Customer Experience Futurist | Speaker | Author | Mentor

Customer experience futurist

Speaker | Author |Mentor


I'm an expert at capturing and integrating consumer voice into strategy and governance frameworks.

As a (reformed) research academic, tech start up survivor and public policy analyst, I've got more than 15 years experience working within the health and human services sector to put people first.

It's my job to ask questions.

Two of my favourites are "Did this matter to the people who matter most?" and "How can we do better?"

It's more critical than ever to know the answer to these questions, as our organisations begin to embrace the idea of putting people at the heart of everything they do.

I'm a bit obsessed with helping organisations partner up with the people who depend on them.

Some of my clients include the Institute of Healthy Communities Australia, the Department of Communities, Child Safety and Disability Services and the University of the Sunshine Coast.

My work creates impact because of my ability to connect information and people.

It doesn't hurt that I'm great at taking complex information and making it simple and easy to action.

I'm fiercely proud of my work.

I get to work with amazing clients to create awesome experiences for people who matter to them. Here's what some of them have said about my work.


Institute for Healthy Communities Australia

From the start, Emily impressed me. Not just her amazing experience in working with a variety of human services clients to achieve sustainable change, but also her absolute passion and commitment to customers. This convinced me it was safe to trust her to work with us. 

She has an amazing knack for making the detail interesting and easy to digest and blends evidence into her work for maximum impact. I would absolutely recommend Emily to help anyone untangle their tough challenges and come up with a solution that works

Fiona Loughlan, General Manager


Deloitte Digital

I would highly recommend Emily as a customer experience expert to have consult to your organisation. She’s an excellent keynote, her ability to distill what you need to do about experience into four key principles and break it down into action. She’s really inspiring and adds snippets of insight along the way, with deep academic experience. It’s the perfect message for your C-suite through to your frontline.

Laura Campbell, Director, Deloitte Digital


Scentre Group

Emily was a pleasure to work with. Her open and honest approach was well received by our female leaders. Her background, life story and approach to leadership theory and practice ensured our event was a success. Emily has an ability to make people think and reconsider their approach to problems. 

Jodie Gaske, Scentre Group