Platform One

Alicia Lykos is the founder and CEO of Red Wolf Group, a maverick in the industry, challenging the traditional approach to HR and people strategy. With her natural ability to combine science and data with a deep understanding of human behaviours, she’s passionate about empowering workplaces to inspire, ignite and nurture leaders at all levels and create high performing teams using science. Alicia is a trusted adviser to many CEOs around the country. Prior to starting her own business, she was the HR Director for multiple software companies and remains deeply connected to the IT and professional services industry. In 2019, The Predictive Index recognised Alicia as one of the fastest growing Talent Optimisation practitioners in the world.

Ben Sullivan, is Managing Director of AdClarity & Head of Automotive Services at Potentiate. After managing Automotive Customer Insights & Customer Experience programs for over 10 years with Potentiate, Ben has taken on an additional role, heading a new company in the Potentiate portfolio, AdClarity. In keeping with Potentiate’s data intelligence experience, AdClarity surfaces and provides insights into the vast and complex world of Digital Advertising. AdClarity provides a leading edge Digital Advertising Competitive Intelligence platform to understand what, when, how, how often and where your competitors are advertising online. For Advertisers, Media Agencies, Researchers, and Publishers, AdClarity provides unique insight into the impact of marketing – the ‘causes’ of changes in brand perceptions, website traffic, enquiry and sales.

Adam is responsible for driving consistent growth across Australia and New Zealand for Ingram Micro Commerce and Lifecycle Services division of Ingram Micro.

Adam is an experienced senior manager holding leadership and management roles in sales and operations representing some of New Zealand’s largest retail and telecommunications brands. Adam has a proven track record in change leadership, process improvement and setting strategic direction to achieve positive outcomes for both customers, staff and shareholders.

Patrick Moore is a senior life insurance executive, who specialises in leading, improving and deepening business to business relationships within the life insurance industry. Patrick spent 14 years at St Andrew’s Life Insurance and was an integral part of their executive management team and has recently joined AIA Life Insurance in a senior management role.

Patrick is passionate about ensuring he and his teams deliver outstanding customer experiences to business partners and believes the key to delivering this experience is to continually and consistently listen, respond and deliver tangible actions and improvements that lead to business relationships being transformed from transactional into a true 'business partnership' where he and his team are considered trusted advisors.

This podcast covers how community engagement activities can save you time and money in the long run. How to gain loyal insight community members. What content we should share to maintain engagement and how frequently we should share back.

Emma Clark has been managing insights communities for an impressive portfolio of clients for almost a decade. Her expertise, creativity and enthisiasm has lead to the creation and ongoing management of some of the most successful insights communities in Australia.

Reg Price is the co-founder and director of MirrorWave. 

MirrorWave strengthens business relationships by following individuals over time, using the longitudinal research method.

MirrorWave feedback software drives profitable outcomes for businesses who are serious about deep, enduring customer relationships - with individual customers, strategic accounts or two-way partnerships.  MirrorWave makes it easy to get into a rhythm of listening and responding to feedback.

Using a world-first longitudinal approach to follow individuals over time, creating relationship stories to show what’s changed and why, what you need to do and if those actions worked.  

The focus on listening and responding at an individual level, over time, generates insights, identifies opportunities and unlocks the potential in key business relationships.

Barbeques Galore is Australia's largest specialty retailer of barbeques and accessories, outdoor furniture, and heating products. With 87 stores across the country, Barbeques Galore provides a broad assortment of product for everything that their customers need, to make the most of their outdoor living area.

The business was founded in 1977 and, with over 40 years of history, Barbeques Galore has a really strong connection in the Australian market around what is a pretty special occasion, for many Australian households - the great Aussie backyard barbeque!

Angus is the Chief Executive Officer at Barbeques Galore. Since joining Barbeques Galore in 2019, Angus has led the development of new store formats, acceleration of new product development, and investment in brand and omnichannel capability. During this time, Barbeques Galore has been recognised as one of Inside Retail’s 20 coolest retailers in 2020, and has also been a finalist in the NRA National Retail Awards, and the 2021 Australian Retail Innovators Awards.

Prior to joining Barbeques Galore, Angus was a senior executive at ASX-listed Super Retail Group, and was included on Internet Retailing’s 2018 list of the top 50 people in ecommerce. Angus is also a member of the Advisory Board for the National Online Retailer Association, holds a Master of Business Administration, and is a Graduate of the Australian Institute of Company Directors.

ERGO is one of the leading insurance companies in Europe and in core markets in Asia, with more than 20 billion Euros turnover. ERGO has more than 40,000 employees worldwide. ERGO's insurance solutions, guide customers from the beginning to the end.

At ERGO, customers are at the centre of all their actions and customer insights are the key to that providing the necessary guidance on any topic required. Together with Potentiate, ERGO have created a community of 6,000 customers. 

This podcast shares how ERGO uses their community to guide their product and service development and includes some fantastic examples.

IAG is the largest general insurance company in Australia and New Zealand, with a 21% market share in Australia. IAG’s largest brand is NRMA Insurance, with a heritage that dates back to 1920. One piece of evidence of the strength of IAG’s relationship with its customers is its average length of tenure. For IAG the average is about 14.7 years, compared with just 7.2 years for the industry as a whole.

At IAG, insights are there to help inform the business, so that it can better meet customer needs. One of the key features of insights at IAG is analysing data from multiple sources, such as customer data, market data, voice of the customer, brand and advertising tracking, concept and product testing, and design testing. Central to this process is the Imagine Better community that Sarah looks after. Sarah and the community deliver value to IAG by working with a range of stakeholders, including marketing, distribution, corporate affairs and the design team.

The community was re-launched in March 2020, moving from a full-service model to an assisted service model, just as COVID was breaking. Whilst there were challenges, Sarah says “We realised that the community was the perfect platform for really understanding customer sentiment at this very challenging time.” IAG is currently conducting a major project on financial hardship, to help target assistance to people who really need it. This is a challenging project because most people don’t actually reach out for help.