Connect, Unite and Align to Empower Customer-Centric Growth

Customer Empathy is a powerful human resource that creates more meaningful customer connection, aligns and unites teams and enriches problem solving and decision making to benefit your customers, employees and the business.

‘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 Empathy is my signature customer experience management and design method that connects customer and culture to empower customer-centric growth.

Customer empathy is a powerful human resource that positively impacts CX excellence. Empathy enables leaders and employees to see the customer’s world differently; putting their customers’ needs at the centre of their organisation’s thinking, problem solving and decision making.

Utilising customer-centric frameworks and tools, we switch on and scale customer empathy. Taking a deep dive into your customers’ world, through active listening, feeling what it’s like to be a customer, understanding their points of view and sharing their stories. From your customers’ perspective we gain meaningful connection; deeply understanding their truths, problems they’re trying solve, the painful moments and interaction gaps across their journeys and the unrealised opportunities to make a real difference in their experiences.

Unlike other approaches, this method humanises customer experience management and design practices; delivering rich, evidence-based customer insights, creating more meaningful customer understanding for executives and employees alike, aligning and uniting cross-functional teams and enriching problem solving and decision making to benefit customers, employees and the business.

My 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, enhancing employee experience and driving customer-centric growth.

‘The program created lots of ripples that have created waves of transformation. Deep understanding coupled with rich insight that we could operationalise.’ — Chief Customer Officer, global SAAS provider