What is a CX Integrator
Solution benefits
Our services
An introduction to the related services for this solution.
Value Management Consulting
Strategy on a Page
Create clear strategy by understanding, planning and managing to realisation of business value. We provide a “Our Business in 202X” strategy on a page linking vision/mission/goals to realise business outcomes. It helping to explaining how change can enable the organisation to achieve their goals. The one page provides a pictorial visualisation, communication, prioritisation and success definition.
Benefits Realisation
We specialises in benefits realisation, aligned with the NSW Government Framework. Our method involves Understanding, Planning, Realising, and Evaluating phases to ensure effective change management and the delivery of tangible business benefits throughout the investment lifecycle.
Portfolio Management
Portfolio Management service ensures optimal selection of digital transformation projects by prioritising strategic alignment, business contribution, and risk/readiness. Our dynamic approach prevents value leakage, fostering transparent decision-making beyond just cost and resource management.
Value Governance
Our Value Governance service integrates a robust framework for decision-making and monitoring, ensuring optimal value from digital investments. Our offering includes establishing a Value Management Office (VMO) to actively manage and realise value throughout the full lifecycle of your organisation’s transformation.
Outcome Mapping
Outcomes Mapping visually represents how initiatives contribute to desired outcomes, fostering a shared, adaptable understanding among stakeholders. This intuitive tool counters “Miracle Thinking,” clearly linking technology investments to expected values and aligning everyone on the project’s purpose, scope, and key assumptions. It’s an essential one-page summary for strategic alignment.
Introducing a CX Integrator
Beyond integration. It’s orchestration.
Customer Science is your CX Integrator — not just stitching services together, but unifying people, processes, data, management and technology to deliver customer experience and business outcomes that are less expensive, resonsive, more sustainable, and easier to measure.
Delivering world-leading services takes more than the right technology. It requires the right people, process and integration. CX Integrator is our managed service model that gives you access to a high-performance, low-friction ecosystem of CX specialists, technology providers, and actionable strategies — all aligned to your customer and digital vision.
Whether you’re solving a single challenge or transforming your full CX operation, CX Integrator helps you get there faster and with measurable value.
This CX Integrator model just makes sense and is a better way of working.
Traditional Integration (The Old Way):
Focuses on technical connections (e.g. APIs, data flows, software installations).
Partners and vendors act independently, with their own goals and metrics.
CX and EX teams remain siloed — even if the systems talk to each other.
❌ Result: Delayed value. High coordination costs. Disconnected experience.
CX Orchestration (The Customer Science Way):
Aligns strategy, delivery, and governance into a single operating model.
Brings tech + people + design into one agile, accountable delivery team.
Enables measurable, adaptive transformation across the full customer journey.
✅ Result: Faster results. Unified teams. Seamless experiences.
CX delivered, embedded, and optimised—end to end
| Category | Before CX Integrator | After CX Integrator |
|---|---|---|
| Teams | Fragmented consultants & vendors | One team aligned to your CX vision |
| Technology | Disconnected platforms & tools | Integrated CX stack with vendor-agnostic guidance |
| Execution | Strategy handed off to internal teams | Strategy + execution embedded in delivery |
| Governance | Confused accountability across departments | Unified governance & measurable impact |
| Speed | Months to years to see results | Wins in weeks with agile, modular delivery |
One accountable partner. One connected journey.
The illustration below shows how a single CX Expert can help you gain access to all the capabilities you require to transform or optimise your services. Allowing you to have business discussion about value, brand and business objectives that navigates all the complexity of design, people, process, technology, products, management and more so you realise your service objectives and business benefits.
Why use a CX Integrator
Many CX investments struggle to meet expectations with common pain points:
| Challenge | What You Face | Impact |
|---|---|---|
| Fragmented Vendors | Multiple partners, no accountability | Disconnected experiences |
| Strategy-Execution Gap | Consultants disappear post-report | Ideas stay on paper |
| Tech Overload | AI, automation, analytics everywhere | Confusion, delayed value |
CX Integrator bridges the gap.
We combine the power of deep CX consulting expertise with the agility of a managed services model. The result? Accelerated time to value, a holistic service approach, and a cost-effective way to continuously improve your customer and employee experience.
Why Customers Chose a CX Integrator
✔ Proven Results:
LegalStream and Tyro Payments both improved CX and business performance by over 20% using CX Integrator.
✔ Faster Time to Value
We help clients achieve pilot outcomes in weeks, not months — supported by a self-funding model that uses early wins to fund broader transformation.
✔ Simpler Vendor Experience
We manage suppliers and outcomes, giving you a single point of contact with shared accountability for results.
✔ Tailored to Your Business
From small fixes to enterprise-wide transformation, our model scales with your needs — across industries and technologies.
Our Clients Say
“The old model of using multiple vendors and large consulting companies to enable CX vision is behind us. CX Integrator is faster, less expensive, and far more effective.”
The CX Integrator Flywheel
The CX Integrator services collectively provides a flywheel of continuous improvement to scale and compound value.
Solution Clients
Australia’s leading companies
Case Studies
The Treasury – Policy Benefit Realisation
Helping Treasury policies create value for all Australians.
ATO Benefit Realisation, Portfolio Management & Governance
Helping the ATO realise Australian economic benefits.
Maridulu Budyari Gumal – Strategy on a Page
Helping priorities funding to deliver the most beneficial health research for better Australian healthcare.
UNSW – Business Strategy
Helping UNSW with Strategy and form Alliances that deliver better outcomes for the University, its students and faculty.
ACCC- Digital Transformation Benefits
Helping ACCC deliver on the benefits of digital transformation to improve competition and trade.
eHealth – Digital Investment Benefit Realisation
Helping eHealth to deliver benefits from digital investments improving the health and wellness of NSW Communities.
