CX Consulting

Offering CX Diagnostic through to CX Strategy Development

Offering strategic and operational customer experience consulting services across wide range of industries. 

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

 

CX-Strategy-Roadmap

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.

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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.

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CX Diagnostic Review
multi-channel strategy

Multi-Channel Strategy Development Benchmarking

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.

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Contact Centre Optimisation and Establishment

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.

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contact centre establishment

 

Tender Management Consulting

 

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Contact Centre Benchmark Report

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