Guest Authors

One of the great things about working in the CX & contact centre industry is the willingness of experts to share their knowledge to help benefit the entire industry. On this page, we’ve listed all the CX, contact centre, call centre and customer service experts who have contributed content on CX Central.

If you’d also like to contribute you can find out more about submitting an article or blog.

CX Central Guest Authors List

We are incredibly grateful to all the Guest Authors below who have contributed blogs, articles and content on CX Central. Just click on their name to see their articles.

Aaron Waters on Linkedin
Aaron Waters
Business Development | Jacada
Aaron Waters is a Customer Experience & Innovation Strategist at Jacada. His duties involve engaging and bringing executives in the Banking & Financial Industry up to speed on digital adoption using Jacada’s resolutions to ensure their customers experience an effortless customer journey.
Adrian Swinscoe on LinkedinAdrian Swinscoe on Twitter
Adrian Swinscoe
I’m an independent customer experience consultant, adviser, speaker and author and have worked with companies from across the world.

I’ve also recently published a best-selling book (April 2016 - Pearson) called How To Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. I live with my wife Hana, by the sea, south of London in the UK.
Alex Beckis on Linkedin
Alex Beckis
Alex is a copywriter and published author with insights and experience in the Contact Centre market. Experience includes writing Contact Centre user help, call scripts, emails, and video scripts, and ghost writing a book on how to launch and operate a Contact Centre.

Alex does B2B web copywriting for Australian and N.Z. companies.
Andy Ramage on LinkedinAndy Ramage on Wordpress
Andy Ramage
Managing Partner | Aalpha Energy Oil Brokerage
I am passionate about the psychology of wellbeing and how this can be harnessed to help individuals, managers, and companies to thrive. My background as a professional athlete also inspired an interest in the psychology of peak performance.
Annette Franz on LinkedinAnnette Franz on Twitter
Annette Franz
CEO & Founder | CX Journey Inc
Annette Franz has led Consulting Services departments for several companies that focus on improving both the customer experience and the employee experience by utilizing their software platforms to facilitate listening to and operationalizing the voice of the constituent.

Annette holds a B.S. in Management from California State University, is a Certified Customer Experience Professional (CCXP), and is CEM Certified. She is an active member of the Customer Experience Professionals Association (CXPA), as a Board Member, SoCal Local Networking Event Team Lead, CX Expert, and CX Mentor.
Belinda Roets on LinkedinBelinda Roets on Twitter
Belinda Roets
Co-Founder | Quality Connex
Belinda is passionate about call centre efficiency, having been in the contact centre space for over 15 years. She is the co-founder of Quality Connex, where she runs operations and oversees shared services and consulting. In past lives, she has run consulting for NSC, managed an AsiaPac Service Desk operation and been a trainer.
Ben Noble on Linkedin
Ben Noble
Content Marketing Manager | Five9
Ben specialises in contact centre technology and has a deep understanding of inside sales and customer service markets. Topics of interest include: AI, IoT, CRM, SaaS, PaaS, UCaaS, cyber security, cloud technology and CX.
Ben Shipley on LinkedinBen Shipley on Twitter
Ben Shipley
Sales & Partnerships Director APAC | Corinium Global Intelligence
Having spent time overseas running cross functional teams while also leading transformation initiatives, I have returned to Australia to immerse myself in the APAC world of CX which is one of the fastest emerging markets for transformation and investment in technology to improve Customer Experience.
Bill Durr on Linkedin
Bill Durr
Bill Durr is an industry veteran and has held a variety of sales, marketing and management roles for major contact centre vendors and worked as a consultant for centres challenged with meeting their performance objectives.

