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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 Guest Authors who have contributed to  CX, contact centre, call centre and customer articles over the years.

If you’d like to be a Guest Author on CX Central, click to learn how you can submit an article or blog.

Guest Authors on CX Central

Please browse all the Guest Authors who have an article published on CX Central. Just click on > articles to view their specific articles.

Daniel Ord
About Daniel Ord 14 Articles

Founder and Director of OmniTouch International, Dan is engaged by global, regional and country super brands to help build or expand competencies around their Contact Centres, Customer Service delivery and Customer Experience know-how.


Born in the USA and now based in Germany, over the past 20 years, Dan has engaged with more than 1,500 organisations, across 40 countries and with more than 50,000 participants in workshops & speaking engagements.


When bringing his training down under Dan partners with CX Skills so check their website for the latest courses.

Kwame Aforo-Addo
About Kwame Aforo-Addo 8 Articles
Kwame Aforo-Addo is an experienced senior manager in the customer service industry having held roles at iiNet, Amaysim and OnMessage. He is now Business Development Manager for Yellowfin BI.
Belinda Roets
About Belinda Roets 6 Articles

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.

Simon Blair
About Simon Blair 5 Articles
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.
Cassie McInnes
About Cassie McInnes 4 Articles

Cassie is 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.

Niamh Reed
About Niamh Reed 4 Articles

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.

Shane Goldberg
About Shane Goldberg 4 Articles
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.
Jacada
About Jacada 4 Articles
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.
Annette Franz
About Annette Franz 4 Articles

Annette is a recognised customer experience thought leader who is passionate about helping to build people-focused organisations, organisations that care about people over profits, knowing that by focusing on employee experience first, a great customer experience will follow.


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.

Liz Kirk (PhD)
About Liz Kirk (PhD) 3 Articles

Absenteeism cost the national economy over $32.5 billion in lost wages and productivity every year and call centres record the second highest rate of sickies in Australia.


I help companies reduce rates of absenteeism and increase profits by building the modern health and wellness skills staff need to flourish in the 21st Century workplace.

Carla Egan
About Carla Egan 3 Articles
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.
Jemma Martin
About Jemma Martin 3 Articles

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 below to learn more about Her Future Moves!

Micah Solomon
About Micah Solomon 3 Articles
Micah Solomon is a customer service consultant, customer service speaker and bestselling business author. 
Greg Tanna
About Greg Tanna 3 Articles

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 social links below.

Mark West
About Mark West 3 Articles
Mark is cofounder of Magnificent Nerds, an award-winning experiential agency specialising in games, VR and esports, as well as Legit Nerds, a start-up travel brand offering packages and tours to the best gaming and pop culture events in the world.
Kedar Naik
About Kedar Naik 3 Articles

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.

Linda Simonsen
About Linda Simonsen 3 Articles

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.

Derek Finch
About Derek Finch 3 Articles

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 and is currently a senior consultant for CX Consult.

Carolyn Blunt
About Carolyn Blunt 2 Articles
Contact Centre People Development Expert, Managing Director of Ember Real Results. Professional speaker & writer.
Don Peppers
About Don Peppers 2 Articles
Don Peppers is recognised 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.
Suzanne Waldron
About Suzanne Waldron 2 Articles

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.

Mike Crompton
About Mike Crompton 2 Articles
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!
Justin O'Hehir
About Justin O'Hehir 2 Articles
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.
Nick Jiwa
About Nick Jiwa 2 Articles

Nick Jiwa is a tenured contact centre outsourcing veteran and the Founder of CustomerServ - a trusted adviser specialising in creating the perfect match between companies that need outsourcing services with elite contact centre service providers.

Luke Ross
About Luke Ross 2 Articles

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.

Mostafa Hadi
About Mostafa Hadi 2 Articles

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.

James Witcombe
About James Witcombe 2 Articles
James leads a team of talented recruiters specialising in Sales & Marketing and Contact Centre roles for SMAART Recruitment - Australia's best recruitment brand.
Nathan Burke
About Nathan Burke 2 Articles

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.

Martin Grunstein
About Martin Grunstein 2 Articles
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/
Div Pillay
About Div Pillay 2 Articles

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.

Derek Good
About Derek Good 1 Article

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.

