90%
$2m
2,500+
800+
Trusted by teams across government and industry
Why CX Communications Matter
Every message you send—whether it’s an email, SMS, letter, or chat response—shapes how customers feel about your organisation. Poorly designed communication leads to confusion, extra calls, and rising costs. Clear, empathetic communication improves satisfaction, reduces complaints, and drives efficiency.
At Customer Science, we turn complex, technical, and compliance-heavy communication into plain English that is consistent with your brand voice and values.
Our Background
Customer Science is pleased to announce the acquisition of CX communications consultancy Friendly Persuasion.
Launched in 2014, Friendly Persuasion helps service organisations improve customer experiences and business outcomes in account correspondence, chat and short messaging. Peter Vierod and Tony Rambaut join Customer Science to head up the newly created CX Communications consulting division.
What we do
We turn the words in your customer correspondence and chat into better experiences and outcomes. We improve trust, satisfaction, and efficiency.
What we offer
Auditing
Customer Communication Audits identify gaps, risks and friction across journeys and channels. Includes our proprietary CommScore AI™ solution where we compare your service writing to CX benchmarks.
Journey Mapping (for Coms)
Deep analysis the role of customer correspondence at critical moments such as onboarding, collections and dispute resolutions. Identifies improvements that lead to a better customer experience and compliance.
Writing & Redesign
Copywriting and template design that bring clarity and a human touch to every communication.
Training & Advisory
Tailored training for service teams that puts customer service and brand on the same page.
Brand Voice
Finds a writing tone that aligns with brand values
Information Videos
Explainer videos to help bring customer communications to the next level
What are the benefits
Improved customer outcomes, satisfaction and retention
Clear, approachable communication customers understand.
Reduced frustration, with fewer calls to clarify.
Higher satisfaction and retention.
Reduced inbound call volumes and handling times.
Fewer complaints and disputes.
Stronger compliance and collections outcomes.
Business Alignment to delivering on strategy
- Messages that support your organisational goals.
- A voice that differentiates you in a crowded market.
Teams trained to communicate consistently and confidently.
Our experience
We have undertaken large scale correspondence transformation projects for organisations in the following sectors:
- Banks & Financial Institutions
- Health Insurance
- Telcos
- Energy
- Government
- Travel
Our clients say the nicest things
“Friendly streamlined all our correspondence and collateral pieces making our products and services simpler to understand. Importantly, they helped bring our brand voice to life in those difficult ‘moment of truth’ communications. This was proven in research, which showed a very positive response from members.”
Amy Childs
Formerly Head of Member Communications
Medibank
Case Studies
Why Work With Us
- Proven impact: Millions saved in reduced calls and complaints.
Government accredited: On NSW Government ICT Services panel and other federal/state procurement panels.
As a member of the Local Government Amalgamation Supplier Panel, NSW Government Qualification Scheme for Performance and Management Services (SCM0005) and ICT Services (SCM0020) we offer a comprehensive, tailored program to support Government transformation in NSW. Our panels extend to other states, federal government and even commercial organisations to make engaging us easy.
Expert team: Led by pioneers of CX communication, Peter Vierod and Tony Rambaut, with decades of experience.
Flexible engagement: Standalone CX communications projects or integrated into a broader service transformation.
Frequently Asked Questions
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What is CX communications?
It is the strategy, design and delivery of clear, human and compliant customer messages across letters, email, SMS and chat that support the experience and reduce cost-to-serve.
How do you measure ROI?
We baseline call volumes, complaints and satisfaction, then track changes post-implementation. Clients typically see material call deflection, faster resolution and improved CSAT.
Can you work within strict legal and compliance requirements?
Yes. We collaborate with legal, risk and privacy teams to maintain obligations while improving clarity for customers.
Do you provide training and playbooks?
We deliver practical workshops, eLearning and voice-and-tone playbooks so teams sustain results independently.
Ready to improve your CX communications?
Contact us for a free consultation and discover how clear, human communication can improve satisfaction and reduce costs.