Customer Experience
Strategy and Management Consulting Services

Empowering leaders and teams to deliver customer experience excellence that drives customer-centric growth.

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 strategy 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 Frameworks

Delivering customer journey management frameworks, service blueprinting, insights and opportunities for evidence based decisions.

Clarity of Customer Purpose

Defining the customer vision and experience principles that inspire, unite and guide organisational behaviour.

Change Management

Facilitating alignment of cross-function employee groups and development of skills and capabilities to promote sustainable customer-centric change.

Emotional Connection

Creating deep customer understanding and connection to humanise problem solving.

Designing the Future State

Co-creating future state experiences with employee groups and designers to deliver customer experience excellence.

‘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