Alex Beckis
About Alex Beckis 1 Article

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 ghostwriting a book on how to launch and operate a Contact Centre.


Alex provides B2B web copywriting for Australian and N.Z. companies

Glendon Evarts
About Glendon Evarts 1 Article
Glendon has over 12 years experience in both NLP (Neuro Linguistic Programming) and contact centres both domestically and internationally.
Josefine Fouarge
About Josefine Fouarge 1 Article

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.

Blake Morgan
About Blake Morgan 1 Article
Blake Morgan is a customer experience futurist. She's a globally recognised thought leader on customer experience and is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube.
David Jaffe
About David Jaffe 1 Article

David Jaffe is the Consulting Director and co-founder of LimeBridge Australia and is a customer experience delivery expert as well as 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.

Jack Pierce
About Jack Pierce 1 Article
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.
Rachel Kemp
About Rachel Kemp 1 Article
Rachel is an experienced recruitment leader, leading teams across New Zealand and Australia to implement HR and operational strategies and manage processes, efficiency and continuous improvement projects.
Jen Roberts
About Jen Roberts 1 Article
Jen Roberts is an ICF certified executive coach and trainer who helps business leaders and their teams create fun, engaged, productive, and empowered environments where people love to work and are inspired to give their very best.
Luke Shepherd
About Luke Shepherd 1 Article
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
About Margie Warrell 1 Article

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.

Charles Green
About Charles Green 1 Article

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.

Sarah Jacobs
About Sarah Jacobs 1 Article

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.

Nate Brown
About Nate Brown 1 Article

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 centre, Nate is always learning new things and sharing with the CX community.

Chris Smith
About Chris Smith 1 Article
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
About Christina Hagh 1 Article
Christina Hagh has more than 15 years of experience in the call centre industry. She is an expert at optimising call centre productivity and is an active speaker at various industry conferences and seminars.
Adrian Swinscoe
About Adrian Swinscoe 1 Article

I’'m an independent customer experience consultant, adviser, speaker and author and have worked with companies from across the world.


I’'ve also 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.

Paul Petrone
About Paul Petrone 1 Article

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.

Brian Harkin
About Brian Harkin 1 Article
Brian is a seasoned outsourcing and professional services sales leader who is strong in engaging his staff and clients and driving over performance against sales targets.
Pierre de Braux
About Pierre de Braux 1 Article

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.

Tom Eggemeier
About Tom Eggemeier 1 Article
Tom Eggemeier is the president at Genesy and he is responsible for the company’s customer-facing activities and key cross-functional initiatives.
Josh Mastel
About Josh Mastel 1 Article

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.

Peter Desmond
About Peter Desmond 1 Article
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.
Jo Macdermott
About Jo Macdermott 1 Article

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 startups) and Small and Medium Sized Businesses (with a marketing budget).

Elizabeth Magill
About Elizabeth Magill 1 Article

For over 15 years, Elizabeth has led product marketing for leading CX software vendors, including IBM, DemandTec, Coremetrics, Aspect Software, and eGain.


Currently, she holds this role for Cyara, the leading provider of CX Assurance solutions, where she defines positioning, messaging and go-to-marketing strategy.

Terence Alvares
About Terence Alvares 1 Article
Terence has 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.
Peter Grist
About Peter Grist 1 Article
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.
Brett Beranek
About Brett Beranek 1 Article
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
About Brett Stone 1 Article
Co-Founder of The Crucial Team where 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.
Patrick T Freeman
About Patrick T Freeman 1 Article
Patrick is a business professional with 16 years of strategic experience in workforce management, analysis, business metrics, finance, organisational design, change management and continuous improvement.
Craig Borowski
About Craig Borowski 1 Article
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.
Shelley Flett
About Shelley Flett 1 Article

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.

Steve Fitzgerald
About Steve Fitzgerald 1 Article

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.

Ryan Waight
About Ryan Waight 1 Article
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.
Nick Collett
About Nick Collett 1 Article

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.

Doris Higginbotham
About Doris Higginbotham 1 Article
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.
Connor Bourke
About Connor Bourke 1 Article
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.
Brad Shaw
About Brad Shaw 1 Article

Brad Shaw is the CEO of livepro, a Customer Service Knowledge Management organisation.

