Tom has worked in various customer experience roles in the USA and Australia. His experience range from: implementing customer experience strategies for both in-store and online B2B and B2C customers for Staples Inc, the world’s largest office supply retailer; improving contact centre staff capability through the development of integrated online content systems; designing online user interfaces and interactions to improve learning outcomes. And as a Senior Customer Experience Analyst for Forrester Research, has worked with business and technology leaders to develop customer-obsessed strategies to drive business growth. In mid-2016 he joined Aon Hewitt to develop and execute a strategy that would deliver easy, effective and emotionally appropriate experiences to members of the Aon Master Trust superannuation fund.
Tom holds a master’s degree in psychology from the University of Sydney and a bachelor’s degree in psychology from the Australian National University.