Andrew Carlton
Practice Director for CX Research, Consulting & Professional Services
Customer Science Group
Bringing your customer and digital vision to life
We are an Australian Customer Experience and Digital Transformation Company.
Our vision is to help Australian organisations be global service leaders. With Customer Science Group you have access to a complete suite of offerings and partner network to deliver your customer experience, services and digital transformation vision.
Our service commitment
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.
How our services make a difference
Your customer experience and digital vision is brought to life by co-designing a solution from our suite of services and capabilities.
You may have a need to:
1) Transform an experience or process
2) Have an Independent Review
3) Fix a specific challenge
Our approach starts with research and justification to co-develop strategy and policy grounded in data. Next we co-design the future and a plan to get there, this is supported by our ability to implement and enable your organisation. The implementation is measured, managed and your team is enabled for sustainable benefits.
Organisations 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 through our services.
What we do
Why Customer Science?
We are an independent, boutique customer experience or CX agency in Sydney and a digital transformation consulting professional services firm. What sets us apart?
- expert and data-driven, practitioner and pragmatic approach
- ability to operationalise your vision for sustainable benefit
- close relationships with our clients to co-design and build future services, customer experiences and digital solutions, and so we all enjoy our work. Each client has an account manager focused on their specific CX and digital plans. Our relationships are long-term, providing consistent and relevant advice.
- niche skills, specialising in our field and industries, required for right-fit solutions
- sensitive to your unique environment and objectives, risks as well as the importance and confidential nature of your work
- Breadth of offering covering all services needed to bring your CX or/and digital vision to life. Our services cover people, processes, technology, data and enablement. We have award-winning specialist consultants, who have committed their careers to their area of expertise and an extended network of proven consultants and partners able to execute our plans.
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.
Our solutions
As a premier customer experience 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 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 Experience
CX Research & Design
Customer and End User Research & Human Centred Design
- Customer/User research
- Mystery shopping
- Benchmarking/scans
- Ideation & hackathons
- Human Centred CX/UX/EX/digital design
- Persona’s/role archetypes
- Customer segmentation
- Journey mapping
- Channel strategy/design
- CX communication tools
- CX team design & support
- Advisory boards
CX Consulting & Professional Services
Customer Experience and Service Operationalisation
- Customer & service strategy/charter
- Contact Centre and service review & recovery
- Co-design/blueprint
- Service culture/change
- Target operating model
- CX program roadmap
- Project design/manage
- Business process services
- Writing & Correspondence
- Workforce optimisation & customer queuing/routing
- Voice of the Customer
- Complaint management
- Performance KPI’s
- Continuous improvement
- Capability build for recruitment, L&D, QA, KM, WFM, operations, etc.
- Knowledge & training
- Vendor Management Office
Experts in all channels including face-to-face, contact centre and digital.
Service Outsourcing
Independent Service Outsourcing Solutions
- Strategy & design
- Requirements & shortlist vendors
- Procurement, services and outsourcer expert support
- Recovery and optimisation
- Contract management
- Vendor management
- Contact Centre specialists
- Innovation lab/SWOT team
- Scalable and out-of-hours design
Digital
Digital Health & Care
Digital Health and Care industry Consulting
- Policy and strategy
- Health informatics
- Digital health/clinical
- Service/program design
- Technology
- Billing and coding
- Clinical data governance
- Patient, carer and employee experience
- CX & service optimisation
Information Management & Protection
Protect and Manage your Data Effectively
- Information policy/strategy
- Ethics – Data and AI (policy & embed)
- Data analytics and quality
- Data architectures
- Data classifications
- Customer data value plan
- Information management review and optimisation
- Research/analytics/synthesis
- Dictionaries & metadata
- Privacy guidelines/assessments
- Information security
- Infosec Management Systems (ISMS)
- Project design/delivery
Service Digital Transformation
Transition your Services to Digital Services Safely
- Digital service strategy
- Digital CX journey, service target operating model and architecture
- Digital process review and optimisation
- Digital service platform design
- Technology and provider assessment
- Procurement
- Implementation
- Management/support
- Digital service review
- Digital advisory
People and Business
Contracting and Workforce Augmentation
Supply People to Bridge your Capability or Capacity Gap, Creating a Sustainable Elastic Workforce
- Contracting talent
- Augmented workforce to transition IP
- Rent expertise or a coach via the “Talent as a Service” offering. Role examples include CXO, CIO, CFO, Digital, contract management, service L&D, WFM, KM, QA and others.
