Luke is a globally recognised thought leader in customer experience and the future of work, known for his passion, creativity, and deep industry expertise. His energy is infectious, his insights are transformative, and his ability to inspire even the most cynical is unmatched. With a strong focus on the human experience, Luke champions the role of contact centres in delivering exceptional CX. A visionary in employee experience and engagement, Luke’s clarity and conviction make his ideas impossible to ignore. Having led the transformation of some of Australia’s best contact centres, he brings both practical know-how and a fresh, multifaceted perspective on customer experience. He is the co-host of the wildly popular gameshow series, Twenty20ish and is a sought-after speaker, podcast host, and industry voice. Luke has been featured in The Wall Street Journal, The Australian, and is a 2025 featured contributor to ICMI. He studied design thinking at Stanford’s d.school and is a certified LEGO® Serious Play® facilitator, blending innovation with hands-on expertise to drive meaningful change in CX.