Customer Science appoints James Johnstone as CEO

Customer Science, the Sydney-headquartered customer experience and digital transformation company, has appointed James Johnstone as chief executive officer to lead its Australian business.

Johnstone joined Customer Science earlier this year as chief operating officer. He brings more than 20 years of experience across business development, consulting, sales, marketing and account management, including previous roles at Cisco, Datacom and HPE.

In the CEO role, Johnstone will be responsible for building on Customer Science's existing client base and deepening its position as a consulting and execution partner for Australian enterprises, with a focus on AI and human-centred design.

Outgoing chief executive Todd Gorsuch moves to a newly created role as group chief executive officer of Customer Science Group, where he will lead the company's global expansion, initially targeting North America.

"We see a clear opportunity in North America to help organisations take customer experience and AI solutions from design through pilot to scale," Gorsuch said.

"Our focus is on practical changes that enable organisations to streamline processes, deploy with purpose, automate intelligently and embrace new ways of serving customers and engaging employees."

"Todd’s vision not only created Customer Science but helped shape the vision of customer service among our customers in this country," Johnstone said.

"As I continue to lead Customer Science as CEO, I look forward to the company continuing to benefit from [Todd's] wisdom and experience, driving continued growth in Australia and delivering the outstanding results our customers have come to expect."

Customer Science said it works with more than 300 clients and more than 50 industry partners across Australia.