With our vision to help Australian organisations services be globally competitive, we have built offerings focused on services transformation.
Customer Science, bringing your Customer Experience vision to life.
Our Service Guarantee
Improved Customer Satisfaction
Customer centred service design to create better customer experiences that lead to customer satisfaction, customer retention, recommendations and repurchases.
Financial Gains
Rapid return on investment from our services. We deliver lower cost to serve, lower cost for the customer and revenue growth.
Business Objective Impact
Our service focuses on your business objectives and brand to materially impact the organisations vision and targets.
Sustainable Improvements
With templates, tools and coaching we provide the necessary toolkit to handover sustained customer experience improvements.
What Services Customer Science Offer
What makes Customer Science unique is its practitioner approach to operationalise a customer service vision. We have close relationships with our clients and together we co-design and build their future service offerings. With our decades of experience leading customer service teams, processes and technology offerings we bring a unique blend that avoids risks and accelerates your vision. Key tenants of our solutions include:
Practitioners
All people working with you are people how have had decades of experience. They have been through the pain so you don’t have to.
Risk reduction
With proven methodologies and experience.
Efficiency
Pragmatic approach to ensure only those resources and technology needed are engaged.
Quality and Accuracy
Utilising award winning and industry recognised best practices.
Communications
Dedicated account manager and regular governance that reviews and takes action on project deliverable and objectives.
Great sustainable customer services
With coaching and methodologies provided so your team have the necessary skills and support to maintain & continuously improve services.
Our services listed below are focused on getting outcomes. Our practitioners are able to help you understand your current customer journey, storyboard and blueprint future services before designing a target operating model. We understand not everyone has the skills at hand to execute the design so rent ours or recruit through us to ensure your vision is delivered. With our customer experience technology we bridge the gap between business aligned customer needs and technology so pragmatic results driven selection and application of CX technology can be assured. While our Technology Consulting practice is able to provide your IT department design, governance and vendor support, removing what can be significant challenges. Together this suite of offerings provides a holistic approach to transforming your customers experience and includes:
CX Consulting and Professional Services
Customer Journey Mapping, Service design and Service transformation implementation.
CX Contracting and Recruitment
Providing you the right CX & project skills when you don’t have capacity or capabilities in house.
CX Technology
Knowledge Management | CRM | Omni-Channel | Service L&D | Robotic Process Automation (RPA) | Internet of Things (IoT) | Analytics and AI | Chatbots and Avatars | Workforce Management | Quality Assurance | Customer Satisfaction Surveys | And more
Digital Transformation
Digital strategy, design and implementation.
Technology Consulting and Professional Services
Unique blend of deeply experienced CIO’s, Program managers and Outsource Vendor leaders together we help improve, recover or in source IT Outsourcing and provide in house technology departments consulting services.
What Other Say About Customer Science
We are humbled by our clients and partners taking the time to give us a 5 star rating on Google. Here are a few of their comments.
Customer Science was hired by InaboxGroup in April 2016 to assess service management holistically – and then develop/implement a sustainable operating model. InaboxGroup had undergone an amalgamation of four companies (telecommunications, cloud and IT managed services) with ineffective multiple support ecosystems resulting in inconsistent customer experiences. Through workshops and key customer engagement, Customer Science quickly grasped the needs of the business and displayed a true corporate partnership.
InaboxGroup’s Board approved Customer Science’s proposed transformation program of work which is successfully well underway (as at Nov 2016); the outcomes will enable InaboxGroup to evolve their business with the key focus on customer satisfaction.
National CX Manager, InaboxGroup
Customer Science delivered a tremendous customer-centred design process and project management or our mobile app. The app was completed on time, and on budget, and proven transformational for our business. They are great at what they do!
Chief Commercial Officer, Yellow Brick Road
A great group of professionals who work with you to deliver real Outcomes – not just a report.
CEO, LivePro
Customer Science are a great partner organisation. The expertise and support provided during our contact centre implementation, and beyond, have been instrumental in the establishment of our operation. The Customer Science team are professional and generously share their knowledge.
General Manager, Anglicare Services NSW
I implemented a national Call Centre for a 1800 Dementia hotline with the expert help of Todd at Customer Science. His skills and understanding of best practice in this realm are unsurpassed. We delivered a ‘minimum viable product’ in a faster timeframe than anyone had considered possible. This covered not only pulling together the call centre business rules, helping liaise with and manage the vendor, but also Training and Reporting best practice.
Todd was also excellent at influencing stakeholders, and pragmatic about achieving outcomes.
On top of all that he is a really approachable and friendly guy who is an absolute pleasure to work together with.
His success is very well deserved!!
Leader of Dementia Line Program
Todd and the Customer Science team have helped us with various project engagements, bid management and planning. They’re always available at short notice and with limited lead time and information – immediately adding value and helping us stay on track with our deliverables. Their people, processes and technology are applied with best practice and they’re open, receptive to feedback, and flexible with engagement terms. Above all else, they’re great to work with.
Managing Director, Datacom
Million Customers Benefited
Million in Saved & Created Revenue
Thousand Businesses Benefited
Core Clients
Our Credibility
Since starting business in 2014 we have made good ground on our service guarantee.
0%
Customer Satisfaction Levels
0%
Return on Investment <6 months
0%
Clients objectives met on all project to date.
0%
Sustainability delivered
Customer Science is a customer experience transformation company.
We specialise in designing and operationalising your customer experience objectives.
