Customer Science names James Johnstone as Chief Executive Officer
Johnstone to lead Australian business as Todd Gorsuch becomes Group Chief Executive Officer to accelerate and execute global expansion plans.
Customer Science, the Sydney-headquartered customer experience and digital transformation company, has appointed James Johnstone as Chief Executive Officer to lead its Australian business. He succeeds Todd Gorsuch, who will lead global expansion in a new role as Group Chief Executive Officer of Customer Science Group.
Johnstone originally joined Customer Science earlier this year as Chief Operating Officer and has more than 20 years of business development, consulting, sales, marketing and account management experience. He will now be responsible for building upon Customer Science’s strong foundation and elevating its value to help Australian organisations deliver world leading services.
At the same time, Johnstone will continue to work closely with clients and partners to reinforce Customer Science’s long-term strategy as a key tech infused consulting advisor, innovator and execution partner supporting enterprises with proven, scalable AI and human-centred design to deliver practical improvements in customer service.
In addition, Gorsuch will visit the US in October for meetings with prospective clients, partners and advisors as Customer Science Group Chief Executive Officer where he will focus on accelerating the company’s global business, initially as it prepares its North American expansion. In this role he will build out a team to bring the company’s solutions to market to accelerate growth, deepen sustainable relationships with key partners around the world and enhance the delivery of exceptional outcomes to customers.
Gorsuch says, “We see a clear opportunity in North America to help organisations take customer experience and AI solutions from design through pilot to scale. 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. Changes that deliver measurable business performance.”
“James has already made a positive impact at Customer Science. I look forward to continuing to work with him as we execute upon our strategic initiatives. At Customer Science, we are constantly innovating to harness the full power of our services delivering future-ready operations for customers that are efficient and intelligent. James’s leadership qualities and valuable insights gained from his already positive impact at Customer Science will continue to add to the strength of our Australian business and aid us in continuing to create measurable value for our customers, partners and employees.”
Johnstone has more than 20 years’ experience in the IT industry and was previously at Cisco where he led new business development and introduced new governance, stakeholder engagement, and partnerships that helped the vendor achieve rapid growth. Previously, he worked for more than nine years at Datacom and at HPE for more than five years in several roles with accountability for operational delivery and support strategy.
Johnstone says, “This transition is a pivotal moment for Customer Science’s evolution. Todd’s vision not only created Customer Science but helped shape the vision of customer service among our customers in this country. It has been a privilege to serve with Todd as Chief Operating Officer, and as I continue to lead Customer Science as CEO, I look forward to the company continuing to benefit from his wisdom and experience, driving continued growth in Australia and delivering the outstanding results our customers have come to expect.”
Customer Science has more than 300 clients and works with more than 50 industry partners to improve service experiences across Australia, supporting better safety, health, welfare and economic outcomes, and organisational competitiveness.
This announcement was reported by iTWire on 6 October 2026. Authored by David Bass PR.
Frequently asked questions
Who is the new Chief Executive Officer of Customer Science’s Australian business?
James Johnstone is the new Chief Executive Officer of Customer Science’s Australian business. He joined the company as Chief Operating Officer earlier in 2026.
What is Todd Gorsuch’s new role?
Todd Gorsuch is now Group Chief Executive Officer of Customer Science. He will focus on the company’s global expansion, initially in North America.
What does Customer Science help organisations improve?
Customer Science helps organisations improve customer experience, digital transformation, service delivery and operational performance through practical consulting and technology-enabled change.