The Australian Marketing Institute holds a Panel Discussion on The Future of CX


Kathy Hatzis, Former SVP and Head of Digital For Citi and The Chair of The Australian Marketing Institute (AMI) moderated the Panel discussion on the Second day on ‘The Future of CX’. CX is defined as “The new battleground for marketing organisations”. The Panel discussed how a recent study shows that perception of Australia and New Zealand organisations are lagging behind in customer experience delivery and with broad agreement that customers have never been more empowered, the study highlighted the crucial importance of customer experience as the new competitive frontier. The key findings that were taken away from the Panel was;

  • ‘The Experience Divide’ from the Marketer’s perceptive
  • Challenges facing professional marketers across ANZ in 2016
  • Four Key drivers and trends for Customer experience

Michelle Rossier, Marketing Manager for Electrolux sat on the panel. Michelle is an experienced Strategic Marketing Professional with a successful track record at both international and domestic levels across a wide range of high profile consumer markets and organisations primarily in ANZ and USA.

The Final panellist was Julie Toma, GM Marketing and Communications for Sonic Clinical Services which is the primary care division of Sonic Healthcare, an ASX Top 50 Company which delivers a comprehensive range of national healthcare services. Julie has significant experience on global strategic planning teams, Asia Pacific marketing strategy and new product development for leading corporations including Cochlear Limited, Kimberly-Clark and BD. Julie has a Bachelor of Applied Science (Biomedical) from the University of Technology, Sydney as well as a MBA majoring in Marketing Management from the Macquarie Graduate School of Management. Julie is also the Chair of the Australian Marketing Institute (AMI) NSW Committee and a Judge for the AMI Marketing Awards for Excellence. Specialties include business planning, marketing strategy, financial management, team leadership, product marketing, brand management, marketing communications, public relations, new business development, customer insight research, change management, innovation and stakeholder engagement.