Richard Spencer is Chief Customer Experience Officer at Business Australia and is accountable for developing and implementing the organisation’s customer strategy, to maximise customer acquisition, engagement, retention and profitability. Prior to joining Business Australia, Richard was Executive Director, Content and Strategy, for Isentia (ASX:ISD), Asia’s largest media monitoring business, which he joined following Isentia’s acquisition of the social media agency he founded. Richard has held a variety of agency and client side roles including Senior Vice President, Global Marketing and Interactive with TMP Worldwide and has been working in marketing and digital communications roles for more than 20 years. Richard is a regular media commentator on a range of social, digital and CX issues and has presented at more than 50 conferences around the world. Richard’s a tertiary qualified professional with experience building both businesses and brands and maximising the impact of digital channel management and transformation on business performance.