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 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.

Time, Trauma and Personas

Time, Trauma and Personas

By Jenny D

  Nowadays, Personas are a familiar and widely used design tool. Their popularity is rooted in their ability to build empathy by highlighting the ‘why’ behind peoples’ behaviours. Practitioners who think about the needs of a fictional persona are better able to infer what a real person might need. Personas also help prevent ‘self-referential design’ … Read More

Emotional intelligence in teams

Emotional intelligence in teams

By Karla Samuels

  Employees are looking for more from their place of work than just a company’s reputation or a big paycheck. What distinguishes workplaces and makes them more desirable is the culture instilled in everyday practices which address not only the physical needs but the emotional needs of employees. But everyone has a role to play, … Read More

New Ways of Working – a Breakfast Event Recap

New Ways of Working – a Breakfast Event Recap

By Imogen Moore

  We put the question, ‘How are leading organisations dealing with significant change?’ to three guest speakers from Westpac, Atlassian and NSW Department of Finance, Services and Innovation at the latest event in our breakfast series ‘New Ways of Working’. We heard the speakers discuss disruption, new business models, ecosystems, human centred design and digital … 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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