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.

2 of 3 Voice of Customer programs fail to deliver on their objectives.

How does yours stack up?

Human Digital – keeping people at the heart of digital transformation

Human Digital – keeping people at the heart of digital transformation

By Chris Severn

The future of business is digital. Threats to incumbent businesses in every sector are digital. Corporate investment and executive focus is about digital. All these statements are true and we’d be foolish to pretend otherwise, so is this ABC news story about chatbot dissatisfaction just a reactionary complaint against inevitable change? I believe not – … Read More

How designers are shaping the future

How designers are shaping the future

By Sean Lurie

Not a pessimistic designer, nor a cynical designer – a critical designer looks at the past, to rethink the present and reimagine a brighter future. Futurist Alvin Toffler once said “The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.” Living in … Read More

CX in transport & infrastructure breakfast events

CX in transport & infrastructure breakfast events


Last week in Melbourne and Sydney, CEC held the latest event in our breakfast event series. Three guest speakers from the transport and infrastructure industry came together to discuss their viewpoints on how customer experience impacts their organisations and the industry as a whole. Emilie Perrot from Yarra Trams, Mark Byrne from Transurban and Larry … 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.

Careers at CEC