Director, EMatrix An experienced Director and one of Australia’s leading customer engagement specialists, Jodie has demonstrated success in effective Collections & Vulnerability training and have worked at best practice level with government (federal, state and local), utilities, telco and commercial clients. Jodie is committed to effective collections training which by its very nature, can be a sensitive and often emotionally charged conversation. Through this, and extensive studying of the psychology of successful collections conversations, Jodie has developed the eMatrix business to help organisations build capabilities in a range of specialised areas from Collections and Vulnerability through to Leadership and Resilience. She helps organisations find the right balance between the commercial outcomes they seek and the social needs of their customer.