A former CIO and government CX leader who tells the truth about AI, contact centres, and transformation — from the inside.
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.
A former CIO and CX leader explains why AI, metrics, and transformation programmes keep "succeeding" while outcomes deteriorate — and how system design, not technology, is the real constraint. A confronting, evidence-based session that senior executives don't forget.
Challenges the assumption that early AI wins equal progress — showing how deflection, automation, and summarisation often hide demand, lock in bad design, and scale the wrong outcomes. The talk the AI vendor won't give you.
Explores how legacy CX and contact centre metrics silently override strategy, distort AI investment, and create repeat demand — and why measurement reform is now a leadership issue, not an operational one. Built for boards and executive audiences.
| Year | Event | Topic / Role | Location |
|---|---|---|---|
| 2026 | Natilik & Cisco Keynote | Getting Contact Centre AI Right | Sydney, 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.