Speakers Profile - Nic McClanachan

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Nic McClanachan's clients call her the "customer experience whisperer" for her skill in helping businesses dramatically improve their customer experiences and ultimately their bottom line.

It's a skill she's honed over 20+ years - leading teams in service-based industries, including hospitality, retail, fitness, travel, and banking.

In 2016, she founded mystery shopping company, Human Experience, to help organisations objectively measure and benchmark the execution of their service, sales, and compliance standards, and glean actionable insights and practical strategies for improvement from the gathered data.

Her simple-yet-powerful approach empowers organisations to create a culture of customer-centricity that drives lasting impact on business results, with her methods trusted by companies including Bailey Nelson, Terry White Chemmart, Harris Farm Markets, Virgin Active, and KX Pilates.

Prior to Human Experience, Nic founded a consulting and training company, Human Tribe, led a multi-award-winning National Human Resources team at Stockland, and owned and operated three multi-award-winning Fernwood Women's Health Clubs in Sydney, including the most successful centre in the franchise at the time, employing over 150 people.

She has a masters degree in Human Resource Management and Industrial Relations and is an accredited practitioner in Genos Emotional Intelligence, Clifton's Strengths Finder, Hogan Behavioural profiling, Patrick Lencioni's Five Behaviours of a Cohesive Team program and MarketCulture's Customer Centricity tool.

A skilled and sought-after speaker, Nic has spoken at corporate conferences for organisations such as Australian Hotels Association (Vic), Facebook, Groupon, and ING, and at events for Business Chicks, Business Blueprint, and Retail Drinks Australia Summit.

Her relatable approach and passion for inspiring growth through accountability, communication, and connection shines through in every keynote.

With her authentic delivery, storytelling, and keep-it-real approach, Nic ensures that her audience is left with simple and practical insights they can take away and put into action to improve customer experiences and drive lasting business results.