With more than 30 years in the market, he has practical experience with most contact centre technologies and the technology segments that comprise workforce optimisation, including workforce management.
Blake Morgan on FacebookBlake Morgan on LinkedinBlake Morgan on TwitterBlake Morgan on Youtube
Blake Morgan
Blake Morgan is a customer experience futurist. She's a globally recognized thought leader on customer experience and is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube.
Brad Shaw on Linkedin
Brad Shaw
CEO | LivePro
Brad Shaw is the CEO of livepro, a Customer Service Knowledge Management organisation. Brad has spent the last ten years coaching CEOs to focus of customer satisfaction and cost efficiencies, and ensuring his livepro clients are getting better outcomes from the system. When he isn’t championing livepro, you can find Brad cruising Sydney on his Vespa or spending time with his grandsons (yep, you heard that right!)
Brett Beranek on Linkedin
Brett Beranek
Director, Product Strategy, Voice Biometrics | Nuance
Brett Beranek is the Directory Product Strategy, Enterprise for Nuance with over 15 years of experience in the customer experience and biometrics space.
Brett Stone on Linkedin
Brett Stone
Co Founder | The Crucial Team
Co-Founder of The Crucial Team my role isn't defined by a series of tasks that I complete or by a list of duties I am responsible for. My role is to do whatever it takes to see that our customers and clients are more motivated, excited, and successful than they could desire for themselves.
Brian Harkin on Linkedin
Brian Harkin
Senior Director Sales | Convergys
Bruce Temkin on LinkedinBruce Temkin on Twitter
Bruce Temkin
Customer Experience Transformist and Managing Partner | Temkin Group
Bruce Temkin is a Customer Experience Visionary, Keynote Speaker, Strategic Adviser and Researcher helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine culture, strategy, marketing, interaction design, customer service, and leadership practices.
Carey-Ann Oestreicher on LinkedinCarey-Ann Oestreicher on Twitter
Carey-Ann Oestreicher
Chief Engagement Officer | Potential Unlimited
Winner of a TOP 40 UNDER FORTY Business Achievement Award, a Top Ranked Online Influencer by Forbes Women and nominee as one of Canada's Most Powerful100 Women™ , Carey-Ann Oestreicher is a leading expert who works with organizations and individuals to create more engaged, productive and happier people.
Carla Egan on InstagramCarla Egan on Linkedin
Carla Egan
Career Coach | Carla Egan Consulting
Carla Egan is a professional coach, trainer, and behavioural profiler, and combines her coaching skills with her 20-year career experience in inbound contact centre management to enable organisational change in individuals, teams, and leaders.
Carolina Scrobogna on Linkedin
Carolina Scrobogna
CX Expert | Surfly
I love to explore the dynamics of exceptional customer experience, and help companies improve, innovate, and humanise their CX with co-browsing. At Surfly my mission is to build trust between companies and their clients.
Carolyn Blunt on LinkedinCarolyn Blunt on Twitter
Carolyn Blunt
Managing Director | Ember Real Results
Contact Centre People Development Expert, Managing Director of Ember Real Results. Professional speaker & writer.
Cassie McInnes on LinkedinCassie McInnes on Twitter
Cassie McInnes
Service Project Role | Red Cross Blood Service
Cassie is a an expert in the field of customer service and coaching and loves to coach and develop people.

As a certified trainer and facilitator, Cassie is also passionate about designing and teaching Service Training and also coaches on performance improvement.

In her current role, Cassie also manages to balance and tie in her passions outside of work with a love of acting, drama, film and TV projects as well as public speaking and presenting.
Charles Green on Linkedin
Charles Green
Founder & Group CEO | RFi Group
Charles is an experienced leader and adviser in the banking and financial services sector with over 20 years’ experience in b2b media and business intelligence in retail banking, payments and commercial banking.

Charles is a regular speaker at thought leadership events in New York, London, Singapore, Hong Kong and Australia.
Chris Lawson on LinkedinChris Lawson on Twitter
Chris Lawson
Managing Partner | Lawson Concepts
Chris Lawson has spent more than 25 years championing customer service solutions for Fortune 500 companies and is a frequent speaker on service excellence. His firm, Lawson Concepts, helps contact centers harness information and provides solutions that redefine both the agent and the customer experience.
Chris Smith on Linkedin
Chris Smith
Change Manager | WalkMe
Chris is the HR Change and Transformation Lead at WalkMe™ helping enterprises streamline software changes smoothly and ensure that employees stay productive and successful .
Christina Hagh
Consultant | Aspect
Christina Hagh has more than 15 years of experience in Call-centre industry. She is an expert at optimising call center productivity and is an active speaker at various industry conferences and seminars.
Christine Corbett on LinkedinChristine Corbett on Twitter
Christine Corbett
Chief Customer Officer | Australia Post
Christine is an accomplished and highly versatile senior executive with extensive experience in delivering strong financial and people outcomes in the retail, eCommerce, consumer services and logistics sectors.

She is an experienced professional with a successful track record in managing large and complex teams to drive a balance of commercial, customer and stakeholder results.
Claire Morris on Linkedin
Claire Morris
Co-Founder & MD | Prezzee
Claire Morris is the co-founder and MD of Prezzee, Australia’s largest marketplace for digital GIft Cards. As well as a consumer solution, Prezzee Business is a solution for the B2B market with a self service platform designed to send 1000’s of Gift Cards in a few simple clicks.

