Digital Transformation & CX Consultant
Applied AI. Human centred design. Customer eXperience.
Digital transformation. Data. CRM.
With 30 years experience in the marketing industry (and being a geek at heart), I have a passion for combining emerging technology, data and social media to build brand experiences that achieve a positive return on investment.
I started my career in direct marketing, learning from industry greats about the power of data-driven marketing and how to create customer relationships with optimal lifetime value.
As digital evolved, I became known for incorporating technology into marketing solutions – from call centres to chatbots; from direct mail to mobile apps; from offline activations to digital brand immersions; from retail displays to eCommerce; from brand campaigns to world-first product innovations; from advertising to engagement and from CRM to artificial intelligence.
Having led digital agencies in both Australia and UK, I have gained invaluable experience across a wide range of blue-chip brands in Retail, FMCG, QSR, Tourism, Entertainment, Education, Automotive, Financial Services, Telecommunications and Technology.
In 2017 I left agency life and setup Liquid CX returning me to a strategic consulting role where I can directly impact my client’s business.
As a member of ADMA’s Education Committee, I support the industry by writing and delivering many training courses – included ADMA’s Digital Marketing Certificate, Customer Experience Certificate, Martech Certificate, Personalisation & Automation, plus Retention Marketing Strategy.
And given the rise of Artificial Intelligence and Automation, I am also proud to be shaping the future of workplaces, as Co-Founder of Future For Now.
CX, CRM, Loyalty Consultant
CX. CRM. data. loyalty.
Rob is a marketing veteran with decades of experience across both client and agency side in the UK and Australia. His areas of expertise include:
- Marketing strategy
- CRM / Direct Marketing strategy
- Reward / Loyalty strategy
- Insight development and deployment
- Customer lifecycle management
He is also co-host of the weekly Éverybody Hates Your Brand podcast which he hosts with Jennifer Clinehens.