Anita’s journey in customer experience stems from her childhood. Growing up in a small family business in the 70’s & 80’s in Melbourne Australia, she quickly learned from her father that the only way they could prosper was to serve their customers in a personalised and genuine way. A philosophy that Anita has carried throughout her career and experience, you get a great sense of this when you meet Anita.
A highly respected and certified leader, Anita has over 30 years’ experience working for Fortune’s top 20 Australian multinational organisations such as ANZ Banking Group, National Australia Bank and Commonwealth Bank. Anita started her career at the ANZ Banking Group in the world of customer service for over a decade, before spending the next 20 years implementing Customer & Technology Improvement programs across APAC.
In 2018, Anita’s entrepreneurial mindset kicked in when she observed there was a gap in the CX capability of professionals and organisations and founded ManagingCX – she was the first Australian leader to deliver the CXPA (Customer Experience Professionals Association) authorised training in Australia with Lynn Hunsaker, CCXP – one of the worlds great CX thought leaders. Soon after Anita’s authenticity and inclusive ways of working led her to international consulting and speaking at various events, she garnered assignments in private and government organisations in Saudi Arabia, Amsterdam and USA in the Telecommunications, Utilities and Education institutions such as the Hague Hotel School of Management.
Anita is well known for her expertise and passion in building communities. She is the founder of the award-winning, non-profit CXPA (Customer Experience Professionals Association) Melbourne Network where she has spearheaded CX in Australia. Her peripheral vision, research and experience in Privacy and Cyber Crime led to her establishing the Australian Affiliate of Women in Cyber Security (WiCyS) – a non-profit association dedicated to advancing, recruiting and promoting women and female graduates in the field of Cyber Security.
Anita has received many commendations as a speaker and thought leader such as: the global CXPA 2018 Extra Mile Award, CXPA 2018 Best Network Award, Chair of Chief Customer Officer Conference 2019 Sydney, Judge and Speaker for the Customer Centricity Awards, International CX Awards & MyCustomer CX Leader of the Year Awards with the most recent initiative in co-creating the CXPA Emerging CX Leader award and Anita is also passionate about mentoring emerging leaders in the CXPA and WiCyS communities.
Volunteering, helping communities thrive is core to Anita’s values where she contributes significantly to her role as the Secretary of the ANZ Bank Retired Officers Club, Cabrini Health Consumer and Portsea Life Saving Club Member Engagement committees.
Anita is also an active member of the Australian Marketing Association, SOCAP (Australian Customer Service Associations), IAPP (International Association of Privacy Professionals) and British Psychological Society.
A deep thirst for learning and research, Anita is a member of the distinguished International Golden Key Honour Society, holds a Masters in the subjects of Marketing, Consumer Behaviour, and Organisational Change, has a bachelor’s degree in Information Technology (Honours) and currently participating in the Executive Education program at the Insead Business School.
The team at ManagingCX are active members of the Customer Experience Professionals Association( CXPA) and contribute to growing the CX discipline and profession internationally.
Anita is the CXPA Melbourne Network Lead and represents Australia on the CXPA International Board providing input into the development of the CX discipline as well as raising awareness of the great work being done by our local CX practitioners.
Why people love working with Managing CX
There are countless reasons why our service is better than the rest, but here you can learn about why we’re different.
Continually seek to empathise and connect with you and your business
To Be True
Instil trust by being proactive, honest and setting reasonable expectations
Always go the extra mile so together we achieve excellence
”I was fortunate to have been a participant in the first CXPA Authorised Customer Experience Excellence Course offered in Australia by Anita of ManagingCX and Lynn Hunsaker of ClearAction. The course was cleverly created to support deep learning across all pillars of the Customer performance domains with teaching, materials supplied and resources suggested for further learning all rated 10/10 giving immediate value! Thank you, thank you, thank you Anita and Lynn, you have fast tracked my learning in all things Customer and pulled the covers back on Customer truths with depth and practical meaning.Vanessa BedelisManager Customer Experience Strategy
”The CX Excellence Course provided a wealth of information that consolidated and extended both my theoretical and practical knowledge of CX. The facilitators are hugely knowledgeable and very generous in sharing their experience and materials. The course provides fantastic online resources which will be a very useful reference point in future. I highly recommend this course for current and aspiring CX leaders and practitioners.Jenny HunterProduct Director
”Within the first week of the course I was able to start applying the learnings in my organisation. The list of resources provided was exhausting and helped me understand that the work needed to become an expert in CXM is overwhelming Lynn’s knowledge is amazing and her confidence infectious. Anita is totally dedicated, knowledgeable and so humble. This course is essential for understanding the disciplines required for world class CXMIan StokolCustomer Experience Design Lead