Transforming customer and employee experiences through AI and automation
Simone Blakers is an independent executive level consultant, bringing over 30 years experience in data-driven, tech enabled leadership.
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Consulting Services
Strategic Consulting
Providing expert Fractional CMO services and project consulting.
Moving from insights to action with leadership and stakeholder management of cross-functional teams (product, marketing, sales, data, technical, service, legal etc). Developing brand, communication, content and connection plans. Overseeing offer architecture, CVPs, creative and media agency engagement, reporting and optimisation to deliver against KPIs.
Specialist areas: Creative Strategy, Personalisation, Digital Marketing Strategies, Team Building, Strategic Leadership, Budget Forecasting, Conversion Modelling
CX & Service Design
Delivering experience design that drives employee engagement and customer loyalty.
Using customer analytics, qualitative and quantitative research, plus employee surveys to identify moments-that-matter. Resolving pain points and designing value opportunities to differentiate the brand. Including journey mapping, operational mapping and AI agent workflows.
Specialist areas: Conversational Design, Always-on Programs, Journey Mapping, Prompt Engineering, Agentic Workflows, Rapid Prototyping, Innovation Workshops, Human Centred Design
Digital Transformation
Guiding marketing automation and process automation (RPA).
Including tech ecosystem audits, gap analysis, use case identification for the application of deterministic and generative AI, risk assessments, DVF framework, prioritisation, functional requirements gathering, unstructured and structured data readiness, vendor selection and procurement.
Specialist areas: Tech Capability Business Case, Horizon Roadmaps, Vendor Selection, Business Process
Change Management & Training
Supporting capability uplift and tech adoption.
Refining operational processes and team structures to deliver scalable and efficient implementation of the agreed tech strategy. Evolving beyond toolset, into skillset and mindset. Development and delivery of tailored training programs, coaching to empower teams to adopt new technologies and new processes with confidence. Leadership alignment and ongoing stakeholder engagement.
Specialist areas: Training Programs, Migration Project Management, Operational Playbooks, Performance Monitoring & Continuous Improvement, Agile & Waterfall Project Management
Recent Clients
Personal Profile
Key Skills
- Simplifying Complexity
- Stakeholder Management
- Team & Project Leadership
- Risk Mitigation
- Financial Management & Budgeting
- Data Governance
- Operational Transformation
- Capability Strategies
- Change Management
Simone Blakers is an executive level professional with blue chip experience gained throughout Australia and Europe, across a broad range of industry sectors including technology, telecommunications, financial services, retail, QSR, FMCG and charities.
Simone started her career 30 years ago as a direct marketer, utilising data to deliver a positive ROI for businesses. She followed the dot.com boom into digital and led globally awarded, innovative marketing activity such as:
- ninemsn: Launched the world’s first ISP content play.
- Microsoft: Launched the world’s first smartphone.
- Google: Led global-first innovations, including YouTube interactive live streaming, Lego Build with Chrome, and voice search experiments.
- Pacific Brands: Led the development of the retailers’ first eCommerce site.
- McDonald’s: Developed the MyMaccas strategy, a global first loyalty program.
- Nestle: Led the strategy to establish their first social media presence.
- Westpac: Led agile conent teams for their first next best action, personalisation program.
After a successful nine years as Managing Director of digital, social media and data-driven CX agencies, with board-level responsibilities, leading teams of to 60 people and accountability for P&Ls of up to $20m – it was time for a change.
In 2017 Simone pivoted to become a start-up Co-Founder of an eCommerce business with her partner, focused on manufacturing eco-friendly pet products. Gaining experience as a small family business in product development, importing, pricing, margin management and cashflow management.
She also founded Liquid CX consulting to offer expert guidance directly to clients. Advising on the strategic application of technologies such as marketing automation, robotic process automation, customer data platforms, decisioning AI, generative AI and more recently agentic workflows.
With a proven strength in strategic consulting, leadership and change management she has served as a Fractional Executive, leading transformations from within organisations.
Industry
Participation
Simone is a recognised subject matter expert on the application of AI and technology to deliver personalised marketing.
Conference Speaker, MC
- ADMA Data Day MC (400 delegates)
- ANZ Marketing Master Conference Speaker (200 delegates)
- CEFC Conference AI Workshop (120 employees)
- ADMA Global Forum GenAI Panel Speaker (500 delegates)
Microsoft, Meta, Deloitte
Workshop Facilitation
- AI Literacy Online Workshop Series for Women
- Digital Village – AI Strategic Roadmap for Business Leaders
- Role Play & Innovation – ANZ, RSM, DNSW
Podcast & Webinar Guest
- Everybody Hates Your Brand Podcast:
AI’s Impact on Marketing - ADMA Best Practice In Customer Experience
(with Alexander Myer, Global CMO, The Iconic) - Everybody Hates Your Brand Podcast:
AI’s Impact on Marketing - ADMA Extraordinary Brands in Digital
(with Susan Coghill, Global CMO, Tourism Australia)
Education Facilitator
- ADMA Education Committee Advisory Group
- ADMA iQ Course creation & delivery: Digital Marketing Certificate; CX Certificate; Martech Certificate
- Industry course facilitation: Retention Marketing Strategy, Personalisation & Automation
Liquid CX
Porftfolio
Examples of Liquid CX in action. Reach out if you want to know more about a specific case study.
AI Impact & Readiness
Future proofing a large enterprise team of marketers requires an understanding of how generative AI and decisioning AI will change the current status quo. Plus the ability to evolve processes to be ready for future capability.
Service Design Solutions
Ambitious growth plans were being restricted through manual processes plus a disjointed data & tech ecosystem. Operational review, workflow & customer service solution design. Change management & coaching.
CX, Data & Digital Strategy
Service safari in China & Australia to map key retail & online moments that matter. Using RFM analysis to anchor against profitable segments. Plus GA & SEO insights. Resulting strategy with tactical roadmap & data plan.
Bespoke Training Program
Following a substantial investment in decisioning AI capability, there was a need to upskill the marketing, data, digital delivery, content and measurement teams. Designing a bespoke workshop series to unlock collaboration of cross-discipline teams. Then adapting for global rollout as online training.
Martech Vendor Audit & Selection
With multiple brands, a complex audience data structure and international expansion, the current cloud SaaS system was not delivering for Sales, Marketing or Finance. Including requirements gathering, vendor procurement and negotiation.
Business Transformation
AI is transforming the legal sector. Creating efficiencies required a full operational review, requirements gathering, service design & innovation recommendations. Showcase of AI & Automation solutions against primary use cases across the value chain. Financial model review.
Social Media Strategy
Supporting the shift from bricks & mortar to eCommerce. Social strategy for board including audience targeting (Helix personas), inisghts, customer reviews process, conversion rate optimisation model, social content plan.
Digital Marketing Strategy
eCommerce and digital marketing strategy across multiple FMCG brands. Product optimisation and financial forecast to optimise AOV & LTV presented to the Board. Tech stack recommendations regarding ERP & fulfilment ops.
Measurement Framework
Always-on automated programs should never be set & forget. This project required diagnostic analysis to pin-point issues, the creation of a new measurement framework and strategic recommendations to optimise the program.
Contact
Let’s chat about your business challenges and how Liquid CX can help.
Call: +61 418 430016
Email: simone.blakers@liquidcx.com.au