Humanising Customer Experience Management and Design

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 customer experience excellence. Empathy enables leaders and employees to see the customer’s world differently; putting their customers’ needs at the centre of their thinking, problem solving and decision making.

In my customer experience consulting with both B2B and B2C clients, Customer Empathy is utilised to create more meaningful customer connection, align and unite teams and enrich problem solving and decision making to benefit customers, employees and their business.

Utilising customer-centric frameworks and tools, we switch on and scale Customer Empathy by taking a deep dive into your customers’ world, through active listening, feeling their experiences, 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 and the painful moments and interaction gaps across their journeys.

Unlike other approaches, my signature method humanises current customer experience management and design practices; delivering rich, evidence-based insights and providing opportunities to enhance customer value and create differentiated experiences.

The method of switching on and scaling Customer Empathy in customer experience management and design practices is empowering leaders just like you, in the healthcare, insurance, technology, tourism, retail and not-for-profit sectors; making a difference in customers’ lives, enhancing employee experience and driving customer-centric growth.

‘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