(function () { function attachFloatingNav() { var nav = document.getElementById('cx-floating-nav'); if (!nav) return; if (nav.parentNode !== document.body) { document.body.appendChild(nav); } nav.style.position = 'fixed'; nav.style.left = '50%'; nav.style.zIndex = '2147483647'; if (window.innerWidth <= 480) { nav.style.top = '8px'; } else if (window.innerWidth <= 900) { nav.style.top = '10px'; } else { nav.style.top = '14px'; } } function setupScrollState() { var nav = document.getElementById('cx-floating-nav'); if (!nav) return; var lastY = window.scrollY; var ticking = false; function update() { var y = window.scrollY; if (y > 40) { nav.classList.add('is-scrolled'); } else { nav.classList.remove('is-scrolled'); } var isMobile = window.innerWidth <= 900; var menuOpen = nav.classList.contains('is-open'); if (isMobile && !menuOpen) { if (y > lastY && y > 120) { nav.classList.add('is-hidden'); } else if (y < lastY) { nav.classList.remove('is-hidden'); } } else { nav.classList.remove('is-hidden'); } lastY = y; ticking = false; } window.addEventListener('scroll', function () { if (!ticking) { window.requestAnimationFrame(update); ticking = true; } }, { passive: true }); update(); } function setupMobileMenu() { var nav = document.getElementById('cx-floating-nav'); var button = document.getElementById('cx-nav-menu-button'); var links = document.querySelectorAll('#cx-nav-links a'); if (!nav || !button) return; function closeMenu() { nav.classList.remove('is-open'); button.setAttribute('aria-expanded', 'false'); button.setAttribute('aria-label', 'Open menu'); } function openMenu() { nav.classList.remove('is-hidden'); nav.classList.add('is-open'); button.setAttribute('aria-expanded', 'true'); button.setAttribute('aria-label', 'Close menu'); } function toggleMenu(event) { event.preventDefault(); event.stopPropagation(); if (nav.classList.contains('is-open')) { closeMenu(); } else { openMenu(); } } button.addEventListener('click', toggleMenu); links.forEach(function (link) { link.addEventListener('click', function () { closeMenu(); }); }); document.addEventListener('click', function (event) { if (!nav.contains(event.target)) { closeMenu(); } }); document.addEventListener('keydown', function (event) { if (event.key === 'Escape') { closeMenu(); } }); window.addEventListener('resize', function () { if (window.innerWidth > 900) { closeMenu(); } }); } function init() { attachFloatingNav(); setupScrollState(); setupMobileMenu(); } if (document.readyState === 'loading') { document.addEventListener('DOMContentLoaded', init); } else { init(); } window.addEventListener('load', attachFloatingNav); window.addEventListener('resize', attachFloatingNav); })();
CX Catalyst Hero
Customer Experience Transformation

Turning complex CX problems into clear commercial opportunities.

I'm Blake James. For 20+ years I've helped mid-to-large organisations turn customer evidence into decisions that move revenue, NPS and accountability.

Start a ConversationOr see the proof points below ↓
Blake, Founder of CX Catalyst
Blake
Founder & Principal, CX Catalyst
Experience insideWorld-Class Brands

I've worked directly with Blake on the design and implementation of a holistic NPS and customer experience program. I've seen the real impact he's had across the business.

Head of RetailGlobal Technology Brand
(function () { var el = document.querySelector('.cxhq'); if (!el) return; var reduce = window.matchMedia && window.matchMedia('(prefers-reduced-motion: reduce)').matches; if (reduce) { el.classList.add('is-in'); return; } if ('IntersectionObserver' in window) { var io = new IntersectionObserver(function (entries) { entries.forEach(function (e) { if (e.isIntersecting) { el.classList.add('is-in'); io.disconnect(); } }); }, { threshold: 0.25 }); io.observe(el); } else { el.classList.add('is-in'); } })();
What we do

Research, insight and CX systems designed to drive action.

