CX Consult are the contact centre and customer experience consulting experts in Australia
We have decades of senior experience running award-winning contact centres and are recognised leaders within the Contact Centre & CX industry.
We understand that every business is different and we provide real, practical advice learnt from decades of experience that works for your business, not ours.
We are independent from all contact centre vendors and associations ensuring you receive independent advice on what’s best for your business.
Talk to us today about your Contact Centre, Customer Service and CX challenges
Let the numbers speak!
We might be a small team but we have unprecedented experience in helping companies with their contact centre & CX strategy.
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of our customers
we have clients.
We're proud of the positive feedback from our customers in helping them with the contact centre and/or CX strategy.
— Heather Crichton ( General Manager Member Success, PEXA )
For PEXA, the experience our members have with the system is paramount so when our user-base increased rapidly, it was critical we had the right processes in place to support the industry through best practice methodologies and systems. We know for many of our members, their concerns are time-sensitive so our first priority was ensuring access to our support centre in the most time-efficient way.
We engaged CX Consult to conduct a health check on our support operations and provide a holistic view of what we were doing well, and where we could make quick and critical improvements. We’ve since implemented a number of the recommendations made and wouldn’t hesitate in recommending CX Consult to other firms looking to lead the market in the support they provide.
Since we launched in 2018 we've been humbled by the chance to work for a wide variety of clients in both the private and public sectors, from small contact centres through to large multi-site international operations.
Meet our Consultants
CX Consult is a small but powerful team with over 55 years of senior contact centre management experience.
Genuine Industry Leaders
While many claim to be customer experience or call centre ‘experts’, both Justin and Derek are the real deal.
With decades of operational experience from working on the phones through to senior executive roles, leadership roles at the call centre industry association, chairing or speaking at an industry conference, judging contact centre awards or as Chief Editor of Australia’s #1 resource for industry professionals CX Central, both Justin and Derek are actively involved in promoting, supporting and driving our industry.
And they really do practice what we preach! Justin also runs CX Skills, offering specialist courses for contact centres, customer service and customer experience professionals delivered by experts from across the globe ensuring our consulting is constantly aligned to industry best-practice.
Oh, and we're a bit different
As a small boutique consulting business we don't take on numerous consulting engagements or 'bait and switch' consultants. We only take on a small number of clients and any one time and you'll always deal directly with us (in other words it will either be Justin or Derek conducting the consulting and writing your reports).
As both Justin and Derek are actively involved with a number of other industry-related businesses, we also aren't interested in padding out engagements or trying to sign you up for long-term 'transformation' projects.
We believe in empowering you with the right amount of information to make informed decisions - and you can then choose to engage us or others if additional work or expertise is required.
CX Consult is located in Melbourne and Adelaide and provides support across the Asia-pacific region
Book a Discovery Call
Contact us to have a no-obligation discussion about how CX Consult can help your business.
We're growing so if you'd like to join a company that is truly customer-focussed get in touch now