Catriona Wallace

Dr Wallace is a Director of Fifth Quadrant, a customer experience strategy and research company. Within this role, she conducts global research and consulting programs and works with company boards and CEOs to develop multi-channel customer experience strategies in order to respond to shifting balance of power between consumers and businesses – the coming of the Consumer Power Economy. Today, Dr Wallace is one of the world’s most cited commentators on customer experience and consumer behaviour trends. She has a PhD in Organisational Behaviour, is Adjunct Faculty at the Australian Business School, and is the author of The Complete Guide to Call & Contact Centre Management. She is also the mother of five children and is the founder of philanthropic funds – Indigo Express Fund and Kids in Philanthropy, both sub-funds of Sydney Community Foundation. She also runs an employment program for women prisoners and also refugees recently released from detention.