Andrew Carlton
Practice Director for CX Research, Consulting & Professional Services
Our team of expert practitioners partners with your organisation to research, advise, design, and implement world-class services that drive measurable business results. By working collaboratively across strategy, processes, people, technology, management, and data, we help you operationalise a holistic approach to service excellence, ensuring value aligned for success.
While great experiences are essential, organisations face several challenges that we help address:
We collaborate with you to navigate these challenges and achieve impactful results.
Our services provide you with measurable and sustainable benefits.
Typically, our services yield a return on investment within 6 months, providing you with sustainable benefits for both your customers and your business, free of cost.
We consult with you to design a tailor plan that will realise your specific customer experience and digital vision, or target a pain point you have in your organisation today.
You can get help with your customer and digital needs:
1) Transform or optimise
2) Independent planning & reviews
3) Fixing a specific challenge
Our approach
Underpinned by research and science we understand current state experiences, pain points and opportunities. Using human-centered design we roadmap priority initiatives and co-develop strategies and policies. Understanding risk and change we plan, support and measure benefits of your implement to operationalise your plan. You get results and sustained benefits.
You have the flexibility to use a single service, the holistic suite or a tailored set of activities to realise the benefits you require. We like to start small, deliver immediate benefit and build long term win-win relationships that deliver big results.
We are an independent, boutique customer experience or CX agency in Sydney and a digital transformation consulting professional services firm. What sets us apart?
Before starting work we provide clear solutions and deliverables that we have tailored together so you can be confident you will have the right outcomes.
As a premier customer experience or CX agency in Australia, we build your perfect holistic customer experience and digital solution by selecting the services right for you. We recognise in today’s customer-led service transformation initiatives it is important to have a deep understanding of people, processes, technology (including AI and data management) and business. We have built our company around all these solutions and welcome the opportunity to help select the relevant solutions and assist in any or all of your project stages.
Customer and End User Research & Human Centred Design
Customer Experience and Service Operationalisation
Experts in all channels including face-to-face, contact centre and digital.
Independent Service Outsourcing Solutions
Digital Health and Care industry Consulting
Protect and Manage your Data Effectively
Transition your Services to Digital Services Safely
Supply People to Bridge your Capability or Capacity Gap, Creating a Sustainable Elastic Workforce
Supporting Organisational Measurable Value and Realisation to Optimise Performance.
Automate Customer Experience, Staff Work and Business Processes
Specialised Contact Centre Technology Consulting and Professional Services
Optimise your Organisation’s In-House and Outsourced Technology Services
Specialist practices for relevant industry expertise
Specialists in commercial and not-for-profit businesses. Having lead award winning organisations we are deeply experienced practitioners.
With over 30 years experience providing solutions to all levels of Government in Australia. We are recognised for our ability to bring together multiple stakeholders and manage sensitive initiatives.
We are specialists in the Health, Aged Care, Disability Care and General Care industry. An industry that requires subject matter experts to have deep clinical care and health knowledge to able to provide relevant solutions.
Products that are designed to improve customer experience
CXiaaS is a real-time reporting and analytics tool that presents a dashboard of service statistics. It includes over 130 connectors to call centre technology and cloud technology out of the box that can be connected to your existing BI tools.
Our Connectors extract data from your telephony and service tools to provide a centralised service database for your corporate BI tools to connect to and analyse data. With a lean design, data is collected in near real-time from 130+ connectors and service technologies. If a tool you have does not have a connector we will develop and integrate it too.
Unified Desktop is a cloud desktop tool that provides one place for customer service representatives to manage enquiries. It is an interface for staff to collect, view and execute customer requests. The application simplifies representative tasks by reducing fields, automating activities and presenting the next best action. Making the work more accurate, efficient and enjoyable for your agents.
Rapid Response Care is a prebuilt contact centre you can deploy rapidly. The contact centre includes people, processes, technology and premises. The base operating processes are award-winning industry best practices embedded in the technology. With contracts in place to rapidly employ staff and facilities under our leadership we can ensure you can bring to life a contact centre within days. Helping to manage peaks in volume, your next contact centre deployment, testing new services or preparing for outsourcing.
Data privacy assessment, compliance management and reporting toolkit. Pre-built for the NSW Government this toolkit provides best practices that you can have confidence will comply with the strictest requirements.
Australia’s leading brands making a difference for their customers in collaboration with Customer Science Group
Our Group brings together specialist sub-brands, familiar and valued independently. Each sub-brand has been built by passionate practitioners with care for their craft and how it makes a difference. Together the sub-brands provide a unique set of capabilities under our Group’s common approach.
Practice Director for CX Research, Consulting & Professional Services
CIO Senior Technology Consultant AI Consulting Lead
Principal Automation
Practice Director Contractors & Workforce Augmentation
Manager Office and Accounts
Client & Partnership Manager
Marketing
Practice Director Automation
Associate Director
Sales Director
Customer Experience
Digital
People and Business
Technology