Anouche Newman is a passionate and expert advocate of creating meaningful and best- practice customer service and customer experience. Anouche’s skills and experience as an educator and practitioner in the field of customer service delivery allow her to bring a balanced and sophisticated approach to advising clients and commentating on a wide range of customer service issues. Anouche believes that great customer experiences are fundamentally about the human connection and that every touchpoint creates an opportunity to demonstrate the true nature of business and its staff. As Chief Executive Officer of the Customer Service Institute of Australia (CSIA), Australia’s leading independent customer service organisation, Anouche is responsible for developing the strategic direction of the institute with a strong focus on working with companies to achieve certification to the International Customer Service Standard. Anouche manages CSIA’s relationships with all key strategic clients across a broad range of industry sectors including, transport, government, financial services, health and property development. Her areas of specialty include services marketing, service blueprinting and applying an academic lens to issues such as service quality. Prior to joining CSIA in 2013, Anouche worked as an academic within the Marketing Discipline Group of the Business School at the University of Technology, Sydney. During this time Anouche taught in the MBA, Masters of Marketing, and Bachelor of Business programs with a focus on services marketing as her area of expertise. She holds a Bachelor of Marketing (Hons) and won a scholarship to complete a Masters by Research in business-to-business professional services at the Aston Business School in the United Kingdom, where she realised the importance an internal customer focus in delivering on the frontline.
Anouche will be presenting the Partnered Session for the Customer Service Institute of Australia.
Tuesday Partnered Session C6, 11.00am-12.30pm