Day 1 Panel: The moral limits of service markets: just because we can, should we?
Dr Abi Foluké Badejo | Griffith University
Dr Abi Foluké Badejo is a behaviour change researcher, innovation designer and social entrepreneur driven by Social Justice and love of complex problem solving for transformative social impact. Dr Badejo’s emancipatory interests are evident in her systems-based approaches to understanding complex behavioural and social problems. Her work focuses on generating and translating multi-stream, formative research insights into sustainable social innovations that serve to empower vulnerable people and communities across Australia and the Global South.
Dr Badejo has led and/or contributed to a number of social behaviour change research projects for national and international organisations including North Queensland Primary Health Network, Queensland Health, Diabetes Queensland and UNICEF Malawi. Her current program of research is focused on building the evidence base to break the global human trafficking supply chain and designing services for victims of human trafficking. Dr Badejo’s research also aims to decolonise oppressive dominant discourses and re-represent subaltern voices through her work on African feminism, gender inequality and diversity & inclusion. Her award-wining work has been presented at national and international conferences and published in peer-reviewed scholarly journals.
Dr Badejo was also the recipient of the 2018 Healthy Active research grant from Northern Queensland Primary Health Network (NQPHN) on behalf of Life Education Queensland, Australia’s largest health promotion charity for children. As the lead investigator, Dr Badejo led the research, design & development of Healthy Eats! A community-based sustainable social marketing program aimed at improving health outcomes for disadvantaged children from Indigenous and migrant communities across North Queensland.
Associate Professor Sarah Kelly | University of Queensland
Associate Professor Sarah Kelly is an Associate Professor in Law and Marketing and the Marketing Discipline Leader in the UQ Business School. She has interdisciplinary expertise in marketing, psychology and law and is globally known for her research and consulting in the sports field, and is also co-leading an interdisciplinary research team at UQ in Trust, Ethics and Governance. Recent projects include the impacts of scandal in sport, governance of esports, mega-event legacy and risk issues in women’s sports. Sarah is also leading a global sports innovation accelerator at UQ and advises start-up businesses in sports technology. She teaches Sports Law and Marketing and has won awards for her teaching.
Sarah holds several non-executive directorships, including as Deputy Chair of the Brisbane Lions AFL Football Club, Tourism and Events Qld, Events Management Qld, The Gregory Terrace Foundation and the Wandering Warriors. She is also a member of the Australian Institute of Company Directors National Education Advisory Board, the State Minister’s Sport Advisory Council.
Professor Dr Michael Schuetz | Jamieson Trauma Institute
Professor Michael Schuetz is a practicing orthopaedic surgeon and research leader in the field of trauma care and orthopaedic trauma research. In August 2018 commenced as the Director of Jamieson Trauma Institute based at the Royal Brisbane and Women’s Hospital campus in Brisbane. The Jamieson Trauma Institute strives to advance the optimal trauma patient’s outcome by focusing on the patient’s journey to include the prehospital, acute care, rehabilitation and long-term outcomes for people who suffer a traumatic injury. Improvements can range from models of care, to specific interventions and developing new devices.
Professor Schuetz is actively involved in clinical knowledge translation and commercialisation of novel orthopaedic surgery technologies. He oversaw a recent phase two randomised clinical trial of minocycline therapy in spinal cord injury at the Princess Alexandra Hospital and has contributed to five clinical cohort studies in fracture management.
Professor Maria Raciti | University of the Sunshine Coast
Professor Maria Raciti uses marketing tools and techniques for the greater good—being the active pursuit of equity, social justice and betterment. Maria’s main research areas are services marketing and social marketing. Maria is currently an Adjunct Fellow with the National Centre for Student Equity in Higher Education (NCSEHE) and was part of a 2019 Department Taskforce with the Australian Government Department of Education developing a national strategy to address regional and rural disadvantage. Dr Raciti is a Principal Fellow of the Higher Education Academy (UK), was the NCSEHE 2018 Research Fellow and is co-leader of two, multidisciplinary research groups that focus on research for, with and by Indigenous Australians, migrant, refugee and culturally diverse communities, seeking to improve wellbeing and quality-of-life.