- Project resourcing or virtual PMO.
- CX & digital recruitment
Business & Project Consulting
- Policy development/evaluation
- Corporate/strategy plans
- Business case
- Program development
- Program/project gateway & implementation reviews
- Agile
- Solution evaluation
- Business analysis & models
- Requirements
- Business process services
- Procurement/bid
- Vendor and contract management
- Benefit realisation
- Governance/performance
- Transformation change
- Culture & training
- Risk and compliance
- Board, CEO, CIO, CFO, CXO, COO advisory and coaching.
- CX business enablement
- Financial management
- Merger and acquisitions
- Board establishment, oversight, development & governance
- Interim Board and CEO
Technology Company Australian Office Outsourcing
A Local Australian Presence for your CX or Service Technology Sales and Services
- Marketing
- Sales
- Solution architecture
- Project management
- Engineering/support
- License management
- Presence, office & phone
Technology
Automation
Automate Customer Experience, Staff Work and Business Processes
- Service automation strategy, planning, roadmap, implementation & management
- Digital workflow design
- Robotic Process Automation
- Digital workforce service
- Digital transaction service
- Digital employee assist
- Internet of Things
- Payment & ID
- Chatbot/chat
- AI & Predictive analytics
- Website & applications
- Other service technologies
- Digital first outsourcing
- Organisation automation capability design
Contact Centre Technology
Specialised Contact Centre Technology Consulting and Professional Services
- Platform review & design
- Solution Architecture
- Roadmap
- Project planning and implementation
- CRM/channel technology
- Procurement
- Supplier aggregation & outsourcing
- Management & support
- Product design, development and support (i.e. b-spoke, CXiaaS and Agent Desktop)
- Integration specialists
- Analytics
Business Technology
Optimise your Organisation’s In-House and Outsourced Technology Services
- Technology strategy, roadmap and operating model reviews
- Service desk & call centre reviews and technology alignment
- Technology advice/roadmap
- Support/management review
- Contract management
- Insource/outsource/vendor recovery & management
- Program and project design and review
Our industry practices
Specialist practices for relevant industry expertise
Commercial & NFP
Specialists in commercial and not-for-profit businesses. Having lead award winning organisations we are deeply experienced practitioners.
Government
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.
Health & Care
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.
Our products
Products that are designed to improve customer experience
Analytics (CXiaaS) - Centralised Realtime Dashboard & BI
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.
Connectors - Service Technology Database
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 - Single agent tool
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 - Contact Centre Deployment
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.
Privacy Dashboard - Data privacy toolkit & reports
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.
Our clients
Australia’s leading brands making a difference for their customers in collaboration with Customer Science Group
Our specialist sub-brands
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.
Customer Experience & Service
Provides Service and Customer Experience research, consulting, professional services, people augmentation or contracting as well as technology solutions.
With specialist capability in all channels, operationalising and outsourcing services.
With specialist capability in all channels, operationalising and outsourcing services.
Data and Traditional Consulting
Provides data, information management and protection, and the support of traditional project and business consulting services.
Specialising in Health and Care we provide clinical expertise, digital health and industry-specific technology services.
Specialising in Health and Care we provide clinical expertise, digital health and industry-specific technology services.
Contact Centre Technology
Provides solution architecture and products for contact centre and service technology. Helping with requirements, procurement, implementation and managing the value of your service technology platform.
UCA has developed products to meet gaps in the market including Dashboard BI technology & Single Desktop.
UCA has developed products to meet gaps in the market including Dashboard BI technology & Single Desktop.
Rapid Contact Centre Deployment
Provides the ability to deploy a contact centre in days. It includes a pre-built technology and process platform along with access to people and premises. This is perfect for rapidly scaling your in-house centre, preparing for outsourcing or running a lab environment to test your contact centre vision.
Our team
Catherine Larroche
Practice Director Contractors & Workforce Augmentation
Emma Duncan
Client & Partnership Manager
Jacko Smit
Practice Director Automation
James O’Donnell
Associate Director
Joanna Kelly
Practice Director Digital Health & Care
Karina Franke
Associate Director, Board Support & Business Solutions
Luke Davies
General Manager
Peter Kostantakis
Practice Director Digital Services
Rob Porter
Practice Director for Contact Centre Technology & Products