Our Authors

Head of CX Solution & Strategy at Qualtrics. Through her career Ivana has a proven track record in helping organisations design and implement large-scale CX programs that improve decision making, prioritise resources and drive superior customer outcomes. She has held a broad range of business transformation roles across the Australian Energy and Financial Services sectors.1 Articles

Matt Ream, Director of Product Marketing, BillingPlatform1 Articles

Damian Kernahan is Australia's leading expert on service design, customer experience management and service innovation, believing that branding is the promise you make; customer experience is the promise you keep.1 Articles

Product and Solution Director, Ping Identity.1 Articles

Senior Director, Solution Consulting for Asia-Pacific and Japan, Docusign.1 Articles

Chair and CEO at UserTesting. Andy brings 20 years of enterprise SaaS experience to UserTesting. As a former product executive at Oracle and Salesforce, he saw the critical role that customer-centricity plays in creating great experiences. By helping companies become more customer-centric, he has grown multiple enterprise SaaS businesses to hundreds of millions of dollars.1 Articles

Regional Vice President APAC, Twilio Segment. Liz is a passionate commercial leader and mentor with management, sales, marketing, consulting and services experience across Australia and the UK. Liz has enjoyed managing a range of sales and service teams as well as successfully leading the launch of start-ups and business units into new markets.1 Articles

Carl Gribble, Manager, Member Experience Design at RACQ. Carl was the Chair of Design Thinking 2019, Australia's premier conference on design thinking and human-centred design. He will be presenting Customer Contact Week ANZ in February 2020,1 Articles

James Johnstone is the Chief Operating officer at Customer Science1 Articles

Margot Birbek is a Customer Experience (CX) thought leader who has specialised in the Science of Customer Journey Management, working with large enterprises across Australia and New Zealand.1 Articles