Solution
CX Consulting
A CX strategy is easy to write and hard to land. We co-design the strategy with you and then stay for the part where it changes how the service actually runs.
What we do
Strategy, co-design, and the transformation that follows
We create a customer experience strategy, bring it to life, co-design the solutions and implement the service transformation.
The kit bag includes service reviews, service blueprints and service technology roadmaps, all pointed at services that work operationally rather than only on paper. What you get from that is the experience of people who have transformed customer experience, employee engagement, revenue and market competitiveness before.
How we help
CX consulting services
CX strategy
Intellectual, global and practical experience brought to your executives and boardroom, designing a CX strategy that differentiates you from the competition and delivers bottom line growth.
Consulting and advice
Insight and perspective on outsourcing, vendor selection, robotic process automation, technology and quality assurance, and industry awards, recognition and certification.
Service transformation
A track record of future-state service plans covering organisational design, technology, products, services, processes, customer touchpoints, channels and people. Planning across all of it is what makes the servicing consistent for the long term.
Customer experience insights
Experience inside some of Australia's leading service organisations, developing CX programs, surveys and process re-engineering that shifted customer experience outcomes. Customer Science is a Certified Practitioner with the Customer Service Institute of Australia (CSIA).
Program management
Project delivery, proven tools and systems for any implementation, run by practitioners who understand the strategy and the design behind it.
Coaching
Some organisations need an injection of experience rather than a delivery team. Our practitioners work on a contract or coaching basis, transferring knowledge and skill to your people.
Who does the work
Consultants with twenty years each, who have felt the pain already
Our customer experience consultants in Australia each bring over 20 years leading large service offerings and delivering strategies for local council, state and federal government, and for commercial enterprises here and overseas.
We give you realistic plans, and where you need it, the people to implement them.
Underpinned by best practice
The standards we work to, where they add value
Service and contact centres
- International Customer Service Standard (ICSS)
- COPC, for contact centres
Technology and process
- ITIL, for technology
- Six Sigma, Lean Six Sigma, ISO and the Australian Business Excellence Framework, for business process
- Prince2, for project management
Best practice consulting
A CSIA Certified Practitioner
Customer Science is a Customer Service Institute of Australia (CSIA) Certified Practitioner, supporting members in realising their vision for best-practice customer service. As one of a select number of Certified Practitioners, we bridge the gap between assessment against the International Customer Service Standard (ICSS) and service advice, design and implementation.
The work
Three service reviews and what they changed
Contact Centre and Service Strategy Review
Bunnings one of the largest retailers wanted independent review of its strategy to ensure it got results for its customers and business.
Read the case study ↗
Contact Centre and CX Review
InvoCares national funeral services have created a more compassionate and helpful service at times when people are most vulnerable.
Read the case study ↗
NSW Trustee & Guardian Service Review & Training
NSW Trustee & Guardian sought the assistance of Customer Science following concerns raised by the NSW Ombudsman. A review of the operations/ contact…
Read the case study ↗Insights
Related insights
Why it will be vital to provide ongoing support for your digital workforce
As published in CX Focus Magazine - Are you looking to augment your workforce with a crew of virtual employees in the upcoming financial year? That’s the…
Read the article ↗
Super Fund Customer Service: From Churn to Lifelong Member Value
How Australian super funds can reduce avoidable churn, improve life-stage service and protect member outcomes through evidence-led customer experience.
Read the article ↗Why AI projects that don't start with a study of customer behaviour are destined to disappoint
As published in IT Brief Australia - Enterprise This game changing technology will be of limited use if you don't understand what irks people about…
Read the article ↗
Customer Experience Trends in Australia in 2026 (June Update)
A researched June 2026 summary of the hottest customer experience trends in the Australian market, with practical planning moves for service, CX, AI…
Read the article ↗
CX in the US: One Australian's Mission to be Part of Raise the Bar on Service Excellence
What happens when an Australian CX obsessive lands in America and realises the world's biggest services market is crying out for what we already know how…
Read the article ↗How to Improve Services in Australia: The CX Showcase 2026 Lessons Every Executive Should Learn
How Australia’s Best Organisation’s Are Breaking Conventional Wisdom to Improve Customer Experience, Reduce Costs and Build Better Services Australia is…
Read the article ↗
Closing the Public Sector Service Gap: Rethinking Public Sector Service Delivery
Public sector service delivery is under growing pressure as citizen expectations continue to rise, driven by always-on digital experiences in the private…
Read the article ↗Customer Retention Program Design: Evidence-Based Approaches
Customer retention program design works when it stops treating churn as a marketing problem alone. The strongest programs define the real causes of loss…
Read the article ↗Measuring CX Business Value Beyond the CSAT Score
CSAT still matters, but it is too narrow to prove CX financial impact on its own. The stronger approach links customer experience to retention, cost to…
Read the article ↗
Working with us
We are easy to engage
You shouldn't have to wait months for procurement before the work can start. We hold places on federal, state and local government panels and the certifications your procurement team will ask about, so you can engage us through an arrangement you already use and get started in days rather than months.
Ready to improve customer journeys and service performance?
If customer effort, complaints, avoidable demand, slow resolution or service complexity are holding performance back, start with our CX transformation approach or book a practical discovery call.