Brad has spent the last ten years coaching CEOs to focus on 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!)

Jim Haudan
About Jim Haudan 1 Article
Jim leads a group of creative, analytical people who combine insights, art, visualization, and dialogue in innovative ways with clients including GAP, PETCO, Pepsi, Taco Bell, Hilton Hotels and more. A frequent speaker on leading successful change including topics on leadership alignment, building organizational movements, business transformation, and accelerated learning, Jim has contributed to numerous business publications.
Stefan Captijn
About Stefan Captijn 1 Article
I help customers succeed in offering better customer experiences with a strong focus on contact centres. For this, I am actively looking for qualified partners who can add value to our customers through Amazon Connect and other Amazon Web Services capabilities.
Julian Sinclair
About Julian Sinclair 1 Article
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.
Andy Ramage
About Andy Ramage 1 Article

I am passionate about the psychology of well-being 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.

Carolina Scrobogna
About Carolina Scrobogna 1 Article

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.

Craig Bainbridge MPNLP
About Craig Bainbridge MPNLP 1 Article

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.

tcn
About tcn 1 Article

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.

Nick Di Fuccia
About Nick Di Fuccia 1 Article

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.

Robert Shimonski
About Robert Shimonski 1 Article
Robert is an experienced business leader and expert level technologist with 20 years of proven experience delivering solutions within diverse and challenging environments.
Bill Durr
About Bill Durr 1 Article

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.

Matthew Carracher
About Matthew Carracher 1 Article
Matthew Carracher is General Manager - Marketing Solutions at Salmat, a marketing services business based in Melbourne, Australia.
Derek Bullard
About Derek Bullard 1 Article
Derek is a seasoned executive and entrepreneur that has successfully founded and led multiple high growth organizations. Passionate about social causes, Derek has worked, volunteered or served on the board of directors for several non-profit organizations and he has been featured and provided insight to various media outlets including CNBC.COM and The Associated Press.
David McQueen
About David McQueen 1 Article
David McQueen is the author of several articles that have been featured on both Linkedin, in the International Press and by several digital channels.
Jennie McLaughlin
About Jennie McLaughlin 1 Article
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.
Christine Corbett
About Christine Corbett 1 Article
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.
Johanna Anniston
About Johanna Anniston 1 Article
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.
Hagai Shaham
About Hagai Shaham 1 Article
Customer Service Marketing Professional with a background in technology and entertainment.
Tracy Trew
About Tracy Trew 1 Article

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.

Linda Galindo
About Linda Galindo 1 Article
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.)
Scott Allan
About Scott Allan 1 Article
Scott Allan is the Director of Sales at OneChat and he 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.
Ben Noble
About Ben Noble 1 Article
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, cybersecurity, cloud technology and CX.
Tim Mullen
About Tim Mullen 1 Article
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.
Joel Hill
About Joel Hill 1 Article

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.

Ben Shipley
About Ben Shipley 1 Article
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.
Francis Quinn
About Francis Quinn 1 Article
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.
Mark Homes
About Mark Homes 1 Article
Mark speaks to some of America's most successful business brands on improving sales, customer experience, leadership and employee performance. His insights are covered in a range of national media across the USA.
Devang Parikh
About Devang Parikh 1 Article
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.
Dave Fish
About Dave Fish 1 Article

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.

Mark McDermott
About Mark McDermott 1 Article

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.

Chris Lawson
About Chris Lawson 1 Article

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 centres harness information and provides solutions that redefine both the agent and the customer experience.

Mark LeBusque
About Mark LeBusque 1 Article
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.
Jason Mallia
About Jason Mallia 1 Article
Jason Mallia is Country Manager, Australia and New Zealand, at Confirmit, the leading global solutions provider for Customer Experience, Voice of the Employee and Market Research. Jason has extensive sales and management experience in IT solutions for marketing, analytics, customer centricity, and data management and has led sales teams in five countries.
Carey-Ann Oestreicher
About Carey-Ann Oestreicher 1 Article
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 organisations and individuals to create more engaged, productive and happier people.
Jack Starr
About Jack Starr 1 Article

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.

