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 we’re 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.

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 omnichannel 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.”

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This is what happens when you finally break free of the limitations of traditional contact centre technology.

After 20 years of running contact centres for Australia’s biggest brands, we got frustrated by the limitations of traditional contact centre solutions, which…
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TSA Group Featured in HRD

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TSA Group Makes the 2020 AFR Most Innovative Companies List

TSA Group has been recognised as one of Australia’s Most Innovative Professional Services businesses, taking out third place in the prestigious Australian Financial…
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How TSA Group is navigating COVID-19

Earnd HR Heroes Podcast Episode 1   TSA Group Executives Zahra Peggs and Blaine Slater chat to Earnd founder Josh Vernon to discuss…
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Now’s the Time to Connect People to Jobs at Scale

There have been a lot of clichéd phrases used to describe the “unprecedented times” we live in which we ponder what the “new…
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It’s Never Been More Important to Ask: ‘R U OK?’

Every year, we take the opportunity to recognise R U OK? Day, and encourage you all to check in with your families, friends,…
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Measuring success in online recruitment

What does successful online recruitment look like? Hear from Jessica Foo, TSA's Group People & Talent Manager, as she speaks to Chloe Blackman from Vervoe to share…
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There’s No Place Like Home:  It’s Time to Reassess the Logic Behind Offshoring

With the COVID-19 pandemic and restrictions impacting everything, all most businesses are trying to do is keep going as best they can. It…
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Work From Home Contact Centre Solutions – if it sounds too good to be true, it’s because it is.

Disclaimer - I am a HUGE believer in the absolute necessity for modern businesses to have a world-class cloud contact centre solution. What…
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Bringing to Life the Brand and Customer Experience in Outsourced Contact Centres

The Agile Contact Centre Podcast Episode 16   Blaine Slater | Bringing to life the brand and customer experience in outsourced contact centres…