Auscontact Board 

The Auscontact Board is made up of industry experts who are committed to enhancing and strengthening the contact centre industy in Australia. All board members have extensive contact centre and customer service experience, having contributed to the success of organisational outcomes over many years. With expertise covering large scale service delivery, CX, EX, Technology, and HR, the Auscontact Board brings the right experience together to drive the industry forwad. 

Gerard Smith, Chairperson
Chief Innovation and Design Officer • Ultradata

Gerard is a strategic visionary with a deep understanding of the contact centre and customer experience landscape. Having worked as a CIO and CEO, Gerard understands the impact that great customer experience can have on an organisation’s bottom line. With a deep understanding of the customer experience, contact centres and contemporary technology, Ged's expertise adds depth and credibility to the Auscontact Board. 

Matthew Penman, Deputy Chairperson 

Matt is the General Manager, Customer Service Department for Auto and General Insurance Services where over the last 7 years he has driven strategic transformation projects, managing overall customer service functionality to maximise growth and productivity. Matt has been involved with the industry association since 2006. Matt is a highly skilled and customer-focused Senior Leader with key experience in training, managing and motivating top-performing sales and service teams to ensure outstanding customer care.

Tim Powell, Non-Executive Director
Head of Customer Engagement • Teachers Mutual Bank Limited

Tim has over 25 years’ experience working strategically and operationally across Customer Experience teams within the Banking & Financial services sector. Tim leads the National Contact Centre and Operations teams for Teachers Mutual Bank Limited, and has been involved with the industry body sine 2012. Tim is a member of the Australian Institute of Company Directors and brings with him the ability to apply critical thinking through a governance lens across topics that relate to the internal demands of Contact Centres as a collective industry.

Tracey Madgwick, Non-Executive Director
Chief Customer Experience Officer • Residential Tenancies Authority

Tracey has extensive leadership and business management experience in the contact centre industry, she is passionate about business transformation that enhance the customer experience and delivers quality outcomes. Tracey has contributed to helping shape and grow the industry through representation on various industry committees and was first elected as a Non-Executive Director to the Auscontact board in 2019.

Michel Stutz, Non-Executive Director
Director • Stutz Consulting

Michel has more than 20 years experience in the local and international contact centre industry. With extensive operational experience, Michel brings his passion for innovative applications to the board.  Michel has been involved with the industry body for more than 10 years, including as the Chair of the Victorian Committee and is motivated to support organisations grow and prosper through the delivery of service excellence in their contact centres.

Tanya Eglinton, Non-Executive Director
Head of Customer Operations & Channel Operations • Qantas

Tanya is a human centred and passionate leader with more than 20 years experience in the industry.  Tanya has extensive experience as a senior practitioner within the contact centre industry delivering strong results for large organisations. With a passion for driving transformational change, Tanya looks for ways to continuously improve business performance, and supporting people to unlock their potential. 

Kristy Canning, Non-Executive Director
General Manager of Service Operations • icare NSW

Kristy has more than 20 years experience in the contact centre industry across multiple verticals. With a passion for creating centres of excellence, Kristy has deep experitise across BPO, CX strategy design, employee engagement and digital channels, having spent the last 4 years focused on customer channel strategies incorporating digital and human centric service. Kristy joined the Auscontact Board in 2023 to support the industry in disruption resulting from AI, distributed ways of working and building the new skill set requirements for success across the Membership. 

Rachel Aziz, Non-Executive Director

Rachel Aziz is a strategic HR and operational leader with over 20 years experience across a range of industries. As a human-centred leader, she brings a strong track record in driving sustainable organisational change and fostering inclusive, high-performing workplace cultures. Rachel’s expertise strengthens the board's commitment to promoting diversity, equity, and inclusion throughout the industry.

Daniel Taylor, Non-Executive Director
Chief Executive Officer • CCSG Group of Companies

Daniel Taylor is the Chief Executive Officer at CCSG Group of Companies. With extensive board experience, Daniel is an experienced managing director with extensive experience working in the financial services industry. A member of the Australian Institute of company directors, Daniel is an experienced Managing Director with extensive history working in the financial services industry specialising in consumer and corporate debt recovery. Skilled in Negotiation, Compliance, Debt Management, and Corporate Governance.

Stacey Tomasoni, Non-Executive Director
Managing Director, Managed Operations • Datacom

Stacey Tomasoni is the Managing Director at Datacom and has more than 20 years experience in the CX and contact centre industry. A transformational leader, Stacey provides strategic insights that support organisational growth, operational excellence, and integrated customer centred solutions. With global experience within the BPO field, Stacey ensures the continued provision of client value through strategic redesign and transformation. An experienced board member, Stacey brings a wealth of knowledge about the industry both locally and globally to the Auscontact board.