Customer experience is everyone’s business—especially your CFO’s.
Too often, customer insights get stuck in the CX team. To truly drive impact, feedback needs to influence business-wide decisions—at the very top.
Join Stephen McNabb, former Head of Customer Insights at Suncorp and long-time Pearl-Plaza client, as he shares a practical path to reshaping the CX conversation. In this session, Stephen introduces a powerful concept—CX Elasticity—to help you connect CX initiatives with measurable outcomes that matter to executives.
What You’ll Learn:
- What “CX Elasticity” is—and how it reframes the value of customer insights
- How to position CX as a driver of business performance for customers, employees, shareholders, and communities
- Why the best CX leaders are shifting the conversation to budget, ROI, and business outcomes
- How to build momentum and elevate CX to the executive agenda
Why Attend?
This session is ideal for CX, Insights, and Strategy professionals who want to:
- Influence executive stakeholders
- Make the case for more CX investment
- Use data to drive real action—not just dashboards
Spots are limited—reserve your spot today.
Meet Your Speaker:
STEPHEN McNABB
Former Head of Customer Insights
Suncorp
Stephen McNabb started his career as an Economist working in banking, financial markets, investment banking in the 1990s. He then joined the financial services industry in professional services, and went on to be the Head of Research, Australia for CBRE – commercial and residential property markets. Stephen then worked in customer research and analytics roles at Westpac for 9 years, and his most recent role was more than 6 years leading Customer Insights at Suncorp.