Different thinking. Different outcomes.

We are specialists 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.

Raj talks Customer Experience – Marketing Matters
Marketing Matters

Raj Mendes, Managing Director, features on Marketing Matters

On July 19th our Founder and Managing Director, Raj Mendes, featured on Sky News Business show Marketing Matters for their exclusive episode on Customer Experience.

Raj sat on the panel alongside Dr David Hills of iNEEDa Dentist, and Mark Larner of Mood Media Australia. When asked if customer experience can improve your bottom line Raj's view is "The way that customers experience your business has a significant impact on your bottom line. Organisations need to find ways of differentiating, and customer experience is the ultimate way to do that. If you don’t do it, it’s going to cost you, and you’re going to be losing out to competitors who do focus on their customers experience.”

Raj also spoke about the importance understanding your customers. “If you don’t understand your customers you can’t find unmet needs, and you can’t find gaps in the market and opportunities create experiences that differentiates yourselves from your competition.” Creating a pleasant customer experience is a must-do to stay competitive, but, as Raj says “It's important to understand you can't do everything. Don’t try to optimize the entire customer experience journey. Focus on the peak and the end and perfect those moments for your customers."

To read more and to view the episode online, click here.

Marketing Matters, hosted by expert of marketing and social media Peter Applebaum, streams live on Sky Business News (Channel 602) each week on Thursdays at 7:30pm.

What is the future of universities?

What is the future of universities?

By Annabel, Karla and Shane

What is the future of university? With the rise of digital learning, will there be a need for physical campuses? What will campuses look like? What do emerging technologies mean for universities? The future of Australian universities is a key interest area for CEC. Facing disruption from online educational resources such as MOOC’s and vocational … Read More

Product Obsession is killing the customer experience

Product Obsession is killing the customer experience

By Sean Lurie

Only 20% of product features are always or often used, leaving 80% of product features are seldom or never used. This has been called “the biggest waste in software development”. [1] When delivering digital products, it’s easy to get so caught up with shipping features, you may forget why you’re developing them in the first … Read More

Our 15th Birthday Party

Our 15th Birthday Party

By Imogen Moore

  On Friday 21st September we celebrated our 15th birthday alongside some of our close friends and colleagues with an intimate celebration held at our studio in Circular Quay. We were joined by BVN, the designers of our award-winning studio, who held an immersive VR experience showcasing their latest architectural designs of the new Marrickville Library; … 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 & transformation | 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.

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