An Interview with Victor Dominello, Minister for Customer Service, NSW Government08/08/2019 Who’s Who
FST Media: One of the key initiatives of the newly formed Customer Service Ministry has been the creation of a new senior working committee, ‘DAPCO’, which amalgamates several...
An Interview with Frits Bussemaker, Chairman, The Institute for Accountability in the Digital Age (I4ADA)19/07/2019 Who’s Who
FST Government: You currently serve as Chair of The Institute for Accountability in the Digital Age (I4ADA), a Netherlands-based NGO which promotes global digital accessibility, transparency, and accountability in the online world. Take us through...
An Interview with Fiona Macgregor, Chief Information & Innovation Officer, TAL16/07/2019 Who’s Who
FST Media: TAL has long been recognised for its ambitious, human-centred innovation program. Tell us about your digital priorities for 2019. How are TAL’s digital capabilities evolving in line with Australia’s changing insurance landscape?...
An Interview with Carolyn De Gois, Special Advisor, Office of One VPS15/07/2019 Who’s Who
FST Government: One VPS is unique among the states, established as a dedicated team to foster and facilitate “cross-departmental mobility, collaboration and innovation” across Victoria’s public service. What unique circumstances in Victoria...
New insight report: how to improve CX through better sales experience in financial services09/07/2019 Roundtables
Churn is so significant that the estimated value of today’s Churn Economy is US$6.2 billion per annum, which hypothetically it would come in as the third largest economy on the planet by value! Certainly not a small number and you will agree that...
An Interview with Dr Rachna Gandhi, Executive General Manager Customer, Digital & Partners, Suncorp Group03/07/2019 Who’s Who
FST Media: How do you see today’s leading-edge digital innovations shaping the insurance industry of tomorrow? Gandhi: Profoundly! Seriously, the technologies on the near horizon – or which are being rolled out now – will continue to change...
An Interview with Dr Jonathan Reichental, Chief Executive & Founder of Human Future and former CIO of the City of Palo Alto26/06/2019 Who’s Who
Dr Jonathan Reichental has spent the better part of his career at the vanguard of transformative innovation. As the long-serving Chief Information Officer of arguably the world’s most technologically progressive jurisdiction – Palo Alto, home...
An Interview with Brendan Mills, Chief Information Officer, nib Group05/06/2019 Who’s Who
FST Media: Since you last spoke with FST Media back in 2015, nib's digital innovation program has progressed leaps and bounds. As nib continues to execute its digital priorities, how will its tech strategy evolve over the next 12 months to meet the...
An Interview with Jason Dell, Chief Product Officer, MyBudget22/05/2019 Who’s Who
FST Media: Since your arrival at MyBudget in 2017 – first as CTO and now Chief Product Officer – the company has embarked on a wholesale transformation of its technology and customer engagement strategy, leveraging its vast data assets to enhance...
In Conversation with Alan Tsen, General Manager, Stone & Chalk – Part Two20/05/2019 Who’s Who
FST Media: Amongst the start-ups you work with, what do you feel is their overriding reason for being? Is their goal to completely sweep the incumbents off their perch or do they seek to work alongside them and become a complementary part of the...
In Conversation with Alan Tsen, General Manager, Stone & Chalk – Part One08/05/2019 Who’s Who
FST Media: In the wake of the Royal Commission, the explosion of tech-savvy challengers, and with the imminent launch of Open Banking, our financial services industry is undergoing a groundswell of change and transition. Walk us through your...
Optimise sales performance management to improve customer experience17/04/2019 Executive Columns
You’ve probably got at least one CX program in your business, or more likely, several of them run by different teams. They will, no doubt, be focused on customer satisfaction, brand perception, sentiment, and engagement. They will provide your...
An Interview with Sumit Oberai, Senior Vice President - Digital Technology, Royal Bank of Canada (RBC)11/04/2019 Who’s Who
FST Media: You oversee RBC’s API developer portal – a first in Canada – which leverages the bank’s data to facilitate third-party product development and innovation. One year on from its unveiling, what fruit has the initiative borne for RBC?...
An interview with Volker Mayr, Chief Information Officer, Zurich Financial Services11/04/2019 Who’s Who
FST Media: What IT and cybersecurity issues keep you up at night? Mayr: For cybersecurity, it’s that undefined feeling that we might have missed a vulnerability or threat; that's something that weighs on my mind. The ones we are aware of, we can...
An interview with Andy Wood, Executive Director – Corporate Services, Department of Finance, Western Australian Government04/04/2019 Who’s Who
Andy Wood was last year named among CIO's Top 50 digital and tech chiefs in Australia. This is not by accident. Wood, as Executive Director, Corporate Services of WA’s Department of Finance, has been a key driving force behind the progressive...