Customer Experience Consulting Services
I live and breathe customer centricity.
My passion is connecting customer and culture—empowering people to work together with the customer at the centre of their problem solving and decision making.
My customer-centric approach to solving complex customer and business problems is holistic. I work and engage cross-functionally, helping executives and employees apply customer insights and empathy in their day-to-day work.
My management frameworks, tools and practices focus on shifting attitudes and behaviours; creating positive change and critically, bringing everyone across the business on the journey to connect customer and culture.
My customer experience consulting services help businesses improve experiences, enhance customer value and deliver positive business performance.
‘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 Management Frameworks
Delivering customer journey insights and service blueprinting to solve key customer and business problems.
Clarity of Customer Purpose
One company, one experience. All working together to create the customer vision and service principles to guide organisational behaviour.
Customer-Centric Change Management
Facilitating collaboration of cross-function employee groups to work together to promote sustainable customer-centric change.
Developing Customer Empathy Through Storytelling
Designing customer-centric communication tools and practices to shift employee mindset from product-centric to customer-centric.
Designing Future State Customer Experiences
Co-creation labs that incorporate active stakeholder and customer participation in the Design phase of creating future state experiences.
‘Alex’s approach to solving customer experience problems is understanding exactly what the customer problems are. Alex’s emphasis on solving customers’ problems is obviously a huge benefit, and aids in long term, sustainable growth.’ – CMO, Australia’s largest real estate group