The Customer Experience Company

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Overview

$25,000+

Min Project Size

10 - 49

Employees

2003

Year Founded

ABOUT THE CUSTOMER EXPERIENCE COMPANY

Designing & delivering better customer experiences

The Customer Experience Company (CEC), located in Sydney, is a prominent consultancy specializing in strategic design, experience design, and digital implementation. Founded in 2003, we possess extensive knowledge in customer experience, catering to businesses, government entities, and non-profit organizations. We collaborate with ambitious leaders and organizations to enhance the design, development, and delivery of superior customer and employee experiences.

LANGUAGES SPOKEN

English

HIGHLIGHTS

$25,000+

Min Project Size

10 - 49

Employees

2003

Year Founded

Services

Focus

Industries

Clients

Services Provided

65% Product UX Strategy

35% UX Research & Usability Testing

100% Change Management Consulting

About the Team

OUR STORY

Founded in 2003, The Customer Experience Company collaborates with visionary leaders and organizations to enhance both customer and employee experiences. Serving enterprises, government bodies, and non-profits, they bring extensive expertise spanning strategy, design, and implementation. Their personalized approach involves a deep understanding of each client’s unique environment, customers, and industry. Committed to designing for the greater good, they empower people to thrive amid complexity, aiming to positively impact millions of lives alongside their clients. Emphasizing human-centered and systems thinking, they create meaningful, enduring experiences by integrating customer and employee perspectives. Acting as unbiased experts, they provide actionable strategies that prioritize impactful digitization and adoption of innovative technologies, fostering loyalty, repeat business, and mutual success.

Portfolio

Low-code, Big Impact: Automating Childcare Communi

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SDN Children’s Services is a nonprofit organization that has been providing early childhood education, childcare, children's therapies, and family support services for over a hundred years. Facing increasing competition, SDN needed to enhance the family recruitment experience at its centers. However, staff shortages and resourcing challenges necessitated a more efficient approach that still focused on families and utilized their preferred communication methods. To address this, we developed an application using Mendix’s low-code/no-code technology, which allowed us to swiftly create a tailored, secure, scalable, and functional application, with a user experience emphasis from design through to implementation. The low-code/no-code approach enabled our designers to craft a customized solution without disrupting the existing IT infrastructure. We built this on top of legacy systems, which helped maintain current processes and reduced the time, cost, and effort required for the business to effectively address family needs. This technological implementation has allowed SDN to automate outreach to families on its waitlist via SMS, creating a new enrollment communication channel. The improved processes and greater efficiency will free up staff to concentrate on delivering high-quality care and education, leading to more satisfied families and better outcomes for children. SDN is committed to placing customer experience at the forefront of its transformation and is becoming an innovative leader in early education, childcare, children's therapies, and family support services. At CEC, we utilize a range of Human-Centered Design methodologies and tools alongside low-code/no-code technology to ensure our digital solutions are effectively designed and keep customers at the center of the process. Discover how we rapidly design and launch digital solutions to the market.

Designing in-store services for better customer experiences

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We improved the experience for citizens in New South Wales and equipped Service NSW employees to provide a higher level of service. Service NSW was assigned the task of transforming the delivery of government services across various channels. In the retail sector, their Service Centres allow customers to manage a multitude of government transactions in one place. Upon entering a Service Centre, customers are required to 'check in' by the type of transaction they need assistance with. The main challenge is to keep the process straightforward, ensuring it is quick and easy for customers to select their reason for visiting, schedule appointments, and encourage high participation in providing feedback that is linked to analytics. CEC led a project focused on design and implementation, starting with a collaborative effort to identify business needs with a working group, capturing the objectives of Service NSW. They extensively utilized prototype iterations to collect feedback from stakeholders and customers. Adopting an agile methodology, CEC co-designed, built, tested, and deployed the solution across four software releases, incorporating multiple sprints. Through thorough customer research, CEC identified an interface design that achieved over a 90% success rate for customers quickly and accurately selecting their transactions. They developed a mobile concierge solution featuring a tablet app with eight tabs, enabling mobile ticket printing and live queue management to reduce customer wait times. CEC delivered a variety of outputs, including conceptual and detailed solution designs, test plans and cases, support and training documentation, a mobile training kit (capable of training up to 20 individuals anywhere with internet access), and a development roadmap with prioritized implementation recommendations for the first two years.

Customer-led business model from the ground up

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We collaborated with a startup in the life insurance sector to help them create a business model from the ground up, focusing on genuine customer needs. Integrity was formed with the aim of revolutionizing the life insurance landscape in Australia. The company aimed to comprehend its ecosystem to provide a completely fresh experience and fundamentally alter the life insurance process. Without any existing systems or procedures to hinder progress, CEC partnered with Integrity to design a business model centered around the customer. We recognized the importance of Customer Value Propositions and the need for a dedicated partner for transformation and growth, ensuring that customer focus was ingrained in both the system and the company culture. Placing customers at the center of its mission is fundamental to Integrity's vision. Utilizing the Customer Value Proposition approach, we brought customer experiences to life through actual feedback. We began by analyzing both advisers and consumers, which enabled us to assess how well the current market met their requirements. We discovered pain points and solutions that even seasoned professionals were unaware of. By leveraging in-depth insights, we developed concepts that aligned with the product strategy and made them tangible. This led to the creation of physical items that helped advisers express what types of solutions they valued, ensuring these solutions could be integrated at vital points throughout the life insurance process. Our design work encompassed digital, human interactions, and everything in between, creating seamless processes that enhanced the experience for both insurance advisers and their clients. Integrity Life was honored with a Good Design Award in 2019 for Digital Design, recognizing their Customer-Centric Insurance Platform. Dr. Brandon Gien, CEO of Good Design Australia, aptly stated that the award reflects the hard work and commitment to innovation aimed at enhancing our quality of life.

8 more projects

Projects & Clients

Project Size & Rate

Minimum Project Size

$25,000+

Pricing Snapshot

Min Project Size

$25,000+

Avg Hourly Rate

N/A

Cost Rating

N/A

What Clients Have Said

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"The Customer Experience Company delivers quality projects within budget and timeline expectations based on verified client feedback."

Based on verified reviews and internal benchmark data

MOST COMMON PROJECT SIZE

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Product UX Strategy

UX Research & Usability Testing

Change Management Consulting

Industry Recognitions

Locations

Headquarters

7 Macquarie Pl, Sydney NSW 2000

Sydney, New South Wales, Australia 2000

+61280714550

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