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Industry Leaders and Specialists

CSIA Certified Practitioners (CPs) support our community in realising and achieving their vision for best-practice customer experience. This expert group of practitioners are recognised for their expertise, knowledge and quality in customer service and customer experience.

CSIA clients and members can take advantage of consultative services to bridge the gap between assessment against the International Customer Service Standard (ICSS) and service advice, design and implementation. Work with our CPs to rapidly build the right sustainable customer experience for your business or solve a specific customer experience problem or challenge.


Todd Gorsuch, Managing Director, Customer Science



Todd is passionate about helping organisations deliver globally competitive services. He and his team at Customer Science bring award-winning customer experience and service strategy, design, implementation and sustainability. As a certified practitioner, we help organizations bring their customer experience and services visions to life. We help bridge the gap between the ICSS findings and ICSS excellence, practically and pragmatically.


Brett Gumbley, Director, Antenna


Brett is recognised as an industry veteran with over 20 years’ experience in customer and consumer research. Having worked closely with CSIA since 2011, Brett brings a strong skill set in customer feedback and research program development. As a certified practitioner he helps organisations institute innovative and best practice “ VoC” solutions, and helps align these programs with the ICSS.

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Danielle Larkins, Director, ServicePeople


Danielle is one of Australia's most recognised customer service experts and has been lead judge for the Australian Service Excellence Awards (ASEAs) program for the past three years. Danielle's background includes politics, technology and human resources, and along with managing a children's product range through her business Joey Products, she provides a range of services though her consulting business - ServicePeople.


Bruce McGregor, Director, Brooke


Bruce McGregor is an expert in advising and assisting organisations to deliver successful digital service transformations.  He specialises in service experience redesign approaches that are based on deep customer insights, rather than being purely ‘technology-led’. He is skilled at designing frameworks that seek to understand and incorporate human emotions to deliver more meaningful customer experience improvements.  Bruce is passionate about Customer Service and is a Certified Practitioner of The Customer Service Institute of Australia where he contributes his time to help organisations achieve their CSIA certifications and accreditations.


Andrew Carlton, Director, Virtual CX


Andrew brings his deep understanding of customer experience and rich leadership experience together to ensure meaningful and transformational change for customers and the business.  His pragmatic approach and deep knowledge are generously shared delivering rapid improvements and repeatable outcomes. He has been an operational and CX leader and knows the challenges and the solutions for customers and businesses today.  He is a CX thought leader, CSIA award winner, judge, Certified Practitioner, and represents CSIA at conferences and forums including the UWS - School of Business Advisory Committee.

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