Alexander Kelly
Business Analyst
Andrew Carlton
Practice Director for CX Research, Consulting & Professional Services
Andrew has over 25 years of experience in the financial services sector including experience in the USA, UK, Canada and Asia. He brings a wealth of knowledge from his award winning Customer Experience General Management, of the American Express Australia and New Zealand region. He now shares this knowledge to design and deliver Customer Experience (CX) strategy and digital transformation.
His corporate responsibilities have included Board of Director for Amex in Australia and Canada, strategic leadership for Customer Experience, large team leadership of contact centres, operations and back office fulfilment teams.
Andrew’s passion for keeping the customer at the centre for decision making has ensured whole organisation responsibility for the customer experience, aligning product design, technology, investment and front line contact centre delivery ensuring customer experience is a business success driver not a cost centre.
Skills:
Contact Centres, Customer Experience Strategy, Digital Transformation, Human Centred Design, Operations, Outsourcing, Process Excellence, Service Consulting, Service Design, Service Leadership, Service Transformation, and Voice of CustomerMembership and Qualifications:
Master of Commerce
Bachelor of Arts (Psychology & Industrial Relations)
CSIA Certified Practitioner
CSIA Fellow (FCSIA)
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Our Team
Andrew Carlton
Practice Director for CX Research, Consulting & Professional Services
Andrew Goodwin
CIO Senior Technology Consultant AI Consulting Lead
Bart Thomas
Principal Automation
Catherine Larroche
Practice Director Contractors & Workforce Augmentation
Christine Davis
Specialist Consultant
Claire Lam
Manager Office and Accounts
Darius Vitlin
Senior Consultant
Doug den Mulder
Manager Projects & Development Automation
Emily McCarthy
Consultant