Prior to launch Prezzee Claire was the former Art Director of Marie Claire receiving multiple design awards and is passionate about sustainability (Prezzee can help reduce the usage of traditional plastic Gift Cards).
Connor Bourke on Linkedin
Connor Bourke
Chief Executive Officer | Optima WFM
Connor Bourke is CEO of Optima WFM, a business process and consulting firm that is a pioneer in the field of WFM Managed Services. Optima provides clients from around the world with fully outsourced WFM services, as well as consulting and executive WFM recruitment.
Craig Bainbridge MPNLP on LinkedinCraig Bainbridge MPNLP on Twitter
Craig Bainbridge MPNLP
Craig is the author of numerous books including 'The Psychology of Cold Calling, 'Don't Pitch Close' and 'I want more leads I'll show you how'.

With over 25 years direct selling experience and qualifications in Applied Psychology, personal development and coaching there's nothing Craig doesn't know about helping individuals and companies achieve outstanding sales results.
Craig Borowski on Linkedin
Craig Borowski
Managing Editor, Market Researcher | Software Advice
Craig Borowski is a Market Researcher at Software Advice, covering technology and changing trends in the CRM market, with a focus on customer service, marketing automation and the impact of technology on CRM strategy.
CX Central
CX Central is committed to bringing you the latest CX news from Australia and across the globe. Got a news story, article or Press Release you'd like to share? Contact us!
Daniel Ord on Linkedin
Daniel Ord
Founder & Director | OmniTouch International
Daniel Ord is an American national, 17 year Singapore Permanent Resident and a 30 year veteran of the Service Management/Contact Centre industry. Through facilitation and speaking, I help and inspire corporate and governmental Clients to dramatically improve the efficiency and effectiveness of Service delivery across the Customer journey.

Over the past 16 years, I have engaged with more than 1,500 organisations, across 40 countries and with more than 50,000 participants in workshops & speaking engagements.
Dave Fish on LinkedinDave Fish on TwitterDave Fish on Wordpress
Dave Fish
Founder | Curiosity CX
Dave has 20+ years of applied experience in understanding consumer behaviour and consulting with Global 50 companies. He regularly writes and presents on those topics at conferences and professional publications. Dave has held several executive positions with MaritzCX, Maritz Research, J.D. Power and Associates, Toyota Motor Sales, and American Savings Bank and is currently the founder of CuriosityCX and SVP for ORC International.
David Jaffe on Linkedin
David Jaffe
Consulting Director and CoFounder | Limebridge
David Jaffe is the Consulting Director and co founder of LimeBridge Australia. He is a customer experience delivery expert and is a regular speaker on customer experience management and customer advocacy.

He has led work in customer service improvements at more than a dozen major Australian institutions and coordinates the content for the Chief Customer Office Forum in Australia.
David Joyce on LinkedinDavid Joyce on Twitter
David Joyce
David is recognised as an international thought-leader in organisational transformation and is a well-known international public speaker on this subject. He is the author of the books ‘Theories of Work: How we design and manage work’ and ‘Beyond Command and Control Technology’.
David is a leading authority on organisational change, and on both the theory and practice of the application of the Vanguard Method to service organisations.
David McQueen on LinkedinDavid McQueen on Twitter
David McQueen
State Manager NSW/ACT/SA, Connect Now | Westpac Group
David McQueen is the author of several articles that have been featured on both Linkedin, in the International Press and by several digital channels.
Derek Finch on Linkedin
Derek Finch
Senior Consultant | CX Consult
Derek Finch has worked in Contact Centre Management for over 23 years as a manager of a wide variety of organisations across Government, Not for Profit and Commerce.

