CX 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.

CX is the new battleground in business.

Our team of CX 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 consulting different?

TSA CX Consulting - Consulting CX CX 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.

TSA CX Consulting - Australian 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.

TSA CX Consulting - Work With You 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 expertise.

Our consulting services

Our CX 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.

CX Transformations

We’ll help you get where you want to go.

Our team of CX consultants 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.

TSA CX Consulting - Transformations Hero

Business Intelligence

With customer engagement comes data. Lots and lots of data.

Our data gurus 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.

TSA CX Consulting - Business Intelligence Hero

CX & 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.

TSA CX Consulting - Digital Strategy-hero

Contact Centre Support Services

Delivering amazing customer experiences takes a team.

With over 22 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.

TSA CX Consulting - Contact Centre Support Hero

People Management

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.

TSA CX Consulting - People Management Hero

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.”

Article

Innovation Through Curiosity: Digitising the Recruitment Process

To keep delivering the best solutions for clients you have to constantly reassess and change. This is how we remodelled our recruitment process…
Press

TSA Group Featured on Marketing Magazine

How to Achieve Personalisation Through CX Tech Personalisation in the customer journey is only possible when customer data is available. And because the…
Article

Empowering Contact Centre Representatives with Technology

A worker is only as good as their tools is not an excuse, it’s just true. For most businesses these days, customer experience…
Article

The Insider Edit – January to March 2022

As we stepped into 2022 with experience from the long-drawn pandemic, it became clear to us what we needed to focus on –…
Article

How Contact Centres Can Support the Healthcare Industry in Australia

Over the last three years, Covid-19 has hit Australia’s healthcare industry in more ways than one – not only on the pandemic’s frontline,…
Article

Moving From a Multichannel to an Omnichannel Customer Journey

We all know what customers want when it comes to service; they want to be served quickly and efficiently. Most of them don’t…
Press

TSA Group Featured in The West Australian – Bringing Jobs Back to Australia

“The West Perth-headquartered national company has also added more than 2000sqm of office space to cope with an uptick in demand from companies…
Announcement

International Women’s Day: TSA Announces Early Pregnancy Loss Leave

“Imagine a gender equal world. A world free of bias, stereotypes and discrimination. A world that's diverse, equitable, and inclusive. A world where…
Press

TSA Group featured with Voyages Indigenous Tourism Australia in HM Magazine

We are proud to be a part of Voyages growth and goals for Indigenous employment. “Not only does the appointment of TSA provide…
Article

Breaking the Stereotypes of a Call Centre Job

When you think of working at a call centre, a range of images might spring to mind. Dull, thankless, dead-end job dealing with…