Catriona Wallace

Director Fifth Quadrant, callcentres.net

Dr Wallace is a Director of Fifth Quadrant Pty Ltd, a Service Strategy & Research company, callcentres.net Pty Ltd, an online publishing business, ACA Research, a full service market research firm and Indigo Express, a philanthropic fund. All businesses are based in Sydney, Singapore and Malaysia. Dr Wallace has a PhD in Organisational Behaviour, is Adjunct Faculty at the Australian Business School, is the author of The Complete Guide to Call & Contact Centre Management, has a strong blog following (http://www.fifthquadrant.com.au/fifthquadrant/Blogs) and is one of the world’s most cited commentators on customer service trends.

Dr Wallace conducts research and consulting programmes in Australia, New Zealand, China, India, The Philippines, Singapore, Malaysia, Thailand, Indonesia, Vietnam, Japan, North America, Central and South America as well as conducting global consumer studies. Dr Wallace has a specialty expertise in advising organisations on multi-channel service strategy and measuring customer engagement. Catriona is also the mother of 5 children and totally wishes she had a few more.

Speaking Engagements

Dr Wallace is an experienced international public speaker, who has spoken in the following countries:

Dr Wallace’s specialty topics include:

1. Global customer service trends

2. Future trends in customer service

3. Consumer views on using new online channels such as social media and the web for customer service

4. How to developing enterprise wide Service Strategy

5. How service relates to business performance

6. Navigating through what is ‘vendor hype’ re new service channels and what is reality

7. How well organisations perform in delivering service and why often they are a bit crap

8. Women in business and why we don’t see it the way the blokes do

9. Women in philanthropy
   
   

Dr Wallace’s presentations are always evidenced based, that is, based on research data. Dr Wallace’s expertise in Service Strategy and her research includes the following countries:

Please see:

http://www.youtube.com/the5thQuadrant

Contact Details:
Dr Catriona Wallace
Fifth Quadrant Pty Ltd
Level 11, 100 Miller Street
North Sydney 2059
cwallace@fifthquadrant.com.au
Ph: +61 2 99273399
M: +61 412181284