Jaquie Scammell

About Jaquie

Jaquie Scammell is widely regarded as Australia's leading authority on customer service culture. As the founder and CEO of ServiceQ, a consultancy that has worked with some of Australia's and the region's most recognised organisations, and the author of three books on customer experience, Jaquie has spent more than two decades helping businesses understand that exceptional service is not a department — it's a culture.

Jaquie's approach is distinctive because it works from the inside out. Her philosophy is that you cannot sustainably deliver extraordinary customer experiences from the outside unless the people and culture inside the organisation are aligned, motivated and genuinely cared for. Her workshops and keynotes work simultaneously on the mindsets of individuals, the habits of teams and the systems of organisations — addressing the root causes of poor customer experience rather than just its symptoms.

As a speaker, Jaquie is known for her warmth, her sharp insight and her ability to make audiences simultaneously laugh at the service experiences they've given and inspired to deliver genuinely outstanding ones. She has spoken to tens of thousands of people across Australia, Asia and North America, and her books have become required reading in customer experience programs across the country.