Derek was the former national Chair of the ATA has been elected Life Member of the Auscontact Association. For fun he has also judged contact centre awards!
Derek Good on LinkedinDerek Good on Twitter
Derek Good
Director | LearningPlanet
Derek Good was a General Manager for fifteen years and since 2002 moved into corporate training and consulting. He has won Business Awards for Customer Service Excellence and for innovation in general training. These days Derek's focus is on researching the changes in training trends and developing his online micro video training organisation LearningPlanet which is currently accessed by thousands of users worldwide.
Devang Parikh on Linkedin
Devang Parikh
Devang is CEO of 24X7, a Melbourne based contact centre with proven success in providing affordable, high quality inbound and outbound lead generation and sales solutions.
Div Pillay on Linkedin
Div Pillay
CEO & Co Founder | MindTribes
Div Pillay has 17 years of people experience working with blended models of outsourcing and offshoring across Australia, India, Manila, Malaysia and South Africa. She has a national culture being Australian with a hybrid of being South African Indian! Her personal culture is one of being inclusive, accountable and customer focused. Her organisation culture is about harnessing people and their diversity to deliver high performance.
Don Peppers on LinkedinDon Peppers on Twitter
Don Peppers
Founder Partner | CX Speakers LLC
Don Peppers is recognized as a global authority on marketing and business competition. His first book, The One to One Future, written with Martha Rogers in 1993, is widely credited with having launched the CRM revolution.
Doris Higginbotham on Linkedin
Doris Higginbotham
President, Canon Information Technology Services | Canon
Ms. Doris Higginbotham has been President of Canon Information Technology Services, Inc., a wholly owned subsidiary of Canon U.S.A., Inc. since January 14, 2013.
Send an email to Dr. Elizabeth KirkDr. Elizabeth Kirk on FacebookDr. Elizabeth Kirk on LinkedinDr. Elizabeth Kirk on Twitter
Dr. Elizabeth Kirk
Owner and Principal Trainer | Practical Ergonomics
Practical Ergonomics was established in 2015 after my own experience of working with clients suffering from significant discomfort and pain while working with computers. This inspired me to head back to University to complete a PhD developing a unique interdisciplinary program designed to put ergonomics and healthy work behaviours into action as work skill. The results from research trials were more than significant. They were well beyond expectations. The Practical Ergonomics program is now available to Australian contact centres.
Francis Quinn on Linkedin
Francis Quinn
Managing Director | Athena Management Consulting
Frances is a business transformation and optimisation specialist helping businesses identify, enable, and implement strategies to improve customer experience, productivity, profitability, employee engagement and other key business objectives.
Glendon Evarts on FacebookGlendon Evarts on LinkedinGlendon Evarts on Twitter
Glendon Evarts
Glendon Evarts is the General Manager of ASTIA Customer Engagement Centre, a Sydney based outsourcing company.
Glendon has over 12 years experience in both NLP (Neuro Linguistic Programming) and contact centres both domestically and internationally.
Graeme Gilovitz on LinkedinGraeme Gilovitz on Wordpress
Graeme Gilovitz
Business Development Manager APAC & EMEA | Jacada
Graeme Gilovitz heads up Jacada’s Business Development team for the EMEA and APAC regions. Armed with a background in marketing & recruitment, Graeme sees the world differently from others.

He uses his "disruptive thinking" to find ways of enabling people and businesses to gain a competitive edge in a very overcrowded and complex world.
Greg Tanna on Linkedin
Greg Tanna
Managing Director | Tanna Partners
Over a career spanning 23 years, Greg Tanna has established himself as a thought leader in the supply of highly specialised executive talent in the Customer Experience domain spanning BPO, ICT, WFO, Sales, Service, Analytics, Digital, Intelligent Automation & AI Consulting sectors. Feel welcome to contact Greg directly on +61 414 503 719 or via the links at the top of this section.
Hagai Shaham on Linkedin
Hagai Shaham
Marketing | TechSee
Customer Service Marketing Professional with a background in technology and entertainment.
Holger Reisinger on LinkedinHolger Reisinger on Twitter
Holger Reisinger
Senior Vice President Large Enterprise Solutions | Jabra
Holger is a seasoned global executive with more than 25 years of experience from Fortune 500 companies to fast growing start-ups in the high-tech industry.

In addition to his role at Jabra, Holger is an accomplished speaker who presents at press and analyst events, industry conferences and sales trainings, and offers “expert opinion” to various industry media.
Jacada on LinkedinJacada on Twitter
Jacada
Guest Authors | Jacada
Jacada enables organisations to deliver effortless customer self service and agent assisted interactions by implementing cutting edge mobile, smart device, and web based visual IVR solutions, as well as optimised agent desktops, and business process optimisation tools.
Jack Pierce on LinkedinJack Pierce on Twitter
Jack Pierce
Managing Partner | myRhythm Group
Jack Pierce is a mentor and leader in the e-learning field and is now the Managing Partner of myRhythm Group - helping clients unleash the human potential of every person in their organisation.
Jack Starr
Jack of All Trades | Jack Starr
Jack Starr is one of Australia’s leading Jack of all trades and Master of none. Jack has been, or currently is, a writer, a waiter, a call centre operator, a nutritionist, a chef, children’s entertainer, a care worker, a brewery worker, a landscape gardener, a budding sportsman, a paperboy, a salesman, an entrepreneur and a dad.‘And I’m only 27!’
He wishes.
James Witcombe on LinkedinJames Witcombe on Twitter
James Witcombe
Associate Director | SMAART Recruitment
James leads a team of talented recruiters specialising in Sales & Marketing and Contact Centre roles for SMAART Recruitment - Australia's best recruitment brand.
Jason Price on Linkedin
Jason Price
Managing Director | Price Perrott Limited
Jason Price is an independent management consultant with sixteen years experience in business change and performance improvement of customer service, contact centre and complaints management operations.
Jemma Martin on FacebookJemma Martin on LinkedinJemma Martin on Wordpress
Jemma Martin
Founder | Her Future Moves
Jemma Martin loves to inspire people to think differently, create innovative solutions and take action for their professional future.