See how we work →
How we engageTwo engagement paths.
Path 01FoundationsRe-ignite or establish your CX and Research programs.The right methods and listening posts, accurate impact sizing, intelligence beyond surveys — and teams freed to focus on what moves the needle.Path 02TransformationRe-design the operating system, enterprise-wide.Clear goals and ROI, enterprise-wide ownership, aligned metrics, governance and rhythm — with AI to unlock scale and speed.
Key capabilities
Research & VoCOmni-Channel SignalsOperating RhythmExecutive ActionCommercial OutcomesCX Financial LinkAI AnalyticsCX StrategyImpact ModellingMetric Selection
(function () { var panel = document.getElementById('cxwwh-paths'); if (!panel) return; var cards = panel.querySelectorAll('.cxwwh__path'); if (!cards.length) return; var i = 0; var timer = null; function highlight(n) { cards.forEach(function (c, idx) { if (idx === n) { c.classList.add('is-active'); } else { c.classList.remove('is-active'); } }); } function advance() { highlight(i); i = (i + 1) % cards.length; } function start() { if (timer) return; advance(); timer = setInterval(advance, 2800); } function stop() { if (timer) { clearInterval(timer); timer = null; } } var reduce = window.matchMedia && window.matchMedia('(prefers-reduced-motion: reduce)').matches; if (reduce) { cards.forEach(function (c) { c.classList.add('is-active'); }); return; } if ('IntersectionObserver' in window) { var io = new IntersectionObserver(function (entries) { entries.forEach(function (e) { if (e.isIntersecting) { start(); } else { stop(); } }); }, { threshold: 0.3 }); io.observe(panel); } else { start(); } cards.forEach(function (c, idx) { c.addEventListener('mouseenter', function () { stop(); highlight(idx); }); c.addEventListener('mouseleave', function () { i = idx; start(); }); }); })();
Case studies

Repeated results, inside highly complex organisations.

Commercial CX transformationMoving brand NPS ahead of forecast.See the proof →NPS & episode improvementWhen one episode fix spread company-wide.See the proof →Insight scale & operating modelEnding analysis paralysis with AI.See the proof →
View all case studies →
Leadership
Blake James, Founder and Principal Consultant of CX Catalyst
Blake JamesFounder & Principal Consultant
Leadership

Founder-led expertise across research, insight and CX transformation.

Experience shaped inside
nbn·Apple·Samsung·Telstra·TSB Bank
Meet the founder →

"Most organisations have plenty of data. Very few have clarity on what to do next. That's the gap I close."

— Blake James
Book a call

Leverage learnings from inside some of the world's most demanding brands.

Book a discovery call to discuss where customer evidence, research, executive reporting or operating rhythm could be working harder for your organisation.

Book a Discovery Call
CX Catalyst

Customer insight. Commercial action.

in Connect with Blake on LinkedIn
© CX Catalyst · Australia · Privacy Policy
ABN 86 520 521 989
What we do

The paramount problem is rarely the data. It's what happens next.

CX Catalyst is a full service CX & Research consultancy, leveraging 20+ years of success inside some of the world's most respected Brands.

Where it breaks down
Insight lands, but nothing moves.The research is good. The readout happens. Then the next quarter looks exactly like the last one.
Everyone has the data. No one owns the response.VoC and NPS exist, but accountability for acting on them sits nowhere in particular.
Analysis paralysis flywheel.Dashboards multiply, decks get presented, and research gets mistaken for movement.

The work is closing that gap — connecting customer evidence to the governance, rhythm and decisions that actually change what the business does, supported by high quality research.

How we engage

Two engagement paths

Path 01FoundationsRe-ignite or establish your CX and Research programs.
  1. Establish the correct research methods and listening posts.
  2. Set up your research framework and analysis to enable impact sizing of customer feedback.
  3. Intelligence beyond surveys — establish omni-channel listening posts to capture the complete picture.
  4. Democratise core insight: enable research and CX teams to focus on strategic levers that move the needle while removing analysis fatigue.
Path 02TransformationRe-design the operating system, enterprise-wide.
  1. Clear articulation of goals and expected return on investment.
  2. Buy-in and ownership — top-down and enterprise-wide.
  3. Listening posts, research and metrics aligned to the customer base and company strategy.
  4. Targets, deliberate scope of initiatives and Board ready glide-path.
  5. An operating model with specific governance, rhythm and accountability.
  6. AI democratisation — acceleration to unlock scale and speed.

Most engagements start with the system. But the foundations have to be sound — and I've spent 20 years building them from the ground up to influence change. Whether you need your Research or CX system designed for maximum impact, or a single layer rebuilt, I have battle-tested results inside some of Australia's most complex organisations.

