25+ years inside government and enterprise systems. He ran contact centres and led technology strategy. Conferences, boards and roundtables book him for the vendor-neutral read on AI and service, and why the fix is the system, not the tool.
Michael Clark is the Co-Founder and Principal Consultant at CXTT Consulting, and Principal Advisory Strategist at CrayonIQ, working across the Asia-Pacific to deliver transformation in customer experience, contact centres, and technology.
With over 25 years' leadership experience in government and financial services, Michael is one of the few consultants to have led large-scale contact centre and CX operations as well as enterprise technology strategy as a Chief Information Officer.
He has delivered keynotes, panel presentations, and fireside sessions at domestic and international conferences, from Munich to Sydney, facilitated executive roundtables, and consulted across multiple industry sectors, helping boards, executives, and leadership teams achieve measurable results in times of disruption and change.
With analyst Audrey William, he co-authors the APAC Contact Centre CX Platforms with AI Buyers Guide, an independent, vendor-neutral assessment of the region's major platforms. First published in 2025, now in its second edition for 2026.
Start with what the market's actually choosing. Then explore why your system breaks, how AI amplifies it, and how to redesign.
The contact centre platform market has shifted in the past few years. Consolidation, AI capabilities, language and sovereignty, and deployment models changed. This session cuts through vendor narratives and shows what the market's actually choosing, why, and what that signals about the future of CX operating models. Built on 18 months of vendor assessment and buyer feedback across APAC.
Why transformation programmes keep succeeding on paper while service quietly degrades. The constraint was never the technology or the team. It's the way the system was built to behave, and it's doing exactly that. A confronting, evidence-based session executives don't forget.
Drop AI onto a broken service system and you don't fix it, you scale it faster. This session shows how AI exposes organisational design, hardens whatever already exists, and forces an operating model decision most leaders are still avoiding. The talk your AI vendor won't give you.
Where the work goes next. How boards and executive teams redesign service as a system rather than a set of departments, so AI, people, and process pull in one direction and the outcome is measurable. Built for leadership teams who leave wanting the workshop.
Domestic and international stages since 2008. One recurring thread: AI, the contact centre, and why service holds or breaks.
| Year | Event | Topic / Role | Location |
|---|---|---|---|
| 2026 | Verint Engage on the Road Speaker | Navigating the APAC CX AI Market – Fireside Chat | Melbourne / Sydney / Brisbane |
| 2026 | Verint Webinar Webinar | Leading the Shift: What's Next for APAC Contact Centres | APAC Online |
| 2026 | Auscontact National Conference Facilitator | Rapid-Fire Industry Exchange | Brisbane, Australia |
| 2026 | Natilik & Cisco Keynote | Getting Contact Centre AI Right | Sydney, Australia |
| 2026 | Matchboard & Cisco Facilitator | Executive Roundtable | Melbourne, Australia |
| 2026 | Weploy / Matchboard Facilitator | Executive Roundtable | Sydney, Australia |
| 2025 | CxOutsourcers Mindshare Keynote | Digital Transformation Journey + CX Disrupters Panel | Munich, Germany |
| 2025 | BPO Exchange Panel | The Future of the BPO Industry and the Impact of AI | Sydney, Australia |
| 2025 | Verint Asia Pacific Webinar Panellist | AI in Action: CX Trends Shaping Asia Pacific. 1,000+ Registered | APAC Online |
| 2025 | Auscontact Excellence Awards Judge / Speaker | 2025 Awards Virtual Launch. 300+ Registered | Australia |
| 2025 | Matchboard & Sprinklr Facilitator | Executive Roundtable Lunch | Sydney, Australia |
| 2025 | Matchboard & Zoom Facilitator | Executive Roundtable Lunches | SYD / MEL / BNE / PER |
| 2025 | Matchboard & Weploy Facilitator | Executive Roundtable Lunch | Brisbane, Australia |
| 2025 | Matchboard & Prohance Facilitator | Executive Roundtable Dinner | Melbourne, Australia |
| 2024 | Microsoft AI Tour Panel | Autonomous Contact Centre of the Future | Sydney, Australia |
| 2024 | Citizen Service Delivery Breakfast Speaker | CX, Leadership and Public Value | Canberra, Australia |
| 2023 | People Leader Forum, NSW Department of Customer Service Host/Facilitator | People Leader Forum | Sydney, Australia |
| 2022 | Auscontact National Conference MC | Event Host & Master of Ceremonies | Brisbane, Australia |
| 2019 | Genesys G-Summit Speaker | CX Transformation | Australia |
| 2009–15 | Auscontact National Conference Speaker | Multiple Years. CX & Contact Centre Strategy | Australia |
| 2008–14 | Government Contact Centre Summit Keynote | Government CX and Digital Transformation | Australia |
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![Michael Clark hosting the Auscontact 2022 [TOGETHER] National Conference, Brisbane](auscontact-hosting.jpg)
"Michael Clark is an outstanding facilitator — Matchboard has engaged him for numerous Contact Centre and CX roundtable events and we'd recommend him in a heartbeat."
"Quick thanks for the Cisco event yesterday. Really well hosted and a very interesting group of people."
"Such a refreshing panel discussion, great to challenge vendors and their promises, and you moderated to perfection."
"I wanted to send a quick note to say thank you for your time and excellent facilitation on Tuesday. Initial feedback has been positive with leaders enjoying the content and flow of the day."
Signature keynotes, conference panels, firesides.
30–60 minute main-stage presentations built for conference audiences who need to leave with a different way of thinking, not a product pitch.
Experienced on both sides of the moderator's table. Known for cutting through vendor consensus and surfacing the structural issues others avoid.
Executive roundtables, leadership forums, board discussions, industry panels.
Half or full-day working sessions for boards and leadership teams. Not motivational. Diagnostic. Designed to surface real risk and drive aligned decisions.
Full-day event hosting with substantive domain knowledge. Held the room at Auscontact's National Conference and multiple vendor roundtables across APAC.
Written on Substack, not a keynote frozen in last year's deck. What Michael's actually working through right now.
Available for keynotes, panels, executive facilitation, and event hosting across Australia and internationally.