Industry Fellow at the University of Queensland
Trainer at the Official NPS® Certification
Design Thinking & Change Management Facilitator
Chris Roberts is the Founder and Managing Director of Engaged Strategy. Throughout his career, Chris has achieved record margins, sales and market share results via innovative marketing strategies that have always been based on strong customer insight and frontline staff engagement.
Over 25 years’ experience in sales and marketing;
Certified Net Promoter Associate and has instructed at the official Net Promoter® Certification Course over many years;
Presenter at Customer & Brand conferences in Australia and Europe;
Marketing management of major product portfolios at Telstra and Suncorp-Metway (now Suncorp);
Leadership within Suncorp-Metway on customer management initiatives that resulted in a dramatic increase in cross selling within the organisation;
Ex-Head of marketing and communications at Energex. Chris led the brand recovery strategy, which resulted in Energex being independently assessed as the strongest energy brand in Australia;
Chris developed the Total Engagement Model®, which focuses on designing and aligning the key elements of an organisation to develop engaged staff, branding and customer experiences. The Total Engagement Model is now published in The Journal of Product & Brand Management and part of the curriculum at the University of Queensland, where Chris is a guest lecturer. He was also a contributing author in Customer Engagement Contemporary Issues and Challenges.
Shoel’s role at Engaged Strategy leverages his analytical and programming skill sets to optimise current processes and create brand new ones. His engineering background and intrinsic attention to detail enables him to contribute to innovative solutions for complex business problems. Shoel focuses not only on data analysis but ensuring the creation of insights is as user friendly and efficient as possible.
Anjani is responsible for preparing questionnaires, establishing NPS programs on Satmetrix and reporting on NPS® analysis. Anjani has post graduate degrees in both Business Analytics, from the Symbiosis Centre for Management and Human Resources, and Banking services, from Manipal University. In the past, Anjani has worked as an assistant manager at Axis Bank and as an equity research analyst at Crisil.
Keerthana spearheads the Marketing function at Engaged Strategy. She is responsible for brand positioning and content strategies. Keerthana leverages her knowledge of content management and marketing from her previous experience of working with major media houses and corporates, to help the company and its clients succeed in positioning their brand in a competitive market.
Linda has been with Engaged Strategy from the very beginning and has been a critical member of Engaged Strategy’s journey in creating customer experiences worthy of recommendation. She has extensive frontline customer experience in banking, commerce and accounting, and she manages the administrative and financial functions of Engaged Strategy.