Consulting

  • Customer Experience Strategy Development
  • Customer Experience Diagnostic Reviews & Industry Performance Benchmarking
  • Multi-channel Strategy Development
  • Contact Centre Optimisation and Establishment
  • Tender Management & Consulting

Customer Experience Strategy Development

Customer Experience Strategy (CXS) is an organisation-wide customer focused vision and plan which informs all customer related bodies of work. It defines the organisation’s unique customer value proposition and the overarching customer journey(s) which include: business models, products, pricing, services, systems, processes, technologies, organisational structure, human capital, KPIs and operational capability.

There are six key stages to Fifth Quadrant’s Customer Experience Strategy development methodology:


The resulting enterprise-wide Customer Experience Strategic Plan will typically include:

  1. Qualitative customer insights including pain points and gaps
  2. Current state journey maps
  3. Personas
  4. Quantitative insights, results and recommendations
  5. Organisational Capability Assessment
  6. Future state journey maps
  7. Future state prototypes
  8. Customer experience strategy recommendations

    • Multi-Channel Recommendations
    • Customer Feedback Management Plan
    • Operations and Process Improvement Plan
    • Technology and Telecommunications Plan
    • Culture and Human Resource Management Plan
    • KPI and Reporting Plan
  9. Implementation roadmap

Customer Experience Diagnostic Reviews & Industry Performance Benchmarking

We have over 15 years experience in assessing the customer experience performance of service & sales operations. This includes assessing contact centres, branches, stores, online and other service channels.

Our methodology involves (but is not limited to) assessing the processes and performance of:

  1. Strategy
  2. Business Model of Operations
  3. Organisational Structure
  4. Processes
  5. Technology
  6. Human Resources
  7. KPIs and Reporting
  8. Business Continuity

A Customer Experience Diagnostic Review methodology typically includes the following key stages:


  1. Data analysis: analysis of raw data related to customer interactions, service efficiency and effectiveness.
  2. Benchmarking of performance: Comparative benchmarking with up to 150 other organisations. Benchmarking may be against:
    1. Industry Vertical
    2. Operations of a similar size
    3. Wider Industry
  3. Qualitative phase: interviews with key stakeholders and employees
  4. Touch-point Mapping: Internal process, systems and people interactions for high volume interactions
  5. Multi-Channel Audit: Availability and configuration of customer interaction channels

    Customer research can also be included in a Customer Experience Diagnostic review in order to validate and confirm customer requirements and service expectations.

    The deliverables of a Fifth Quadrant Customer Experience Diagnostic Review includes a report which details:

    • Current and validated performance against all criteria under review
    • Identification of areas of good performance that should be continued
    • Identification of areas of poorer performance
    • Quantification of inefficiency and ineffectiveness
    • Comparison of performance with other organisations or segments
    • Detailed recommendations to improve efficiency, effectiveness and customer experience
    • A Road Map for Implementation

Fifth Quadrant then may assist in managing the implementation of improvements or advising an organisation on implementation.


Multi-channel Strategy Development

With the introduction of new customer interaction channels and the resulting complexity of the multi-channel environment, an integrated multi-channel strategy is of increasingly high importance to the customer experience industry.

The delivery of an integrated channel strategy infers the delivery of a personalised customer experience across customer interaction channels including face to face, voice, online, social, mobile and correspondence.

The methodology for a Multi-Channel Strategy development typically includes the following key stages:


  1. Data analysis: analysis of raw data related to customer interactions, service efficiency and effectiveness.
  2. Customer Channel Preference Research: Preferred channel per interaction type
  3. Operational Capability Assessment: interviews with key stakeholders and employees to assess people, process, technology capabilities
  4. Cost Benefit Analysis: Assessment of total cost to serve to identify overall cost efficiency benefits in current state; Assessment of current cost per channel; Cost benefit analysis of transitioning lower value simplex transactions to lower cost channels
  5. A Customer Experience Diagnostic Review methodology typically includes the following key stages:

    A Fifth Quadrant Multi- Channel Strategy and Roadmap report will include the following key sections:

    1. Customer Channel Preference Research Findings
    2. Current State Assessment  including cost to serve assessment by channel
    3. Channel Audit
    4. Future State multi-channel model by enquiry type
    5. Cost Analysis and identified savings
    6. Implementation Roadmap   
    7. Recommended KPIs per channel
  6. Fifth Quadrant then may assist in managing the implementation of improvements or advising an organisation on implementation.


