minimum expectation they want everywhere…
Prior to fulcrum Roger was a director in the Westpac NZ Ventures team and before joining Westpac was Director of Digital and Innovation at Auckland University of Technology where his team implemented and managed multi channel data driven marketing automation across all digital channels.
Roger is focused on moving companies from a product view to total relationship view of the customer and the customer needs. Communication and engagement shifts from ‘company or brand driven campaigns’ through to personalised, continuous and frequent conversations that are personalised, relevant and customer based. Delivering real time feedback immediately after the interaction and measures sentiment across all channels. Providing insights in the next best conversation and service delivery.
The connected digital platform approach delivers a core base program for conversation management based on a single customer view. This enables integration of messaging across all digital and offline channels. All happening in a seamless, efficient and, in some cases, an automated digitally agile environment