Driving Performance through Human-Centred Insight, Strategy & Transformation
Empowering Customer-Centric Growth
I am All Work Together's founder and principal customer experience consultant. Driven by empowering customer-centric growth I help both B2B & B2C organisations solve challenging and complex customer experience problems.
Customer Journey Mapping Consultant Services
As a practising customer experience consultant, I have deep domain expertise in 'digital and physical' customer journey mapping and service blueprinting; constructing the journey map architecture, building the journey maps and emotion maps, analysis of root causes to understand customers' unmet needs, painpoints, emotions, truths and opportunities, and the development of the customer journey insights.
Customer Experience Consultant Services
I'm known for my customer-centric approach of connecting customer and culture to put customer needs at the centre of leadership, strategy and operations.
Customer Experience Consultant Services Deliver:
~ Deep understanding of your customers' needs, goals and expectations
~ Evidence-based approach to prioritisation and decision-making
~ Customer-centric alignment across leaders and teams
~ Artefacts such as customer journey maps and future-state maps, personas, user stories and stakeholder maps, service blueprints, process and workflow mapping etc.
~ Strategy and planning roadmap to prioritise continuous improvement and change management
~ Co-design workshops and applied service design principles in developing solutions
'Alex was fantastic at connecting our customer journey insights to our culture development, demonstrating how we can collaborate as one team to be a truly customer-centric organisation.' – Chief Experience Officer, Australia's fastest growing tourism group
Developing Customer-Centric Leadership Capability
Purposeful customer-centric leaders need customer experience skills coupled with EQ (emotional intelligence). The customer-centric leadership workshops apply a human-centred approach to developing capability. The aim is to help leaders, help themselves in shaping how they think, act and communicate in developing customer-centric leadership capability. In a workshop setting and using my signature ‘Learn-by-Doing’ technique, we’ll...
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‘Very usable mapping process that I can take back into my workplace.’ – Healthshare NSW
Customer Empathy Scorecard
Customer empathy helps organisations put their customers’ needs at the centre of their leadership, strategy and operations - so customers become the point of reference for creating value. The All Work Together Customer Empathy Scorecard will help you evaluate your customer empathy strengths and weaknesses, and identify gaps and opportunities against the 5 drivers of customer centricity.
~ Less than 15 minutes
~ 40 multiple choice questions
~ Result snapshot and personalised report
~ No strings attached
~ 100% PRIVACY. NO SPAM.
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Keynote Speaker - Customer Experience
As a two-time author and leading authority on customer experience, I'm regularly invited to deliver the keynote speech at conferences and seminars across Australia. Topics include: Switching On and Scaling Customer Empathy, Empowered Customer-Centric Leadership, Fostering a Customer-Centric Culture to Drive Growth and The Future of Customer Experience.
'Poignant opening ... Good storytelling.' - Jon Yeo, TEDx Melbourne
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Principal Consultant
Director Customer Strategy & Experience Transformation
Alex Allwood is Director of Customer Strategy & Experience Transformation at All Work Together Consulting, where she partners with B2B and B2C organisations in regulated sectors to solve complex business and customer challenges.
A seasoned strategic thinker with strong commercial acumen, Alex connects deep qualitative insights with operational and financial priorities—guiding transformation that improves customer experiences, strengthens employee engagement, and delivers measurable business performance.
With over two decades of experience, Alex applies human-centred methods such as qualitative research studies, contextual inquiry, grounded theory, experience mapping, customer journey frameworks and blueprinting to uncover the lived experiences of customers and employees.
Alex translates these insights into practical frameworks that help organisations prioritise the moments that matter most and design future-state journeys that drive change.
Alex’s expertise spans customer strategy, human-centred insights, journey frameworks and organisational alignment. Working closely with executive and cross-functional teams, she supports leadership to align around high-impact priorities—securing buy-in, guiding investment decisions, and embedding evidence-based thinking into operations and long-term strategy.
Clients describe Alex’s work as both rigorous and transformative. As one noted: “Alex’s human-centric approach is impressive. We now have deep customer understanding, a strategic roadmap, and cross-team alignment to improve satisfaction and market share.”
About All Work Together Consulting
All Work Together is a consulting firm specialising in customer experience research, strategy and design. We are recognised for connecting customer and culture—helping organisations place customer needs at the centre of leadership, strategy and operations to align teams, reduce friction and drive customer-centred growth.
Consulting Services includes:
Research; Customer journey mapping; Service blueprinting; Customer journey frameworks and to-be journey design; Customer experience strategy and CX vision and frameworks; Co-Design workshops
Keynote Speaker for Conferences and Seminars
As a master storyteller, author and business leader, I weave together 20 years of customer service experience, insights, social commentary and real-world case studies to deliver a compelling message that inspires and empowers leaders and their teams to take action and improve experiences.
Author of 2 books, the latest, Customer Empathy
Customer Empathy: A radical intervention in customer experience management and design, is my second book (after Customer Experience is the Brand). This latest book discusses my human-centred framework, methods and tools to switch on and scale customer empathy across your organisation.
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