Todd Gorsuch, CEO, Customer Science Group, tells us what time in tech has taught him so far.
What would you describe as your most memorable achievement?
Bootstrapping a company from nothing – zero dollars and zero people back in 2014 – to what we are today at Customer Science, a consulting business employing more than 50 people who deliver incredible solutions for other organisations, has been so rewarding. In some ways it feels like I cheated when I did it: I started out thinking, ‘if I had my perfect job, what would it look like?’ and then I just designed the company around that and it worked brilliantly! Obviously it makes money but I also love the fact we can make a difference to other businesses’ productivity and growth. The fact that we were on the AFR Fastest 100 list in 2024 is the icing on the cake.
What first made you think of a career in technology?
My passion for all things tech was the first thing. Back in the 1990s, I was buying PC magazines, building my own computers and experimenting with spreadsheets – moving cells around and working out all the numbers. I absolutely loved that stuff. For whatever reason, I chose to study science at university and my first job was in a laboratory doing molecular research for legionnaires’ disease. But there’s no money in science and I found myself thinking, ‘why not go and build a career in something you’re passionate about and like doing and that’s going to pay?’ So that’s what I did.
What style of management philosophy do you employ with your current position?
Being a very entrepreneurial style of person myself, I love giving people an achievable target and a lot of freedom and seeing them go off and make things happen. Since I established Customer Science, I’ve tried hard to work with people I like because you get more done that way and it’s just easier. Office politics are anathema to me – we’ll remove people from the business if that stuff starts to happen. I also like the concept of playing to people’s strengths. Everyone has one and if they’re using it, they can really deliver for customers.
What do you think is the current hot technology talking point?
AI, AI, AI! It’s everything we talk about because it’s on everyone’s minds in the commercial world. In 2023, the conversation was about the possibilities, then in 2024, it shifted towards, ‘how do we do this properly?’ This year will be the one where things actually start getting done. Helping companies use AI safely, securely and effectively, so they get a real benefit from it, is our north star at CSG. Unlike traditional technologies, it’s so quick to pilot and test and, providing you wrap all your guardrails and change management around it, you have a high chance of developing something successful that delivers value for your business very quickly.
How do you deal with stress and unwind outside the office?
I exercise, although not as much as I should, and I enjoy doing outdoor stuff. Hanging out with family and friends, having a red wine and a chat, doesn’t hurt either. As a family, we love travel. Going off on a big trip releases and recharges me, especially if it’s to somewhere interesting and new, with lots of culture and history. In the past few years, we’ve been to Spain, Italy, Africa and New Zealand. Now the youngest child has finally finished high school, there’ll hopefully be more opportunities to spread our wings.
If you could go back and change one career decision, what would it be?
It’s hard to say because all the decisions you make, wrong or right, help build experience and wisdom. As a younger person, I wish I’d trusted my gut more, and acted more decisively when I felt and saw things were going in the wrong direction. It’s also fair to say that I wasn’t as aggressive with my career as I could’ve been when I was younger, perhaps because of a lack of confidence.
What do you currently identify as the major areas of investment in your industry?
As a business, we’re investing heavily in customer experience integration because that’s where we’re seeing increasing customer demand. Everything in the CX space is getting complicated from a tech perspective, with multiple vendors and suppliers doing different things which don’t necessarily support each other. Customers want all that ‘noise’ removed and they’re looking for one or two relationships that can deliver the outcomes they want. Data privacy and security are also big talking points – there’s a lot of anxiety around them and that’s translating into increased investment.
What are the region specific challenges when implementing new technologies in APAC?
Drawing on past experience, managing a multiplicity of cultures and languages is a perennial challenge. So is understanding and accommodating the very different approaches to work in different territories. In many Asian countries, for example, if you tell someone to do something they’ll do it. In Australia, if you try to do the same, they’ll say ‘why?’. That can make getting something done here harder than it is in other parts of the world. So, it’s about dealing with those nuances and making sure you’re able to move forward.
What changes to your job role have you seen in the last year and how do you see these developing in the next 12 months?
Because Customer Science has been growing so quickly, I’ve had to regularly take a step back to think about what parcel of things I do and what parts of that I need to stop doing and give to someone else. Then I’ve needed to go out and recruit that person. Doing it in advance of the business’ needs has helped us to scale comfortably. We’ll be growing another 50% this financial year, creeping into mid-sized enterprise territory. Keeping the small company spirit alive while we do so will be my focus.
What advice would you offer to someone aspiring to obtain a C level position in your industry?
I firmly believe you have to deliver on your promises. What you say should be what you do. It sounds simple but the number of people who don’t do that…it’s why some businesses really struggle. It’s also important to have enough confidence to hire people who are different from you, and better at certain things. A lot of leaders restrict their capability because they’re worried about doing that. Getting the best education you can is also vital. Be prepared to invest in yourself and if you’re going to spend time and money studying, make sure you spend it on the number one course, not the one that’s quickest or cheapest.
