Alex first joined ninemsn in February 2007 and has recently been appointed Managing Director of Audience.

All content, creative and marketing businesses report into Alex who brings together a single, end to end audience division across the business.

As well as continuing to grow ninemsn’s audience leadership, Alex’s division is responsible for building a deeper understanding of the ninemsn audience to deliver more personalised, relevant content experiences and advertising.

Alex is also Chairman of Ratecity www.ratecity.com.au and sits on the Board of the Australian Association of National Advertisers www.aana.com.au .

Alex has been with ninemsn for over 5 years, initially running Bing, and subsequently in broader roles running the Windows Live and Marketing functions.

He began his career in the UK running web services at Ernst & Young (which later became Cap Gemini Ernst & Young) in the early days of the internet.

After returning to Australia Alex was appointed Director of Product for eBay Australia and New Zealand in 2002, as a member of the Executive Team with leadership and management responsibilities of all product and technology aspects of eBay Australia and New Zealand.

Following this Alex joined Sensis Pty Ltd where he was Group Manager of Search. In his time at Sensis Alex developed the groups search business from being in project mode to a fully operational business.

As a leader, Alex embodies ninemsn’s best qualities; empowering, passionate and supportive of his people.

Alex lives with his wife Anne and two children in Sydney.

Andrew is the General Manager Customer Contact Centres at NAB. This encompasses all of NAB’s retail and business contact centre sales and service activity and employs more than 1,500 people across Victoria and NSW. NAB’s Contact Centres deploy many innovative technology and management solutions including the use of voice biometrics, social media and employee engagement methods which have assisted NAB’s rise to #1 in customer satisfaction as measured by Roy Morgan AFI.

An experienced contact centre professional, Andrew was Managing Director of TeleTech Asia Pacific (a large global contact centre outsourcing business) which at the time included operations across 8 countries in the region, employing more than 5,000 people. He spent 7 years with TeleTech leading its expansion across the Asia Pacific, including setting up its highly successful Philippine operations.

Immediately prior to joining NAB Andrew stepped out of corporate life and founded a high growth start-up business in the water industry which utilised innovative digital marketing techniques to generate sales.

Andrew is a Chartered Accountant, a Fellow of the Financial Services Institute of Australasia and has a Bachelor of Commerce from UNSW, and an MBA from Kellogg Business School in the US.

Arna Holden came to Nubian with extensive experience in contact centre management, improving customer service, client retention, managing logistics and production, and in staff training, learning and development. Arna’s role as General Manager – Customer Experience, is to have a core responsibility for Nubian’s end-to-end processes, deliver a consistently superior customer experience, develop and implement strong operational systems and to drive growth.

Arna has led national product enhancements and implemented best practice in service procedures, both in Australia and New Zealand.

Arna has previously held roles as National Customer Service Manager, National Operations Manager, National Learning and Knowledge Manager and as a Contract Centre Manager for over 150 representatives. Arna has been thankful for the opportunity of withholding these roles for many leading multinational companies over a wide range of industries, such as the dairy Industry, the largest Gas and Electricity Retailer in New Zealand and within the hygiene, safety, and pest control services.

Arna is focussed on implementing effective communication strategies and a solid project management framework that will strengthen engagement and optimise the customer experience through her team managing every touch point with Nubians customers and partners.

Senior Manager at Gosford site reporting into North Strathfield Head Office. Major challenges included changing behaviours of staff and Managers to become a proactive, high performing team delivering sales excellence through increased cash generation and provision of in depth market intelligence.

Responsible for generating in excess of $37 million cash across the sales group for the 09/10 financial year while maintaining costs as per 08/09 financial year.

• Developed Key metric to drive cash generation
• Increased Sales Group cash from $15 million to $47 million
• Costs under budget for 09/10 financial year
• Drove change to develop a culture of high performance and integrity
• Developed key relationships with Marketing and Product teams
• Developed the concept for and inhouse Outbound sales team and successfully implemented the service
• Developed the business acumen of operational staff through mentoring and coaching
• Increased staff and Manager engagement
• Participated in EBA negotiating team
• Managed the implementation of new business such as Non-Member battery calls and Memberwise.

Jane King joined the Australian Taxation Office in 2007 as Deputy Commissioner, Customer Service & Solutions (CS&S). Jane manages the contact centre network (over 2000 staff across 11 sites) and oversees the customer service strategy for the ATO.

