Customer Experience Consultants in Australia

Engaging a Customer Experience Expert to transform your business

Gone are the days of paying lip service to customer experience (CX).

Now, recent CX statistics demonstrate that getting your customer experience right is one of the most important components of any business:

• 86% of buyers are willing to pay more for a great customer experience
• 73% of buyers point to customer experience as an important factor in purchasing decisions
• 65% of buyers find a positive experience with a brand to be more influential than great advertising

So, while it's obvious that customers benefit from a better customer experience, ultimately, it has a real impact on your bottom line.

84% of organisations working to improve CX report an increase in revenue and improvements to employee engagement, which also leads to lower turnover and improved productivity. 

Putting it simply, engaging a customer experience expert or a customer experience consulting company is one of the most effective ways to supercharge your business!

Whilst customer experience (CX) consulting is quite a niche skill set, you will still find customer experience consultants based in most capital cities like Melbourne and Sydney and nearly all will travel throughout Australia (and overseas) where required. 

What is Customer Experience?

Customer Experience, or CX, is a widely used term; however, the definition and what it means to people can differ widely.

We like to refer to Customer Experience as the perception that customers have of an organisation - one that is formed based on interactions across all touchpoints, people, and technology over time.

So it's not just the call centre or the retail staff, but every single interaction a customer has with a brand, from marketing, the website, the delivery driver, reading the instructions, the packaging of a product and so on. 

Learn more about the definition of CX, including popular metrics, the evolution of CX and more >

Popular metrics used to measure customer experience include:

• Net Promoter Score (NPS)
• Customer Effort Score (CES)
• CSAT

What Can Customer Experience Consultants Help With?

Customer Experience Consulting companies can help identify opportunities and implement solutions within your business to improve the customer experience. 

They can help with everything from developing or optimising your customer management strategy to helping execute that strategy on the frontline.

Designing your CX strategy, running customer workshops, developing customer journey mapping, helping to gain customer insights, coaching and training and so on are just some of the many components CX consultants can help you with. 

What Formal CX Qualifications Should You Look For?

Customer Experience (CX) consulting is still a relatively new field and there is a range of different approaches both individual consultants and CX consulting companies adopt.

Some common qualifications and standards you may come across include the Customer Experience Professionals Association (CXPA), International Customer Service Standards (ICSS), COPC and more recently in 2024, Kantar, Bain & Company and Qualitrics have partnered together to launch a new CX standard. 

Additionally, many customer experience consultants have decades of experience and have developed methodologies that can be equally (or even more) effective. 

Search suppliers of CX Management training >

Where can you learn more about Customer Experience in Australia?

For best practice tips, insights and thought leadership with customer experience, check out the Australian Customer Experience Professionals Association website, which has a range of CX resources, including:

• Regular CX Roundtables with Industry Leaders.
• ACXPA Member Bites videos with leading CX experts with how-to videos, tips and insights to fast-track learning. 
• A range of CX downloads including Journey Map templates, customer persona templates and more.
• A definition of CX, including popular metrics, the history of CX and more.
• A private group for CX practitioners to ask questions, provide support, etc.
• Articles on Customer Experience.

Search Customer Experience Consultants in Australia

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