Customer Experience Consulting
Deliver in the moments that matter most, with a more human experience, powered by brilliant people, process and technology. We’ll help you do great things for your customers.
Why CX Consulting Is the New Battleground in Business
Our team of CX Consulting experts have their finger on the pulse. They’re not just consultants; they live and breathe CX at scale for Australia’s leading brands every day. We are passionate about helping organisations transform their CX models to achieve amazing results that are authentic, scalable and commercially powerful.
What Makes Our CX Consultants Different?
CX Consulting Is All We Do
We’ve got the runs on the board, having successfully managed, transformed and grown CX operations across a large number of industries and disciplines.
We Are Australian
We understand Australian customers because we are Australian customers. We exist to deliver moments that matter for our partners and their customers.
We Work With You
Because we’re just around the corner, we’re an extension of your team, embedded deeply in your business to help you develop your own sustainable CX Consulting expertise.
Our Customer Experience Consulting Services
Our Customer Experience consulting services are fully customised to suit your requirements. We won’t pretend to know your business better than you do, but our customer experience consultants are experts in our fields and are passionate about collaborating with our partners to deliver solutions that drive long-term success.
Knowledge Management Services
Make knowledge your team’s greatest asset.
We design and optimise knowledge management systems that actually work for the people using them. From discovery through to build, governance and optimisation, we help you create a knowledge ecosystem that supports faster resolutions, more consistent service and better customer experiences.
Learning Design Services
Training that creates lasting change.
We develop practical, scalable learning experiences grounded in behavioural science and real-world operational insight. Whether you’re onboarding new starters, upskilling teams or building leadership capability, we’ll help you design learning that sticks and drives performance on the floor.
CX Transformation Consulting
We’ll help you get where you want to go.
Our experienced service consulting team will help you define your aspirations and conceptualise a customer engagement model that will help you get there. Most importantly, with our experience and proven methodologies, we’ll help you transform the full customer engagement landscape, across people, process and technology, to deliver on your CX objectives.
CX Data and Business Intelligence Consulting
With customer engagement comes data. Lots and lots of data.
The data gurus within a CX company like TSA can help you make sense of customer interaction data, and look for insights to help you drive better operations and deliver better customer outcomes. From helping with underlying data structures through to the application of machine learning, we stand ready to help make your data game strong.
CX consulting & digital strategy
Seamless digital experiences. It’s what your customers expect.
And it’s what you should expect from us – your digital CX partner. Our expertise is designing, deploying and adapting highly bespoke customer experiences. Our CX consultants will undertake an in-depth assessment of your customer engagement model, from end-to-end. We will then help to identify opportunities for value creation, and design omni-channel customer flows that exceed your customer expectations.
Contact Centre Consulting Services
Delivering amazing customer experiences takes a team.
With over 25 years of experience running contact centres, our teams of operational experts can help you overcome the challenges with running scaled customer engagement programs. From workforce optimisation to quality assurance, we have the team to help you drive the right outcomes from your operations.
CX People and Workforce Consulting
At the end of the day, every customer interaction is driven by a human.
Our people experts can help with all aspects of people management in a customer experience environment. From recruitment through to training through to leadership development, our team are experts at finding, training and growing people to deliver amazing customer experiences.
Customer Experience Consulting FAQs
What Is Customer Experience Consulting?
Customer experience consulting helps businesses understand and improve how customers interact with their business across different channels and touch points.
This can involve reviewing customer journeys, service processes, technology, data and operating models to identify gaps, friction points and opportunities for improvement.
A customer experience consultant then helps turn those insights into a practical plan to improve service delivery, customer outcomes and overall experience.
What Is the Difference Between CX Consulting and Contact Centre Consulting?
Customer experience (CX) consulting looks more broadly at how customers interact with an organisation across different channels, touchpoints and service experiences.
Contact centre consulting focuses more closely on customer service operations, including technology, workforce, processes and performance of those customer interactions.
How Long Does a CX Transformation Take?
The timeframe depends on the size and complexity of the organisation, the areas being improved and the level of change required.
Some improvements can be implemented quickly, particularly when they focus a specific service issue or operational process. Broader transformation programs may be delivered in stages
Does TSA Implement the Recommendations or Only Provide Advice?
TSA can provide both strategy and implementation support, depending on the recommendations and what is needed to deliver them effectively.
Implementation support can include service design, operating model changes, technology, training, knowledge management and contact centre delivery.
People Focused Innovation and Design – It Works
“TSA have exceeded our expectations. They did this by devoting the time to truly understand our strategy and operations. Since day one, they have approached our relationship as a partnership and this has been a real key to the success.”