Winning the Customer Experience Race: Beyond basics and new frontiers
Customer expectations are evolving, and businesses that prioritise customer experience (CX) can gain a competitive edge.
Register now for the thought-provoking Monash Marketing Business Breakfast, where leading industry experts including MECCA Brands Chief Marketing Officer Kate Blythe will share insights on the latest CX strategies—what’s working, what’s next, and how to stay ahead without overcomplicating the process.
Whether you’re from a small business or a large organisation, this event will equip you with actionable strategies to strengthen your CX approach and drive lasting success.
Register
Keynote speakers
Kate Blythe, Chief Marketing Officer at MECCA Brands
Kate Blythe joined MECCA as Chief Marketing Officer in September 2020, relocating from the UK to Melbourne with her family. At MECCA, Ms Blythe spearheads the omnichannel marketing strategy, leveraging her expertise to elevate the MECCA brand identity and cultivate meaningful connections with customers across diverse platforms. Her marketing approach not only reinforces MECCA's position as a leader in the beauty industry but also pioneers innovative avenues for customer engagement.
Ms Blythe was previously Chief Content Officer at MatchesFashion, Editor at Net-a-Porter and held senior editorial roles at ELLE Magazine. She was also a board advisor to The Yes, which was acquired by Pinterest. Kate has a Bachelor of Arts degree in English from the University of Leeds, underscoring her curiosity and passion for storytelling.
Dr Violet Lazarevic, General Manager of Business Operations for Service and Delivery, Telstra Enterprise
Dr Lazarevic leads CX and business operations improvements related to customer service and services delivery for Telstra Enterprise customers. She previously led a Centre of Expertise Enterprise-wide for Telstra, which was responsible for CX measurement and strategy, customer insights and competitive intelligence. She has held numerous senior roles across diverse businesses such as Endeavour Drinks Group, Visit Victoria, and Bunnings, as well as Monash University’s own Australian Consumer and Retail Studies group.
Dr Lazarevic is an expert in qualitative and quantitative customer research, data analytics and actionable customer insights. Her training in research began while she undertook her PhD in Marketing at Monash University. She has presented customer insights and thought leadership internationally and in Australia, and has been published in several industry and academic publications.
Emily Paladino, Customer, Brand and Experience Leader (formerly Group Head of Customer Insights, Country Road Group)
Ms Paladino is a senior marketing leader with more than 20 years of experience across diverse industries, including fashion, retail, FMCG, and service sectors. Having lived and worked in three cities across two countries, Emily has successfully managed large-scale international projects and stays attuned to macro trends shaping consumer behaviour.
Ms Paladino specialises in reshaping business, customer, and brand strategies, with a focus on driving business growth through transformational projects. This is achieved by fostering strong relationships with senior stakeholders to influence meaningful organisational change.
A compassionate leader, she has a track record in creating healthy and psychologically safe environments that empower teams to collaborate effectively and thrive.
Ms Paladino is a regular keynote speaker at national and international conferences and is frequently invited to share insights and opinions on customer experience and consumer behaviour.
Hosted by
Monash Business School's Department of Marketing.
Join the long-standing Monash Marketing Business Breakfast thought leadership series, and gain valuable insights from leaders shaping the future of customer experience.
We look forward to you joining us.
Event Details
- Date:
- 20 March 2025 at 7:30 am – 9:30 am
- Venue:
- The Glasshouse at Olympic Park, Olympic Blvd, Melbourne VIC 3001
- Categories:
- Alumni; General; Marketing
Description
Customer expectations are evolving, and businesses that prioritise customer experience (CX) can gain a competitive edge.
Register now for the thought-provoking Monash Marketing Business Breakfast, where leading industry experts including MECCA Brands Chief Marketing Officer Kate Blythe will share insights on the latest CX strategies—what’s working, what’s next, and how to stay ahead without overcomplicating the process.
Whether you’re from a small business or a large organisation, this event will equip you with actionable strategies to strengthen your CX approach and drive lasting success.
Register
Keynote speakers
Kate Blythe, Chief Marketing Officer at MECCA Brands
Kate Blythe joined MECCA as Chief Marketing Officer in September 2020, relocating from the UK to Melbourne with her family. At MECCA, Ms Blythe spearheads the omnichannel marketing strategy, leveraging her expertise to elevate the MECCA brand identity and cultivate meaningful connections with customers across diverse platforms. Her marketing approach not only reinforces MECCA's position as a leader in the beauty industry but also pioneers innovative avenues for customer engagement.
Ms Blythe was previously Chief Content Officer at MatchesFashion, Editor at Net-a-Porter and held senior editorial roles at ELLE Magazine. She was also a board advisor to The Yes, which was acquired by Pinterest. Kate has a Bachelor of Arts degree in English from the University of Leeds, underscoring her curiosity and passion for storytelling.
Dr Violet Lazarevic, General Manager of Business Operations for Service and Delivery, Telstra Enterprise
Dr Lazarevic leads CX and business operations improvements related to customer service and services delivery for Telstra Enterprise customers. She previously led a Centre of Expertise Enterprise-wide for Telstra, which was responsible for CX measurement and strategy, customer insights and competitive intelligence. She has held numerous senior roles across diverse businesses such as Endeavour Drinks Group, Visit Victoria, and Bunnings, as well as Monash University’s own Australian Consumer and Retail Studies group.
Dr Lazarevic is an expert in qualitative and quantitative customer research, data analytics and actionable customer insights. Her training in research began while she undertook her PhD in Marketing at Monash University. She has presented customer insights and thought leadership internationally and in Australia, and has been published in several industry and academic publications.
Emily Paladino, Customer, Brand and Experience Leader (formerly Group Head of Customer Insights, Country Road Group)
Ms Paladino is a senior marketing leader with more than 20 years of experience across diverse industries, including fashion, retail, FMCG, and service sectors. Having lived and worked in three cities across two countries, Emily has successfully managed large-scale international projects and stays attuned to macro trends shaping consumer behaviour.
Ms Paladino specialises in reshaping business, customer, and brand strategies, with a focus on driving business growth through transformational projects. This is achieved by fostering strong relationships with senior stakeholders to influence meaningful organisational change.
A compassionate leader, she has a track record in creating healthy and psychologically safe environments that empower teams to collaborate effectively and thrive.
Ms Paladino is a regular keynote speaker at national and international conferences and is frequently invited to share insights and opinions on customer experience and consumer behaviour.
Hosted by
Monash Business School's Department of Marketing.
Join the long-standing Monash Marketing Business Breakfast thought leadership series, and gain valuable insights from leaders shaping the future of customer experience.
We look forward to you joining us.