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Michael Nolan

Head of Customer Experience, Goodman Fielder

Michael Nolan is Head of Customer Experience at Goodman Fielder, overseeing customer service, e-commerce, CRM, and communications across New Zealand and Australia. With over 30 years’ experience driving customer-focused transformation in organisations such as Fonterra, Virgin UK, and PwC, Michael combines strategic thinking with hands-on operational expertise. At the Summit, he will share how Goodman Fielder is building scalable, people-first CX foundations—delivering meaningful customer outcomes without over-reliance on costly technology or over-engineered solutions.

Day 2

12:00

Case Study: Foundations First - How Goodman Fielder is delivering practical, scalable CX that puts people before platforms

  • What does it take to build strong CX foundations without advanced AI or major system overhauls?

  • How Goodman Fielder drives customer experience through process, people, and practical service excellence

  • Exploring low-cost, high-impact opportunities to improve service without relying on large tech stacks

  • Lessons learned from navigating CX improvement across two markets (AU and NZ) without over-engineering the solution

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