Day 2 Panel: Inspiring innovative services that are centred on humanity
Professor Ray Fisk | Texas State University
Raymond P. Fisk (B.S., M.B.A., and Ph.D. from Arizona State University) is Professor of Marketing at Texas State University. He has published in the Journal of Marketing, Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Service Research, European Journal of Marketing, Journal of Service Management, Journal of Services Marketing, Service Industries Journal, Journal of Health Care Marketing, Journal of Marketing Education, Marketing Education Review, and others. He has published six books: Serving Customers: Global Services Marketing Perspectives; Services Marketing: An Interactive Approach, 4th Ed.; Services Marketing Self-Portraits: Introspections, Reflections and Glimpses from the Experts; Marketing Theory: Distinguished Contributions; AIRWAYS: A Marketing Simulation; and Services Marketing: An Annotated Bibliography. He is Past President of the American Marketing Association’s Academic Council. He founded the AMA Services Marketing Special Interest Group (SERVSIG) in 1993 and has served SERVSIG in many other leadership roles. The American Marketing Association made him the Inaugural Recipient of the SIG Leadership Award in 2016. He received the Career Contributions to the Services Discipline Award from SERVSIG in 2005. In 2012, he received the Grönroos Service Research Award from the CERS Centre for Relationship Marketing and Service Management at the Department of Marketing, Hanken School of Economics, Finland. Recently, he founded ServCollab. ServCollab is a service research collaborative for diagnosing and treating humanity’s service system problems.
Professor Jonathan Roberts | Queensland University of Technology
Jonathan is Professor in Robotics at Queensland University of Technology (QUT). His main research interests are in the areas of Field Robotics, Design Robotics and Medical Robotics. Jonathan was a co-inventor of the UAV Challenge, an international flying robot competition. Before joining QUT, Jonathan was the Research Director of CSIRO’s Autonomous Systems Laboratory where he developed projects in the area of museum robotics and telepresence. Jonathan is a Past President of the Australian Robotics & Automation Association. He currently serves as a Senior Editor of the IEEE Journal of Robotics and Automation Letters, and an Associate Editor of the Journal of Field Robotics.
Ms Julie Salsbury | Department of Transport and Main Roads
In her current role as General Manager Customer Experience, Julie is the accountable executive for embedding the customer at the heart of departmental policy-making and strategy deployment.
Julie and her team work collaboratively with functions and delivery arms across the department to ensure customer perspectives, motivations and expectations are considered upfront and used to guide the development of product and service delivery.
National acknowledgement and recognition of the team’s commitment and efforts include two Australian Business Awards (2018 and 2019) and achieving finalist status in the Australian Service Excellence Awards four years in a row and winning the 2019 Australian Service Champion Award last month for the Customer Experience Transformation Program.
Ms Cara Walsh | Transformer: Consumer insights into profitable products and experiences
Cara Cipollone Walsh has over 20 years of experience working in advertising and marketing technology. Cara has held senior roles focused on operations, product development and product marketing, predominantly within a digital and ad tech. She was Director of Digital Ad Products at AT&T, a Fortune 5 company in the US, where she build the company’s first programmatic ad buying platform – the fifth largest in the US. She was the first Manager of Digital Brisbane, where she developed the city’s first digital strategy and launched key programs including Coder DoJo, Visiting Entrepreneur program and Power Up Business digital education program. She has worked as a publisher and marketer on both the brand and agency side. She loves building out new products and services from the ground up and running design sprints with the customer. She is currently the Chair of QUT Business School’s Advertising, Marketing and PR school, is an adjunct lecturer, mentor for Women in Technology, and a mentor for River City Labs current accelerator program.