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.
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.
FERGUS
BUGG
Former Head of Global Operations at Etihad Airways.
STEVE COLLIER
Head of Transformation at the Bank of Ireland.
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.