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Engaging,
Interactive,
Actionable

Through his interactive and engaging style, Tom’s speaking gigs

are enjoyable, insightful and fun. People walk away energised

to apply something practical into their workplace.

Through his interactive and engaging style, Tom’s speaking gigs are enjoyable, insightful and fun. People walk away energised to apply something practical into their workplace

A Little Bit About Tom

A Little Bit About Tom

Tom has been at the cutting edge of Customer Experience (CX) management for over 25 years.  He is a regular in CX expert forums, and has appeared as a Keynote Speaker and thought leader in front of Australia’s biggest brands.  Tom has established a global network of CX expertise and recently co-presented a workshop on empathy with the Godfather of experience management, Bruce Tempkin.

Through his interactive and engaging style, Tom’s speaking gigs are enjoyable, insightful and fun. People walk away energised to apply something practical, yet powerful into their workplace. He loves to surf, can be cheeky and believes the audience needs to feel something in order to change.

What does an experience with Tom feel like?

Authentic experiences are human centered, but how can they become the norm in your business? This is where Tom unpacks the architecture of experiences that move people. He delivers the science, psychology and technology that cultivates empathy, delight and service excellence to flourish.

You can expect emotion, a shake-up on what standard business “interactions” looks like, and some out of the box case studies from Tom’s work and adventures. Tom’s traveled to the corners of the world to deliver these workshops to leading edge brands and always comes back with new strategies and stories to share.

“For me, it’s all about connecting emotionally and building a resonant experience with my audience. It’s the best part of what I do.”

Tom

Keynotes Include:

Experience Management (XM) 101

What is it and why it is central to your success? A quickstep guide to accelerating XM maturity - drawing from experience leading brands and illuminating examples, with immediate action steps for your audience.

The 5 Steps of Exceptional Service

How to spark a customer centred movement one interaction at a time. Using decades of experience leading hotels and organisations to 6 star service this keynote uncovers foundations to create new benchmarks for service that outperforms the rest.

The Science of Service

Memorable experiences follow a formula creating positive emotions in the customer and service provider. Discover the psychology of service and why businesses who lead the way are tapping into innate human behaviors as fuel to become loved. From service hacks to neuroscience, this keynote will have you seeing experience management in a whole new light - with a Sky Blue mentality.

Keynotes Include:

Experience Management (XM) 101

What is it and why it is central to your success? A quickstep guide to accelerating XM maturity - drawing from experience leading brands and illuminating examples, with immediate action steps for your audience.

The 5 Steps of Exceptional Service

How to spark a customer centred movement one interaction at a time. Using decades of experience leading hotels and organisations to 6 star service this keynote uncovers foundations to create new benchmarks for service that outperforms the rest.

The Science of Service

Memorable experiences follow a formula creating positive emotions in the customer and service provider. Discover the psychology of service and why businesses who lead the way are tapping into innate human behaviors as fuel to become loved. From service hacks to neuroscience, this keynote will have you seeing experience management in a whole new light - with a Sky Blue mentality.

Need a Bespoke Workshop designed?

Outside of keynote delivery, Tom designs and delivers leadership and team building workshops with the common thread of building empathy and connection to help leaders and their teams deliver better experiences.

Get in touch if you are looking for an Engaging, Interactive and Illuminating speaker at your next event.

What people say about us

The evaluation results for Tom’s presentation at the World Employment Conference were exceptional. Our members were actively engaged throughout the session due to Tom’s interactive presentation style. Tom’s ability to adapt his presentation to be relevant to our audience and overall conference theme meant the key messages were on point and our attendees received numerous take-aways to put into practice on their return to the office.

Jodie RadleyHead of Events - RSCA

I have known Tom for over 5 years and have always known him to be a skilled CX practitioner, a strong communicator, a man with integrity and a great work ethic. Given CX as a discipline is still in its infancy in our sector we felt that it was important to showcase the innovative thinking and practices that sit behind it at our Innovation Forum – Digital Edition and after reviewing the field we concluded that Tom’s offer was not only the most accessible and relevant but his ability to present his message via video was strong. Given our Forum was digital this combination worked well for the format and for our viewers. Tom’s contribution was well received and I would recommend anyone looking for pathways to improve their service level customer experience performance reach out to Tom for help, you will not be disappointed.

Jason RobertsFounder/CEO - The Sector

I have had the pleasure of experiencing Tom’s keynote presentations at various CX conferences over the years. Tom is a skilled storyteller who knows how to engage large audiences with real (and practical) case studies that importantly can be actioned by any organisation, on any budget. A more passionate CX practitioner you will not find, with corporate and practical experience running his own successful business. Tom has an ability to bring complex theory to life with simple anecdotes, frameworks and activities that get you out of your seat. Always a highlight on the conference agenda!

Matt ProwseGeneral Manager - Customer Experience

Tom was really engaging and connected with people on a personal level to understand the importance of each customer’s individual experience. There was a high level of energy making the session fun whilst collecting little take aways to add value to our businesses after the session.

Sally OrrGeneral Manager - Australian Childcare Alliance Victoria

Lets Talk About Workshops

Contact us if you would like to get to know us a little better, or fill out your details in the form!

T: 1300 414 016

E: admin@skybluecxs.com.au

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