Capability

Full-spectrum capability across the research and CX system

Research & Insight
  • Qualitative research
  • Quantitative research
  • Survey & questionnaire design
  • Research strategy
  • Statistical modelling
  • AI analytics
  • Metrics review
Voice of Customer & Measurement
  • VoC program design
  • NPS systems
  • NPS / CSAT rollout
  • Omni-channel signals
  • Close-loop systems
  • Metric selection
CX Strategy & Design
  • CX strategy
  • CX design
  • CX operating models
  • Operational & customer integration
  • Value of CX modelling
Transformation & Enablement
  • CX transformation
  • Research transformation
  • Insights-to-action strategy
  • Democratising research

The goal is an operating system, with crafted research component parts that all work together — making the "now what" impossible to ignore.

Book a Call
CX Catalyst

Customer insight. Commercial action.

in Connect with Blake on LinkedIn
© CX Catalyst · Australia · Privacy Policy
ABN 86 520 521 989
Case studies
“

Depth in customer research and the ability to translate complex performance insights into clear strategic direction is unmatched.

Product & Pricing LeadLarge Telecommunications Company
Commercial CX transformation+$50.48mModelled Year 1 revenue potential, Brand NPS moved at 2.2x the forecast rate.Read case study →NPS & episode improvement+35Episode NPS lifted by connecting root cause to action.Read case study →Insight scale & operating model90%Insight scaled with AI, ending the analysis paralysis.Read case study →
Commercial CX transformation Case Study 01

Designing the system that moved Brand NPS at 2.2x the forecast rate.

The Board wanted to implement NPS and lift Brand NPS 18 points — from −7 to +11 — over five years. CX Catalyst designed the system that delivered 8 of those points in just the first 12 months: 2.2x the rate of increase in the original forecast curve.

Commercial outcome+$50.48mModelled Year 1 revenue potential, Brand NPS moved at 2.2x the forecast rate.
How the transformation worked
DesignGarnered Board consensus and designed an operating model that tied the organisation's divisions together at the highest level.
OperationaliseBuilt the systems, tools and human capital to co-ordinate the insights-to-action process at the operating level.
Embed & ReinforceHaving developed the mental model that converted complex NPS drivers into a framework everyone could understand, formal training and self-serve tools embedded customer centricity. Parallel research uncovered accelerator opportunities.

The dramatic result wasn't one single factor (although each factor can be quantified) — it was a co-ordinated, formally managed project that systematically revamped the organisation's insights, systems, cadence, accountability and awareness over an eight-month period. It laid the foundation and the evidence for future success: everyone could see the system work and wanted to play their part.

NPS & episode improvement Case Study 02

Lifting episode NPS by connecting root cause to action.

In a complex organisation, CX was seen to be delivered through reporting and steering committees. By linking operational data to prove root cause, and demonstrating this Episode failure was not only impacting the Episode, but the company's entire customer base — executives paid attention.

Experience outcome+35Episode NPS point improvement in six months, after the organisations Wi-Fi modem approach was completely overhauled, driven by compelling insight.
How the shift happened
DiagnoseSeparated the real root cause from the noise.
FrameLinked customer pain points directly to an upstream supplier, and then demonstrated the far reaching impacts, removing friction from the decision to act.
New GameThe teams running the steering committees used the success to reframe what to focus on next, repeating the winning methodology for other addressable issues.

The result came from connecting customer root cause, commercial opportunity and executive action — a co-ordinated response driven by detailed analysis and compelling, clear insight.

Insight scale & operating model Case Study 03

Scaling insight with AI and ending the analysis paralysis.

Insight demand had outgrown the research team. Positioned as the organisation's data service desk, they were flooded with analysis requests — and meetings became a queue of "give me this cut, this segment, this hypothesis" that rarely reached action. The opportunity was to put insight in the hands of the business, without losing rigour.

Operating model outcome90%Reduction in high-volume operational insight bottlenecks, by pairing AI-enabled analysis with a trained enterprise expert network.
How the model worked
Make AI legibleTurned AI-analysed customer verbatim into themes that were believable, linked to real proof, and specific enough to act on — far more complex than a typical dashboard.
Democratise with controlGave a specially designed NPS Expert network deeper self-serve access, with guardrails so non-experts interpreted the data correctly.
Free the expertsThe NPS Experts, representing Enterprise divisions, handled day-to-day questions, freeing the research team for complex strategic insight.

