Former CIO. He ran the contact centres and led the technology. 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, 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.
One idea runs through all three. Service is no longer a department. It's the operating system your organisation actually runs on, and AI is about to expose how well it was built.
A former CIO explains 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 | 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 | Sprinklr, Zoom, Weploy, Prohance Facilitator | Executive Roundtables, Feb–Dec 2025 | SYD / MEL / BNE / PER |
| 2024 | Microsoft AI Tour Panel | Autonomous Contact Centre of the Future | 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 |
"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."
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.
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.
Available for keynotes, panels, executive facilitation, and event hosting across Australia and internationally.