Partner, Consulting, Australia
Data has the potential to provide vital information to help businesses succeed. Making full use of this deep resource can be a powerful market differentiator. Our data analysis provides clients with insightful and innovative perspectives that impact their businesses. It’s very gratifying to work in an environment where I can make such a measurable difference.
I lead the Deloitte Australia customer practice and the global Deloitte Analytics customer community. We aim to integrate advanced analytic tools into more traditional consulting methods to redefine the way we approach our client offerings. Data analytics allows us to help our our clients better support and serve today’s sophisticated and digitally connected consumer.
For the most part, my industry experience has been in the telecommunications sector. Today, many of the customer challenges being faced by organizations -- understanding customer behaviors; addressing their desires and expectations of channel accessibility; satisfying the demand for high quality product; and providing a gratifying service experience -- are similar across industries. Deloitte’s focus on industry, positions analytics right within the clients territory, bringing value and clarity around their customer proposition.
My most memorable project at Deloitte was when we worked with the customer strategy team of a large airline to help them create their first customer-centric view of flyer behaviors and preferences. We helped them identify how often, when and to where their customers fly; cabin preference; price sensitivity; their booking and check-in habits; their attitudes to brand; and their service experience. This project not only delivered new insights about their customers, it also brought tangible improvements to top-line growth.
Deloitte stands out in the market because of the ability of our analytics practitioners to provide deep insights into customer behavior that helps our clients make better decisions, move quickly toward execution, and extract higher returns. Also, the collaborative and team-focused culture supports our practitioners’ constant striving for ways to improve and drive additional value for our clients on each project we deliver.
When I joined Deloitte, I never expected to be where I am now. I began my journey in classic consulting, moving to the spheres of innovation, online and digital media, and now in advanced analytics. All these experiences have provided me with a very unique perspective to understand the customer of the future and determine the best way for our clients to connect with them.