Monash Business School, Monash University , Associate Professor and Managing Director, ACRS, Department of Marketing
As Research Director at Monash Business School's Australian Consumer, Retail, and Service (ACRS) Research Unit (www.monash.edu/acrs), Sean works with some of the greatest brands in Australia, and globally. In this role, Sean consults with brands to create alignment between service experiences and brand promises to deliver meaningful interactions for customers. He does this by conducting user research, evaluating existing customer experience initiatives and designing appropriate service blueprints (service design), as well as developing and delivering corporate strategies. Having delivered seminars globally on retail innovation, design thinking and customer experience strategies, Sean has assisted brands in mapping customer experiences and developing an understanding of the customer journey, expectations, needs and desires.