>> Fast-Track Program >>

Understand Your Customers’
New Behaviours & Evolving Journeys

Your Customers’ World is Changing

The world as we know it is changing. Our customers are living, working and socialising in different ways. Along with this comes a new set of customer needs, new problems customers are wanting to solve and changing CX expectations.

It’s easy to make the mistake of assuming that your customers’ experiences are the same as yours. Or, in developing your strategy using outdated customer data that’s based on old needs and expectations. Or worse still, relying on anecdotal feedback or CX scores alone.

These mistakes come at a high cost; a marketing or CX strategy that fails to deliver new opportunities, products and services that meet customer expectations and the delivery of relevant experiences that matter most to customers, to name just a few.

Unlocking New Opportunities

Identifying your customers’ new need state is the key to unlocking new opportunities for growth. Their needs, problems and expectations are being shaped by a changing work-life, home-life and lifestyle.

In building for growth, Marketing Leaders, CMO’s, CXO’s and CCO’s face a many challenges. Changing CX expectations, a highly commoditised market, decreasing advertising ROI and in the race to digitise brand touchpoints everything looks and feels that same.

The key to unlocking opportunities is understanding your customers’ new world. Opportunities that are contextually relevant and provide future-facing possibilities to create new value, differentiation and build growth.

>> Fast-Track Program >>
Understand Your Customers’
New Behaviours & Evolving Journeys
> In Just 5 Weeks >


Customers are adapting to new ways of living, working and socialising. Their CX expectations are rapidly changing. We start by taking a deep-dive  into their world. Using Listen-Learn we discover their new context, problems, unmet needs and changing expectations to understand what matters most in their experiences with your brand.


Step into your customers’ world. Understand their mindset, goals, gaps and influences in their journey with your organisation. Utilising visual tools, rapidly engage and align employee teams with a new-world perspective to get cross-functional teams on the same page and working together to respond quickly.


Unlock new opportunities to quickly anticipate what your customers need next. Provide teams with clarity and certainly utilising contextually relevant customer insights for ‘customer needs-based’ problem solving and decision making to deliver new value, competitive differentiation and build growth.

5 Week Program
Understand Your Customers’
New Behaviours & Evolving Journeys

A Faster and Smarter Way to Get
Your Marketing or CX Strategy Right
Find Out How


Signature Customer-Centric Method

Connect, unite and align to enhance value and drive growth

Customer-Led Growth

As the Director, Customer Strategy and Experience for All Work Together, I typically encounter the following problems which stifle an organisation’s efforts to deliver customer experience (CX) excellence:

  • Low shared understanding of customers’ needs, goals and expectations
  • A lack of customer insights for evidence-based problem solving
  • An absence of a CX strategy to effectively navigate change
  • A CX program stalled from competing business priorities
  • Failure to align cross-functional teams to work together

Our three stage Signature Method delivers the framework for customer-led growth: In-depth customer understanding and insight; A customer vision and strategy; Teams working together to solve customer experience problems.

Our Customer-Centric Signature Method is being utilised by organisational leaders in the healthcare, insurance, technology, tourism, retail and non-profit sectors to make a difference in their customers’ lives, to enhance customer value, differentiate offerings and drive growth.

Find Out How Our
Signature Method
Connects, Unites and Aligns to
Enhance Value and Drive Growth

“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

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