Since joining CS&S Jane is overseeing the transformation of the ATO call centres into a multi-channel contact centre environment serving its customers with most inbound interactions regardless of channel

Prior to joining the ATO, Jane worked in customer service for over 20 years with Telstra, the Brisbane City Council and the Queensland Government.

In Jane’s role with the Queensland Government, she was responsible for integrating the generic services offered by its 25 departments into an award winning multi-channel one stop shop called "Smart Service Queensland". Jane had a similar role in the award winning and internationally recognised Brisbane City Council Call Centre, transforming their 500 services to be available via a multi-channel integrated model delivering resolution at first point of contact.

Joshua has been involved in the customer service industry for over 12 years and has 10 years B2B experience with a leading industrial packaging and safety company, Signet. Joshua completed his bachelor of business management studies and was instantly interested in forging a career focusing on customer experience, the strategic advantage to a company and the profitability of maintaining loyal and satisfied customers. Joshua was nominated as a national finalist in the category of Customer Service Manager of the Year in 2008/2009 with the Customer Service Institute of Australia (CSIA) and is most proud of Signet recently winning the National Medium Business service award at the 2011 customer service awards. Joshua’s current focus is to achieve best practice within the International customer service standard, integrate transactional net promoter at an agent level with integration into the CRM system, reduce customer churn and implement a referral program.

Paulo is an electronic engineer specializing in telecoms and IT having worked for large Telcos in Sub Saharan Africa. He ran a venture capital fund specialising in internet and software start-ups before establishing a management consulting company in 2001. Over the next 8 years he worked on a number of projects including launching the second national operator in South Africa, launching a new operator in Tanzania and helping privatize Ghana Telecom. He also helped launch an undersea fibre optic cable up the East coast of Africa called SEACOM. He has joined Optus after working as the COO for a Government controlled transport and logistics company in South Africa driving a productivity improvement program through the company. Paulo is the Director of Transformation and Customer Experience and has responsibility for transforming Optus to be a leader in Australia in terms of customer experience.

Roslyn Baker is responsible for service strategy and service delivery to customers, including the operations of our major customer interface, the National Contact Centre; and for Ergon Energy’s franchise retail operations in the National Electricity Market. Roslyn has considerable business and customer service experience. She was previously Chief Executive Officer of the Australian Technical College North Queensland and has held senior positions representing the business sector, establishing franchise networks and within petroleum retailing.

Samantha Bartlett holds the position of Head of Brand and Customer Experience at Australia Post. Samantha has worked across a number of industries including the energy retailing sector, financial services and now postal logistics mainly in strategic marketing and sales roles.

Samantha can be described as a generalist having worked at a senior level across marketing, sales and customer care. Samantha’s background in strategy and her ability to apply commercial rigour whilst continuing to innovate has been successfully translated in both strategic and operational environments.

As Head of Customer Experience Samantha is responsible for steering the enterprise toward a customer focused culture where the customer becomes front and centre of the Australia Post strategy. By translating customer insights into practical programs to lift customer advocacy which in turn is clearly linked to improved customer value over time is a key goal of the Customer Experience Program. It covers all touch points and all products to ensure the customer journey is seamless and creates value for both the customer and the organisation.

With a career spanning over two decades, primarily in leadership roles, Steve has spent the past six years driving CEM, business improvement and transformational / cultural change within the call centre and finance industry.

Steve’s current role is with GE Capital employed as Customer Experience Leader. He leads a CE function including 3 State-based leaders in Victoria, Queensland and New South Wales. The GE Customer Experience team of Business Coaches principal responsibility is to drive CE improvement and organisational change in our business in Australia and India. This is achieved through developing the business leadership team at all levels to provide an internal culture that maximises the customer experience.

Steve has developed a deep skillset and practical experience in implementing CEM programs, transformational change through applying cultural improvement initiatives and process improvement. Related studies and skills include a Six-Sigma Greenbelt Qualification, along with NLP, Contemporary Coaching Approaches, Leadership and Communication specialties within the coaching framework.

In addition, Steve created an external business, Coach Station, in 2010 specialising in leadership development, coaching and organisational development. His qualifications include a Business Degree (Marketing), Certificate IV in Coaching and he is currently completing a Training and Assessment Certificate IV. Steve’s passions revolve around his wife, three daughters, people and leadership development and their relationship to organisational behaviour and change.