She is the founder of Her Future Moves, a social enterprise creating accessible and affordable Women’s Professional Development. Jemma is an avid learner who enjoys travelling, connecting with new people and going out to brunch.

Click the Social Media icons above to learn more about Her Future Moves!
Jennie McLaughlin on Linkedin
Jennie McLaughlin
Partner Advisory | EY
I have been working in this ever-changing industry for 27 years spanning marketing, sales, executive and commercial roles working across a diverse range of companies including several start-ups, multinationals and self-employed as a strategic adviser.

I'm passionate about helping clients solve complex business problems and delivering tangible results to their employees, customers and shareholders.
Jo Macdermott on Linkedin
Jo Macdermott
Jo Macdermott is a well known thought leader when it comes to all things Marketing. Jo is the Founder of Next Marketing, a well established Marketing Agency based in Melbourne.

Jo is looking to connect with Marketing Managers, Entrepreneurs (in funded start ups) and Small and Medium Sized Businesses (with a marketing budget).
Joel Hill on Linkedin
Joel Hill
General Manager | Noojee Contact Solutions
Joel started with Asterisk IT a few months after the company began as a support engineer. He worked in that position for just over 2 years before leaving to pursue other interests. Joel returned to Noojee in 2010 in a Sales role and became the General Manager in 2017
Johanna Anniston on Twitter
Johanna Anniston
Senior Consultant | Aspect Software
Johanna Anniston works as a senior consultant with Aspect Software and has more than 15 years of experience in call centre industry. She is an expert at optimising call centre productivity and is an active speaker at various industry conferences and seminars.
John Johnson on LinkedinJohn Johnson on Twitter
John Johnson
VP Channel Sales N. America | Techsee
A veteran of Customer Service, Contact Centre and Outsourcing industries, John is currently VP Sales Channel N. America for TechSee.
Josefine Fouarge on Linkedin
Josefine Fouarge
Sr. Product Marketing Manager at Nuance | Nuance
Josefine Fouarge is Sr. Product Marketing Manager in the Nuance Enterprise Division, focusing on automated and human assisted engagements in digital channels.
Josefine brings more than 10 years of experience in sales and marketing for technology related businesses in Germany and the U.S.
Josh Mastel on LinkedinJosh Mastel on Wordpress
Josh Mastel
Josh Mastel is an entrepreneur and leading expert on the Millennial Generation as a salesforce. He currently runs The Unentitled Project, a company that coaches organizations and sales leaders to properly hire, develop, manage, and lead their Millennial sales teams to achieve domination of their market space.

Josh is also a public speaker, delivering keynotes and Ted Talks at events, kickoffs, and sales meetings around the country.
Julian Sinclair on Linkedin
Julian Sinclair
Regional Sales Manager | Top Image Systems
Julian Sinclair is a high-energy, results-driven, strategically focused, hands-on senior sales leader with a continued record of achieving substantial, profitable & sustainable new business in highly competitive markets.
Julie-Anne Hazlett on Linkedin
Julie-Anne Hazlett
Head of Customer Experience | CallDesign
Julie-Anne has many years' experience working as a consultant in Europe, America, Canada, South America, South Africa and the Asia Pacific region. She has extensive knowledge in implementing best practice Workforce Optimisation particularly in the areas of Workforce Management, Performance Management and Quality. She has coached and trained many WFO professionals around the world.
Justin O'Hehir on Linkedin
Justin O'Hehir
Justin O'Hehir is a Human Synergistics facilitator and Director of Performance with People, a Human Resources Consultancy that assist organisations in success through people.
Justin Tippett - The CX Judge on FacebookJustin Tippett - The CX Judge on LinkedinJustin Tippett - The CX Judge on Twitter
Justin Tippett - The CX Judge
Chief Editor & Founder | CX Central
I'm a call centre 'lifer' who is passionate about the industry and helping individuals and businesses on their CX journey.

My other businesses include CX Connect - the smart sourcing solution for businesses, CX Consult - the call cetre health check specialists and ItsMyCall - Australia's CX & Contact Centre jobs website launching in late 2018.