The analysis paralysis disappeared. The people making the most noise suddenly had the control they wanted, the business answered around 90% of its own operational questions, and the research team — previously flooded and drowning in requests — was finally freed to focus on the complex strategic insight that drives real decisions and change.

CX Catalyst

Customer insight. Commercial action.

in Connect with Blake on LinkedIn
© CX Catalyst · Australia · Privacy Policy
ABN 86 520 521 989
Blake James, Founder and Principal Consultant of CX Catalyst
Blake JamesFounder & Principal Consultant
Leadership

Founder-led expertise across research, insight and CX transformation.

CX Catalyst is led by Blake James. For 20+ years, across five of the most demanding brands in their categories, Blake has been the person who builds the Voice of Customer, NPS and CX systems — and makes them move commercial metrics. Not a theorist; the operator who has done it, repeatedly, inside complex organisations.

20+ yearsHands-on experience across customer experience, research and enterprise insight.
  • Led CX transformation programs at enterprise scale — Samsung and nbn among them.
  • Builds research programs, CX operating models, inescapable metrics and insights, and board-ready narratives that drive decisions.
  • A repeated, measurable track record of moving both customer and commercial metrics across different industries.
Two decades inside
nbn·Samsung·Telstra·TSB Bank·Apple

Blake's proprietary methods and experience scale across industries.

CX Catalyst exists for one reason: to be the catalyst between evidence and action — helping organisations turn customer insight into decisions they can confidently act on.

Book a Call
CX Catalyst

Customer insight. Commercial action.

in Connect with Blake on LinkedIn
© CX Catalyst · Australia · Privacy Policy
ABN 86 520 521 989
Blake James, Founder and Principal Consultant of CX Catalyst
Blake JamesFounder & Principal Consultant
Proven impact
+$50.48mModelled Year 1 revenue potential following CX Transformation.
+35Episode NPS points in six months.
90%Fewer insight bottlenecks at scale.

20+ years building Voice of Customer, NPS and CX transformation programs across nbn, Samsung, Telstra and Apple.

Blake has changed the way our organisation operates through his deep understanding of people, process and systems.

Product LeadGlobal technology company

Book a discovery call to discuss where customer evidence, research, executive reporting or operating rhythm could be working harder for your organisation.

Book a Discovery Call
Connect on LinkedIn
CX Catalyst

Customer insight. Commercial action.

in Connect with Blake on LinkedIn
© CX Catalyst · Australia · Privacy Policy
ABN 86 520 521 989

Privacy Policy for CX Catalyst

Last Updated: June 25, 2026

1. Introduction

CX Catalyst ("we," "us," or "our") is committed to protecting the privacy and security of the personal information we collect. This policy outlines how we handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. Information We Collect

We may collect personal information that is reasonably necessary for our consultancy services, including:

  • Contact Information: Names, email addresses, phone numbers, and job titles.
  • Business Information: Company names, operational details, and business contact information.
  • Professional Records: Information provided to us during the course of our consulting engagements, including feedback, performance data, or industry research insights.

3. How We Use Your Information

We use the collected information to provide and manage our consultancy services, communicate regarding engagements, maintain professional records, and improve our website experience.

4. Data Security and Confidentiality

We prioritize the security of your data using reasonable technical and organizational measures to protect information against unauthorized access, disclosure, or misuse. We treat all client information as strictly confidential.

5. Disclosure of Information

We do not sell, rent, or trade your personal information. We may disclose information only where necessary to perform our services, where required by law, or with your explicit consent.

6. Access and Correction

You have the right to request access to the personal information we hold about you and to request corrections if the information is inaccurate, out of date, or incomplete.

7. Changes to This Policy

We may update this policy periodically. Any changes will be posted on this page with an updated "Last Updated" date.

8. Contact Us

For any questions regarding this Privacy Policy or our data practices, please contact a CX Catalyst representative via this website or existing contact information you hold.

CX Catalyst

Customer insight. Commercial action.

in Connect with Blake on LinkedIn
© CX Catalyst · Australia · Privacy Policy
ABN 86 520 521 989