Customer Experience (CX)

Chair: Daren Jones - Design Lead at Southern Cross Health Society, New Zealand.

This member network group has been meeting virtually since our inaugural CX Innovation Study Tour in March 2023. With customer expectations influencing how we purchase, engage with brands, and ultimately grow loyalty, this group explores what that means for member experience. Led by Nic Johnson, the group is comprised of a mix of those with either a CX focus in their role, or those that have responsibility for operations & customer products. The focus of the CX platform is omni-channel, however in 2024 we intend to explore more AI driven and automated solutions.

In 2024 there will be a further study tour (w/c 7th October), visiting external hosts such as Oscar, Headspace Inc, Kaiser Permanente, and Google across the West Coast USA. Our iFHP group will also spend time sharing their solutions and vision of how CX is changing customer interactions, satisfaction, and loyalty. Where price is a key decision-making factor for the customer, experience can be the single differential.

For more information on joining this network; email

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