You can also check out my CX Judge Podcast on iTunes where I'll be discussing all things CX with some of the best minds in the industry.
Kedar Nail on FacebookKedar Nail on LinkedinKedar Nail on Twitter
Kedar Nail
Chief Customer Officer | Customer Experience Solutions
Kedar Naik is Founder and Chief Customer Officer of Customer Experience Solutions. He has 20 years’ experience in helping companies understand their customers and provide great experiences to drive satisfaction, loyalty, retention and brand advocacy. Kedar also helps companies looking to offshore processes at a fraction of their current costs.
Kwame Aforo-Addo on Linkedin
Kwame Aforo-Addo
Head of Customer Service Strategy | OnMessage
Kwame Aforo-Addo is an experienced senior manager in the customer service industry having held roles at iiNet and Amaysim. He now heads up the Contact Centre strategy for On Message, Australia’s first dedicated specialist Messaging Agency – helping businesses implement AI chatbots and other creative solutions.
Linda Galindo on FacebookLinda Galindo on LinkedinLinda Galindo on Twitter
Linda Galindo
Keynote Motivational Speaker & Author | Linda Galindo | The Voice of Accountability
Linda Galindo is an author, keynote and consultant and one of the few people who can make accountability from top to bottom fascinating and motivating (ok..and the f-word too...FUN.)
Linda Simonsen on LinkedinLinda Simonsen on Twitter
Linda Simonsen
CEO & Founder | FuturePeople
Businesswoman, speaker, mentor and executive coach: Founder and CEO of FuturePeople. Tertiary qualified in HR and Psychology, University of Sydney. Member of AHRI and ATA, as well as CEO Institute. Honorary Fellow of CSIA. Fellowship with the Recruitment Consulting Services Association (RCSA). Genos Emotional Intelligence (EI) Accredited.
Luke Rees on Linkedin
Luke Rees
Head Of Digital | AccuraCast
Luke Ross on Linkedin
Luke Ross
I am a senior capability and enablement professional with over 18 years experience in development of B2B and B2C organisations. A Registered Psychologist and who has specialised in the application of organisational psychology to increase performance in the workplace.
Send an email to Luke ShepherdLuke Shepherd on Linkedin
Luke Shepherd
Senior Recruitment Consultant | Sales Source National
Luke is a Senior Recruitment Consultant for Sales Source National, a sales and marketing specialist agency. He is also a customer service expert and public speaker.
Margie Warrell on FacebookMargie Warrell on InstagramMargie Warrell on LinkedinMargie Warrell on TwitterMargie Warrell on Wordpress
Margie Warrell
Bestselling Author | Speaker | Coach | Margie Warrell
Drawing from her background in business, psychology, and coaching, along with her diverse personal experiences, Margie is passionate about helping individuals and organisations to take braver risks, engage in bigger conversations and lead more purposefully.

Margie is also the Founder of Global Courage, a women's empowerment organisation, the host of RawCourage.TV and a regular contributor to leading media outlets including ABC News Breakfast and Huffington Post. Margie is also an Ambassador for Women in Global Business and Beyond Blue.
Mark LeBusque on Linkedin
Mark LeBusque
Chief Purposeful Provocateur | marklebusque.com
Author of BEING HUMAN and with experience across a wide range of areas from the floor to the boardroom in operations, customer service, sales, human resources, general management and education Mark has a unique ability to get underneath the noise and find the truth in order to allow individuals and organisations to make progress.
Mark McDermott on Twitter
Mark McDermott
Account & Development Director | ProSell Learning
Mark is a dynamic L&D Change Consultant, Account Director and Facilitator/Trainer with over 29 years’ experience in multiple sector/verticals.

Working with businesses to change cultures, Mark helps shape companies strategic learning challenges by articulating what needs to change and how it should be delivered to come alive for managers and teams alike.
Mark West on Linkedin
Mark West
Customer Service Manager | EBSCO Information Services
Mark West is a customer experience “nerd’ and has spent over 15 years in the industry within operational and strategic roles. Mark has lead customer service teams for iconic Australian brands Aussie and David Jones, helped shape the customer experience for the wildly successful Pepper Money and is now tackling the B2B space with EBSCO Australia.