    Contact Centre Diagnostic Assessment & Optimisation

    With deep expertise in the contact centre industry and over 15 years of industry benchmarking data, Fifth Quadrant has assisted many clients to optimise their multi-channel contact centre operations to improve efficiency, effectiveness and the customer experience.

    Our approach to optimising contact centre operations will typically include the following diagnostic stages:

    1. Data analysis: analysis of raw data related to customer interactions, service efficiency and effectiveness.
    2. Operational Capability Assessment: interviews with key stakeholders and employees to assess people, process, technology capabilities
    3. Performance Benchmarking: Over 120 data points benchmarked in comparison to industry vertical, similar sized contact centres and the wider industry in areas including:
      1. Strategy
      2. Contact Centre Operating Model
      3. Operating Budget & Revenue Generation
      4. Multi-Channel Capability
      5. People and HR Capability
      6. Operational Process and Practice
      7. Technology and Telephony Capability
      8. Performance measures and metrics
    4. A Fifth Quadrant Contact Centre Diagnostic Assessment and Roadmap report will include the following key sections:

      1. Current and validated performance against all criteria under review
      2. Identification of areas of good performance that should be continued
      3. Identification of areas of poorer performance
      4. Quantification of inefficiency and ineffectiveness
      5. Comparison of performance with other organisations or segments
      6. Detailed recommendations to improve efficiency, effectiveness and customer experience in the following areas:
        1. Strategy
        2. People and HR
        3. Process
        4. Technology
        5. Workforce Optimisation & Performance
        6. Quality Assurance & Customer Experience Measurement
        7. Reporting and Analytics
      7. A Road Map for Implementation

      Contact Centre Establishment

      Fifth Quadrant has deep expertise in the establishment of best practice customer service and sales contact centre operations. 

      Our approach will typically include the following key stages:

      The design and establishment phase of the program will include a work-stream based approach to include the following:



      Training Programmes

      Fifth Quadrant offers a comprehensive suite of training courses specifically tailored to the customer experience industry at Leadership, Team Manager and frontline levels. Our training programs differ from other providers in that our content development includes Fifth Quadrant's own research and benchmarking data and best practice models and case studies.

      Our delivery mediums include face to face, webinar or online.

      Our role specific development Training Programs includes the following courses:

      • Contact Centre Team Manager
      • Workforce Management – Basic and Advanced
      • Quality Monitoring and Assurance

      Our Frontline Training Programs includes the following courses:

      • Frontline Fundamentals
      • Sales Training

      Tender Management & Consulting

      Fifth Quadrant has specialist expertise in managing Tender Processes for:

      • Outsourcing of contact centres and service units
      • Outsourcing of technology
      • Selection of all types of contact centre and service related technologies
      • On-shore, near-shore and offshore outsourcing

      The core services offered in Tender Management include:

      1. Initial product and service market analysis
      2. Creation of Specifications documents
      3. Development of Transition In and Transition Out programmes
      4. Development of Business Cases
      5. Managing Request for Information (RFI) processes
      6. Development of Tender Documents
      7. Tender Probity Processes
      8. Creation of Tender Evaluation processes
      9. Selection of successful Tender
      10. Management or overseeing of Transition programmes
      11. Management or overseeing of Stabilisation Phase

      Fifth Quadrant can either manage the entire Tender process or work closely with Procurement Departments in the capacity of Tender Consultants.


      Consulting Case Studies

      1. Penrith City Council.

      2. CQU (Central Queensland University).

      3. Lifeline Australia.

      4. McWilliams Wines.


      Download our credentials document.

      Contact Details:


      Australia

      Phone: +61 2 9927 3399 | Fax: +61 2 9927 3327

      email: sbauer@fifthquadrant.com.au