Australian Customer Experience Experts

Consulting, Research & Design

Fifth Quadrant is Australia’s Customer Experience Leader Offering Consulting, Research & Design Services

We have one of the largest bodies of customer experience related research in Australia that allows us to provide rich, evidence based recommendations and an unrivalled level of knowledge and subject matter expertise.

Our services provide our clients with:

  • Significantly improved customer experience, engagement and loyalty
  • Increased revenue from both inbound and outbound customer interaction channels
  • Improved employee engagement
  • A reduced cost to serve
  • Increased profitability  

We are also a publisher of timely and relevant customer experience news, trends and research insights. We engage with Australian professionals through CX Spotlight - our weekly newsletter, with a focus on showing businesses how to transform their organisation from being customer service based to customer experience driven.

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Fifth Quadrant Value Proposition

We have one of the largest bodies of customer experience related research in Australia that allows us to provide rich, evidence based recommendations and an unrivalled level of knowledge and subject matter expertise.

Customer Experience value proposition diagram

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Putting your customer first

We offer an integrated programme including research, diagnostic assessment, future state design and operational transformation.

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Total Customer Experience Model

Customer Experience (CX) is defined as:
the internal response of an individual to their interactions with an organisation's communications, products, channels, technologies, processes, people and environments. Internal response includes the thoughts, feelings, senses, physical reactions and emotions derived as a result of the experience.

As a result of a Customer Experience the person will have a level of Engagement (also termed State Engagement) which is a physiological state. As a result of State Engagement the customer will then display certain future behaviors including propensities to: recommend; purchase; or be retained.

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Why is CX important?

It’s been proven that organisations with mature, enterprise-wide CX strategy deliver higher levels of customer engagement and thus enjoy superior business performance and higher revenue generation.

We know that a great CX has a tangible effect on a person’s day and life and that the act of serving someone is one of the most powerful ‘goods’ an organisation can do.

Customer Experience Strategy is a multi-disciplinary programme involving customer experience design, brand and organisational strategy assessment, sophisticated data modelling, operations capability analysis and the configuration of processes, technology and resources across multiple channels in order to optimise an organisation’s profitability through enhanced customer experience.

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CX Consulting

CX Consulting

CX Research

CX Research & Design

CX Reports

CX Reports & Insights