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.