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Ben Motteram

Principal at CXpert

Melbourne, Australia

Ben Motteram is founder and Principal of CXpert - a CX consulting firm based in Melbourne. He has almost 30 years' experience working with companies to develop and implement customer acquisition and retention strategies to deliver strategic outcomes.

A passionate evangelist for putting the customer at the heart of everything a business does, Ben is regularly recognised by companies around the world as a top influencer in the areas of Customer Experience, Customer Service and Employee Engagement. Some of that recognition is listed below.

In the past, Ben has served as the convenor of the Customer Experience Professionals Association (CXPA) Melbourne Network and continues to mentor other professionals in the field to help them advance their careers. Ben is an experienced speaker and an avid writer; you can find his work not only on his own blog but also on the blogs of the many companies he is often asked to write or provide comment for.

Available For: Advising, Authoring, Consulting, Influencing, Speaking
Travels From: Melbourne, Australia
Speaking Topics: Customer Experience, Employee Experience, Culture

Ben Motteram Points
Academic 0
Author 2
Influencer 126
Speaker 3
Entrepreneur 40
Total 171

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Individual
Minimum Project Size: Undisclosed
Average Hourly Rate: Undisclosed
Number of Employees: Undisclosed
Company Founded Date: Undisclosed

Areas of Expertise

Business Strategy
Change Management
Customer Experience 31.55
Customer Loyalty 30.06
Design Thinking
AI 30.04
Culture 30.02

Industry Experience

Federal & Public Sector
Financial Services & Banking
Oil & Gas
Professional Services
Retail
Telecommunications
Utilities

Publications

2 Article/Blogs
CXpert Blog
CXpert
January 01, 2021

See publication

Tags: Customer Experience, Culture, Customer Loyalty

What Sets The Best CX Companies Apart
Centra CX
December 17, 2020
In my experience of having spoken to the CEO’s and analysed some of Australia’s best-known organisations over the years, the companies with the best CX in the world are so far ahead because they possess many (or in some cases all) of the following twelve qualities.

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Tags: Customer Experience

1 Executive
Executive Manager - Business Customer Experience
nbn
January 29, 2018
A senior influencer with executive level reporting and deliverables, my mission was to shape the business CX strategy and associated programmes and deliver on an enhanced customer experience for businesses of all sizes; from micro to enterprise.

I set the CX strategy for the nbn Business segment and partnered with internal CX teams to deliver on enhanced insights and voice of customer, consolidated new programmes, prioritised areas of focus, analysed underlying root-causes, and governed the business CX programmes reporting to executive committees.

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Tags: Customer Experience

1 Founder
CXpert
CXpert
January 01, 2014
A boutique consulting company specialising in customer experience, customer service, and employee engagement & culture.

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Tags: Customer Experience

1 Industry Certification
Net Promoter Certification
Satmetrix
May 25, 2015
All the skills required to manage a world-class CEM program that drives customer loyalty.

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Tags: Customer Experience

2 Influencer Awards
200 CX Thought Leaders to follow to kickstart 2021
Engati
December 19, 2020
200 CX Luminaries from around the globe who have taken their worlds by storm.

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Tags: Customer Experience

ICMI's Top 50 Thought Leaders To Follow On Twitter
ICMI
January 06, 2020
For six years running, ICMI has compiled a list of the top 50 thought leaders to follow on Twitter as voted by members of their community.

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Tags: Customer Experience

1 Media Interview
CX Specialist Ben Motteram Divulges Upcoming Trends in Customer Support
ProProfs
February 18, 2020
The promise of a delightful customer support experience comes with the responsibility of actually delivering it consistently. Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers. There are various things that need to be taken into account besides the use of a support tool that will make or break the experience for a customer.

In case you’d like some insight on it, we’ve got you covered. In our interview with Ben Motteram, we’ve explored areas like customer-centric strategies, emotional intelligence and the upcoming role of chatbots.

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Tags: AI, Customer Experience

1 Miscellaneous
Foundations of a great CX program: CX Mini Masterclass – E60
Julia Ahlfeldt
January 22, 2020
This CX Mini Masterclass explores the key components of a successful CX program. There might not be a one-size-fits-all approach for CX management, but there are common threads among global best practices. Special guest Ben Motteram takes listeners through the 7 foundational components of a best in class CX program. If you are setting up, reshaping or refining a CX program in your organization, then this episode is for you.

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Tags: Customer Experience

1 Webinar
5 Whys of CX
Engati
September 01, 2020
Customer Experience expert, Ben Motteram joined us on this episode of the Engati CX Show. We spoke about technology helping with customer experiences and customer engagement, the digital and social channels that businesses need to develop, and also about the questions that businesses need to ask themselves while developing a CX strategy aka The 5 Whys of CX.

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Tags: Customer Experience

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