Jodie Bedoya
Director
Jodie is the Founder and Director of eMatrix and one of Australia’s leading specialists in behavioural capability, customer vulnerability, leadership development and complex customer interactions.
With more than 25 years of experience across executive leadership, customer operations, debt resolution, hardship, complaints and workforce capability, Jodie has helped organisations build practical frameworks that improve customer outcomes, strengthen leadership capability and support workforce wellbeing.
Before establishing eMatrix, Jodie held senior executive positions within the collections and recoveries industry, including Chief Executive Officer of Recoveries Corporation, one of Australia’s largest debt recovery organisations. She is also a Non-Executive Director of ASX-listed Credit Clear Limited, providing strategic insight into customer engagement, operational performance and industry trends.
In 2012, Jodie founded eMatrix after identifying a gap in the market for practical behavioural capability programs that moved beyond traditional training and focused on sustainable behaviour change. Since then, she has worked with government agencies, financial institutions, utilities, local government and customer-facing organisations across Australia.
Jodie is also a highly regarded keynote speaker and facilitator, regularly presenting at conferences, industry forums and leadership events across Australia. Her ability to translate complex behavioural concepts into practical strategies has made her a trusted advisor to organisations seeking to improve customer experience, employee capability and operational performance.
Her passion lies in helping organisations navigate the intersection of vulnerability, accountability, compliance and human behaviour to create better outcomes for customers, employees and communities.
Alex Daniel
Training & Coaching Consultant
Alex has a background leading Complaints and Ombudsman teams for the energy sector. He specialised in managing complex cases and assisting customers experiencing financial hardship.
His expertise with dispute resolution, call quality, hardship and process improvement has enabled Alex to find a balance with facilitating customer engagement, eliminating conflict and debt collection.
More recently, Alex has implemented a behavioural change program with one of the eMatrix social justice clients which covers metropolitan and regional locations.