Tomas Haffenden's Linkedin Analytics

Hello, I didn't think anyone actually reads these... I'm a seasoned leader in Customer Experience (CX), Service Design, and Business Improvement, with a decade-long journey transforming digital customer experiences and process efficiencies for globally renowned brands. My career is a tapestry of leading dynamic cross-functional teams, nurturing engagement and retention, and propelling accelerated growth across diverse industries. As a T-shaped leader, I blend deep technical know-how with an imaginative flair, steering teams towards unearthing novel opportunities and crafting groundbreaking experiences. My recent stint at Torrens University Australia epitomises this, where I masterminded the Service Design strategy and spearheaded the creation of a digital product, earning accolades as a CX Innovation of the Year finalist. My enthusiasm for CX excellence isn't confined to my professional realm. I am a vibrant voice in industry dialogues, frequently contributing articles, presenting at forums like The CX Customer Symposium, and hosting the podcast 'The Mistake that Shaped Me', which underscores the value of learning from diverse experiences in CX leadership. Beyond my professional life, here are five facets that define me: - A dedicated father championing feminism inspired daily by my two spirited daughters. - An Englishman in Sydney's Inner-west, on a quest for the elusive perfect scotch egg. - A lapse comedian with a memorable single gig, but it was at the Opera House. - An aspiring writer working on the humorously insightful "I Used to Sh*t Alone: The other book about Pregnancy and Parenting". - A fitness enthusiast, currently replacing doughnuts and KFC with CrossFit challenges. My specialities encompass a wide array of expertise in automation, conversational AI (including ChatGPT and Voicebots), digital transformation, and generative AI. I am deeply invested in exploring how emerging technologies can redefine customer interactions in sectors like Sales, Innovation, and Business Development, ensuring businesses stay ahead in the rapidly evolving digital landscape.