With a passion for the study of customer and employee experience, Mark has dedicated his career to building customer-centric culture in ambitious Australian businesses.
Martin Grunstein on LinkedinMartin Grunstein on WordpressMartin Grunstein on Youtube
Martin Grunstein
Customer Service Expert
Martin Grunstein’s outstanding results with over 500 Australian companies across over 100 industries have made him this country’s most in-demand speaker on customer service. Discover more at
martingrunstein.com.au/
Matthew Carracher on Linkedin
Matthew Carracher
Chief Operating Officer | Salmat
Matthew Carracher is Chief Operating Officer - Contact at Salmat, a marketing services business.
Micah Solomon on LinkedinMicah Solomon on Twitter
Micah Solomon
Author, keynote speaker, cx consultant | michahsolomon.com
Micah Solomon is a customer service consultant, customer service speaker and bestselling business author. 
Michael Terry on Linkedin
Michael Terry
Managing Director | Advatel
Michael Terry has been a key figure in the contact centre industry for over 40 years in Australia. Michael is the Managing Director of Advatel and former Chairman of the Auscontact Association who helped oversee the merger of the ATA and the Contact Centre Managers Association.
Mike Crompton on Linkedin
Mike Crompton
Customer Service Representative and Viral Marketer
Mike Crompton is a customer service specialist, viral marketer and former recruiter living in Melbourne, Australia. When he's not helping customers achieve their goals or promoting like a madman, he enjoys working with disadvantaged youth and making grown adults cry on the pool table!
Mostafa Hadi on LinkedinMostafa Hadi on Twitter
Mostafa Hadi
Operations Manager | Westpac Banking Corporation
Mostafa Hadi is a thought leader, blogger, coach and speaker. He has held numerous leadership positions in contact centres, with one of the biggest financial institutions in Australia. He has led multi-national teams in the process, whilst also being involved in the implementation of regulatory changes in Australia for the bank.

He prides himself on being passionate about leadership and helping people be the best version of themselves.
Nate Brown on LinkedinNate Brown on Twitter
Nate Brown
Director of Customer Experience | CX Accelerator
Nate is the Co-founder of CX Accelerator. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. From authoring and leading a client success program, to journey mapping, to implementing gamification strategies, to managing a complex contact center, Nate is always learning new things and sharing with the CX community.
Nathan Burke on LinkedinNathan Burke on TwitterNathan Burke on Wordpress
Nathan Burke
Nathan Burke started his career as a schoolteacher before the demands of elite level football with St Kilda F.C. took over. Following a successful corporate career he founded Nathan Burke Consulting – a Melbourne based firm that offers High Performance Training and Coaching solutions to corporates, schools and sports teams.
Niamh Reed on LinkedinNiamh Reed on Twitter
Niamh Reed
Copywriter | Parker Software
Niamh Reed works in content creation at Parker Software, a leading UK software house that offers live chat software and business process automation to businesses worldwide. She spends most of her time writing articles spanning topics such as customer service and user experience.

During her downtime, she draws, plays the violin, and hip-throws people twice her size in jiu-jitsu.
Nick Collett on LinkedinNick Collett on Twitter
Nick Collett
Owner, Director & General Manager | Peakbound Holdings Pty Limited
Nick is a Financial Services and Contact Centre professional with extensive senior management experience in contact centres, direct sales and face-to-face advice distribution businesses.

Nick is currently the Owner, Director & General Manager of Peakbound Holdings, an specialist financial services call centre outsourcer based in Sydney.
Nick Di Fuccia on Linkedin
Nick Di Fuccia
Head Of Delivery | Excite IT
Currently the Head Of Delivery at Excite IT, Nick brings over 10 years experience managing high volume Enterprise Contact Centres, having started his career ground up on the phones.
He has a proven track record in the areas of People Leadership, Operational Delivery, Process transformation and last but not least, Client relationship management.
Nick Jiwa on Linkedin
Nick Jiwa
Founder | CustomerServ
Nick Jiwa is a tenured contact center outsourcing veteran and the Founder of CustomerServ - a trusted adviser specializing in creating the perfect match between companies that need outsourcing services with elite contact center service providers.
Patrick T Freeman
Business professional with 16 years strategic experience in workforce management, analysis, business metrics, finance, organisational design, change management and continuous improvement.
Paul Petrone on Linkedin
Paul Petrone
I'm a huge believer that people are the key to any organisation, so my goal soon became figuring out what type of people to bet big on, and which ones not to. Through my articles, I've reached more than five million people with my own thoughts on the subject, and have garnered priceless wisdom from their collective perspectives. I'm thrilled now to work for LinkedIn, a company that shares the value I hold most dear: people matter.
Peter Desmond on Linkedin
Peter Desmond
Digital Marketing Executive | Zevas Communications Ltd.
Peter Desmond is Digital Marketing Executive for Zevas Communications Ltd. Zevas is a privately owned leading provider of outsourced (our site) and insource (client site) customer contact solutions based in Cork, Ireland.

