Customer Experience Consultant, Trainer and Keynote Speaker

Connecting Customer and Culture to Empower Customer-Centric Growth

My passion is empowering people to work together with the customer at the centre of their problem solving and decision making; to improve experiences, enhance customer value and drive growth.

In addition to my customer experience consulting, I authored the book, Customer Experience is the Brand, regularly share my thought-leadership by writing for local and international publications and speak at conferences and seminars.

Customer Experience Consulting

I am a customer experience consultant. My work with clients is growth oriented; helping foster a culture of customer centricity, building customer experience capability and improving experiences to deliver positive business performance.

My customer experience expertise includes:

• Delivering customer experience management frameworks to solve complex customer and business problems.
• Working holistically to define the customer vision and service principles to guide organisational behaviour.
• Facilitating collaboration of cross-function employee groups to work together to promote sustainable customer-centric change.
• Designing customer-centric communication tools and practices to shift employee mindset.
• Co-creating the Design of future state experiences.

‘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

Customer Experience Training

My customer experience training workshops are highly effective in developing customer-centric skills and capabilities. Workshops include: Empathy Mapping, Customer Experience Mapping, Customer Journey Mapping, Service Blueprinting and Design Thinking. Workshops help executives and employees alike build skills and the confidence to apply these tools and practices back into their day-to-day work.

‘Very usable mapping process that I can take back into my workplace.’
– Healthshare NSW

Customer Experience Keynote Speaker

As the author of a book on customer experience, writer for international and local publications and a media commentator, I’m regularly invited to be a keynote speaker on customer-centric transformation at conferences and seminars across Australia. Topics include: Fostering a Customer-Centric Culture to Drive Growth, Customer Experience is the Brand and Customer Experience Innovation.

‘Poignant opening … Good storytelling.’ – Jon Yeo, TEDx Melbourne


Amazon Book Reviews: Customer Experience is the Brand

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