CUSTOMER EXPERIENCE TRANSFORMATION
THAT DRIVES MEASURABLE COMMERCIAL RESULTS
What We Do
CX Catalyst is a specialist customer experience consultancy that helps mid-to-large organisations turn customer insight into measurable commercial performance.We design and implement CX strategies, operating models, Voice of Customer programs, metrics frameworks, and board-ready reporting that actually move the needle on retention, revenue, and customer outcomes.Blake James, Founder & Principal Consultant brings 20+ years of hands-on experience leading large-scale CX transformations. He has repeatedly delivered significant lifts in NPS, CSAT, retention, and commercial outcomes that scale and stick.
CX at Apple, Samsung, Telstra, London Banking, nbn co Wholesale B2BC
Case Study
CHALLENGE
Board wanted NPS implemented with a clear plan to dramatically improve proportion of Brand Promoters
DELIVERY
Board Paper, Board CX Dashboard, 5 year targets (scientific models)
Operating Model, Governance, Council, Analysis, Reporting
Technology & self service model design and implementation
End to end communication plan
Closed the loop to solve an actual business challenge, lasting rhythm and culture shift
RESULTS
Strategic National Brand NPS: +6 in <12 months
Customer Retention: +1.8%
$57m revenue in year 1 alone
Episode NPS: +35 points in 6 months
Silo’d insights & CX > integrated Enterprise Wide Actions
CX at Apple, Samsung, Telstra, London Banking, nbn co Wholesale B2BC
LET'S DISCUSS YOUR CX TRANSFORMATION
Blake James | Founder & Principal Consultant
CX at Apple, Samsung, Telstra, London Banking, nbn co Wholesale B2BC