Different thinking. Different outcomes.

We are an independent consulting firm, specialising in customer experience. We apply design thinking to business problems to get different, more innovative outcomes that create better customer experiences. We design and deliver new products, services and ecosystems for large organisations and government.

In customer experience, nothing has changed. And everything has changed.

In customer experience, nothing has changed. And everything has changed.

By Emily White

While the fundamental principles of customer experience are timeless, consumer expectations and behaviours are not. Friendly and efficient customer service no longer cuts it; consumers now expect personalised service. Speaking at a recent Mirvac Property Group event, our co-founder Chris Severn touched on why customer experience has changed, and how companies are responding. Why have … Read More

So, do you service design?

So, do you service design?

By Sean Lurie

Almost every time I tell someone I work in service design the reaction is an awkward smile coupled with slight head tilt and a slow, courteous nod. The blank, confused look in their eyes telling me that yes, I am about to explain to someone what it is I do. After explaining that service design … Read More

Building a customer-centric culture

Building a customer-centric culture

By Clemens Scharf

July 5th and 19th, 2016 For the latest in our Breakfast Series, Building a Customer-Centric Culture, we invited Dr. Linden Brown, author of the book “The Customer Culture Imperative”, and Dr. David Cooke, Managing Director of Konica Minolta Australia, to share their perspectives on the importance of customer centricity in today’s organisations. What does it … Read More

We get results

Designing and delivering better customer experiences

We use Design Thinking to solve business problems. Everything we do is founded in customer needs and behaviours, whether it be strategy, design or culture change. We are open, transparent and outcome focused. We believe in less paper, less talk and more action.

Strategy & innovation | Design & delivery | People & culture | Listen, learn & act

What it's like to work at The Customer Experience Company

Working at CEC brings exciting challenges every day. Just this year we have helped to define the future of digital government, flipped toll roads on their head and re-imagined the camping experience in National Parks.

We are constantly evolving better ways of solving ever more important problems. Right now we are focused on using analytics to maximise the effectiveness of our empathetic design methods and to help our clients to make better decisions for their customers and their organisations.

At CEC, everyone is empowered to stretch themselves, influence how we work and create a meaningful impact for our clients. Working with such a diverse team brings the benefit of different perspectives, but we all unite around the customer. That's what makes CEC special.

Careers at CEC