About Heart
Meet KC
35 years of making customer experiences better.
In life and tennis, it's all about timing. A great serve, a cross-court forehand and, after 35 incredible years, it was time for new balls, please.
I'd spent that time at Tennis Australia, the last 10 years leading Customer Experience across the organisation and the Australian Open. What I learned along the way wasn't really about tennis. It was about people, what makes them feel valued, understood and want to come back.
That's what Heart is built on. Senior CX thinking, applied directly, by someone who's actually done it.
What I believe
Customer experience isn't a department. It's the feeling someone has when they interact with your organisation. And the best experiences happen when people, process and purpose come together.
Further Impact
- Led the human-centred design practice, enhancing end-to-end ticketing and premium experience and delivering major gains in satisfaction and commercial return and participation initiatives, including online booking programs.
- Designed the customer service program, embedding a member-first service culture across a 12k workforce.
- Established early Diversity & Inclusion initiatives, including Tennis for People with Disability and Women & Girls programs.
- Built Tennis Australia's first national coach membership program from the ground up to 3,500+ members.
Qualifications
- MBA, Change Management, UNSW
- Graduate Diploma, Business & Marketing (Sport Management), Deakin University
- Degree in Sport & Recreation, Victoria University
- Club Professional Tennis coaching qualifications, Tennis Australia
- Diploma in Nursing, Royal Melbourne Hospital
Organisations
- CXO Board Member, Strativity
- Member, Deakin University Sport Advisory Board
- Member, Sport Business Venue Advisory Panel