Will Kingston
About Will Kingston 1 Article
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.
Julie-Anne Hazlett
About Julie-Anne Hazlett 1 Article
Julie-Anne has extensive knowledge in implementing best practice Workforce Optimisation particularly in the areas of Workforce Management, Performance Management and Quality and she has coached and trained many WFO professionals around the world.
Heidi Alexandra Joy
About Heidi Alexandra Joy 1 Article
I help executives and business owners who are frustrated with the people stuff, to transform their workplace culture into one where their people feel creative, useful and productive.
Sinelle Ann Fernandez
About Sinelle Ann Fernandez 1 Article
Sinelle Ann Fernandez works in a New Zealand call centre by day, and is a budding journalist by night!
Graeme Gilovitz
About Graeme Gilovitz 1 Article

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.

Charles Heunemann
About Charles Heunemann 1 Article
Charles manages Natterbox's ventures in the APAC market and has over 30 years experience in the Information Technology sector including 15 years in IT security.
Holger Reisinger
About Holger Reisinger 1 Article

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.

Michael Terry
About Michael Terry 1 Article

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 in Australia.

Aaron Waters
About Aaron Waters 1 Article

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.

Luke Rees
About Luke Rees 1 Article
Luke is the Head of Digital for AccurCast, specialists in ethical, international search engine optimisation, online advertising, and social media and mobile marketing.
Nichelle Dekeyzer
About Nichelle Dekeyzer 1 Article
Nichelle is VP of Sales at Clearlink. She has over a decade of experience in forecasting, recruiting, workforce management, and operational efficiency management; she’s currently pursuing her doctorate in Organizational Change and Leadership from the University of Southern California.
Bruce Temkin
About Bruce Temkin 1 Article

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.

John Johnson
About John Johnson 1 Article
A veteran of Customer Service, Contact Centre and Outsourcing industries, John is currently VP Sales Channel N. America for TechSee.
David Joyce
About David Joyce 1 Article

David is recognised as an international thought-leader in organisational transformation and is a well-known international public speaker on this subject and 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.

Rebecca Wilson
About Rebecca Wilson 1 Article
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.
Mike Smith
About Mike Smith 1 Article
Mike Smith was the CEO of Australia and New Zealand Banking Group Ltd (ANZ) from 2007 to 2015. Following his retirement, he remained an Adviser to the Board until July 2017. Mike now spends his time with his wife and three children and he also enjoys wine, tennis and classic cars.
Claire Morris
About Claire Morris 1 Article

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.

John Taylor
About John Taylor 0 Articles

John is a long-time professional with over two decades of experience in analytics and communications technology.


He works as the Senior Data Analyst at Fone Dynamics, a leader in call tracking, voice, and SMS communication. When John steps out of the office, he loves to spend time with his family and bike riding.

Catherine Park
About Catherine Park 0 Articles
Catherine Park is a professional Content Writer and a blogger with full of energy and positivism. She is an expert in writing exclusive contents on business and technologies that are helpful for large enterprises, SMEs and business startups.
Sue Anderson
About Sue Anderson 0 Articles

Sue Anderson works in the field of Emotional Intelligence and Resilience, specifically in Contact Centres. Her speciality is helping people develop mental toughness so they can excel (not handle) in the pressures of the modern workplace.


With qualifications in psychology, management, quality assurance, training and coaching, Sue’s unique approach is accessible, fun and builds capability. Sue passionately believes that developing resilience and being Unshakeable at Work is critical to improving everyone’s wellbeing and quality of life.

Gauthier Delmee
About Gauthier Delmee 0 Articles

Gauthier has worked in the contact centre industry for more than 16 years, across 4 continents.


As a Domain Consultant at Cyara, he works with Cyara’s largest customers to assess and innovate CX development and monitoring capabilities, crafting an immediate and long-term vision for success.

Jason Price
About Jason Price 0 Articles
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.
Lauren Willox
About Lauren Willox 0 Articles

Lauren is a contact centre recruitment specialist currently working for the Command Group based in Sydney Australia.


Integrity, honesty and transparency form the cornerstone of my success and are the key values that I pride myself on. I have a 98% repeat business rate with my clients assisting them to secure and retain high calibre staff within their organisations.

Emma Smith
About Emma Smith 0 Articles
Emma Smith is the PR and content manager at Fonvirtual, providing companies and entrepreneurs with communication solutions such as cloud call centre or international virtual phone numbers.