Sue Duris is Co-Founder and Principal Consultant of M4 Communications, a customer experience, business transformation, and marketing consultancy that helps organisations embed customer-centricity and drive sustainable growth. A seasoned CX and marketing strategist, Sue partners with leaders to design and scale programs that fuel loyalty, retention, and competitive advantage —including navigating AI-driven transformation with responsible governance frameworks.

With a career of CX leadership roles spanning technology, financial services, telecom, SaaS, education, and nonprofits, Sue brings a rare ability to align CX strategy with business goals and deliver measurable outcomes. She blends data-driven insight with human-centric design to lead voice-of-the-customer (VoC) programs, journey mapping, segmentation, and CX governance, helping organizations leverage AI and automation while maintaining customer trust and ethical standards. Her work transforms organizations—from cultural mindset shifts to enterprise-wide service improvement.

She received her MBA from the University of California-Irvine and BA in Economics from the University of Colorado and is a Certified Customer Experience Professional (CCXP) and Prosci® Certified Change Management Practitioner. She is a globally recognised CX thought leader, contributing author on AI in CX, international awards judge, speaker, guest lecturer, and trusted advisor to senior executives and boards.

Sue is passionate about helping organizations grow by putting customers at the center of everything they do —with the insight and guardrails to make AI a force for better experiences, not just efficiency.