Peter specialises in SEO, Content Creation, PPC Advertising, Analytics, Lead Generation and Social Media Marketing.
Peter Grist on Linkedin
Peter Grist
Managing Director | Grist Consulting
Peter Grist, Managing Director of Grist Consulting is one of Australia’s leading behavioural change consultants and is on a mission to redefine sales and help people have more authentic, meaningful and compelling conversations with their customers and sales/service teams.
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Pierre de Braux
Content Strategist | Spiralytics
Pierre de Braux is a content strategist at Spirayltics, a full-service digital marketing agency based in Manila, Philippines. He's worked with a number of clients from operating in industries ranging from business process outsourcing, InfoTech, and lead generation, to HR, SaaS, and consumer goods. He has a strong passion for all things sales and marketing-related and is on a mission to change the world, one piece of content at a time.
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Rachel Kemp
Resource Development Manager | ANZ
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Rebecca Wilson
Senior Advisor - Customer Experience Council | Forrester
Rebecca has extensive experience in CX strategy development, customer journey mapping, the application of behavioural economics theory and has helped companies navigate the links between Marketing, IT and Customer Insights through a "human truth" approach.
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Robert Shimonski
Experienced business leader and expert level technologist with 20 years of proven experience delivering solutions within diverse and challenging environments.
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Ryan Waight
Speaker | Author | Podcaster | Ryan Waight Performance
Ryan Waight is a professional speaker on 'Modern Age Leadership' & ‘Performance Through Progressive Mindset'. He is currently the author of two books, Leadership Within and Progressive Mindset. He also hosts and produces The Mindset Project podcast.
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Sarah Jacobs
Sarah Jacobs is an experienced writer who loves creating articles that can benefit others. She has worked as a freelance writer in the past making informative articles and fascinating stories.
She has extensive knowledge in a variety of fields such as technology, business, finance, marketing, personal development, and more.
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Scott Allan
Director of Sales and Partnerships | oneChat
Scott Allan is a contact centre, customer contact and outsourcing professional with over 15 years experience in a wide variety of sales and operational roles as well as a published online author winning several awards in the online marketing community for his white papers, sales training and marketing videos.
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Shane Goldberg
Principal and Founder | CustCore Consulting
Shane Goldberg is the founder and Principal at CustCore Consulting, a specialist consultancy firm with a focus on helping companies of all sizes unlock new areas of growth through measuring and improving customer experience.
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Shelley Flett
Shelley Flett is an expert in leadership development and team performance. With a background in Operations and Call Centre’s across banking and telecommunications, she believes the core components of good leadership involve investing in relationships, inspiring respect and influencing results.
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Simon Blair
Founder | Five Degrees
Simon Blair is a Customer Experience Coach for staff and managers at the frontline of customer contact operations and is the owner and founder of Five Degrees based in Melbourne, Australia.
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Budding Journalist!
Sinelle Ann Fernandez works in a New Zealand call centre by day, and is a budding journalist by night!
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Stefan Captijn
Senior Director, Product Marketing | Genesys
Steve Fitzgerald
National Sales & Marketing Manager | Premier Technologies
Steve Fitzgerald is the National Sales and Marketing Manager at Premier Technologies, one of Australia’s leading providers of contact centre and hosted payment and transaction solutions.

Premier addresses real contact centre challenges, to enable companies and their customers to communicate effectively and build lasting relationships.
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Suzanne Waldron
Keynote & Motivational Speaker | Suzanne Waldron
Suzanne specialises in leadership and behavioural change, helping organisations create genuine leaders. You'll find Suzanne at home on the stage speaking at conferences, coaching leaders and with leadership teams facilitating their cohesion. She is the published author of A Flourishing Mind, Ambassador for R U OK? and was a nominee for Western Australia of the Year 2016.
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tcn
As a leader in the hosted call centre technology industry since 1999, TCN, Inc. is recognised worldwide as the preeminent global provider of cloud-based virtual call centre technologies.
Their cutting-edge communication technology has rendered expensive hardware, subscription software, and crowded call centres obsolete.
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Terence Alvares
Productivity Lead, Global Contact Centres | Telstra
Extensive experience in customer service/contact centre operational leadership, strategy and management, P&L accountability, business development and relationship management for a range of corporate enterprises and call centre outsourcers.
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Tim Mullen
Business builder, investor and consultant - Tim likes to challenge the ways things have always been done working in global consultancies to corporates, co-founding my own companies and investing in others.
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Tracy Trew
Head of Group Contact Centre | DW Fitness First
Tracy Trew is a highly experienced, high energy customer service leader/troubleshooter. A specialist in process improvement, performance improvement and employee engagement experience within the contact centre /service based / retail industries, Tracy is available for consultancy and project work across the globe.
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Will Kingston
Customer Strategy Consultant | PWC
Will is a Customer Strategy Consultant at PwC Australia. He started his career with the global management consulting firm Peppers & Rogers and has taken a customer-centric approach to subsequent roles in business, the law and consulting.
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