The Future of CX and Contact Centres Is Intentional

AI doesn’t fix broken Contact Centre systems.

More platforms don’t fix unclear operating models.

Yet most CX transformations double down on both.

We help Government and Enterprise organisations design high-performing Contact Centre and CX environments where technology, governance and workforce align to deliver measurable commercial performance — not more operational noise.

Challenge Your CX Strategy

Book a Strategic Contact Centre & AI Planning Session

Core Philosophy

Service performance is a system problem, not a people problem.

— Michael Clark

After more than 20 years leading Contact Centres and five years as a CIO, one pattern is consistent:

When service performance declines, organisations focus on effort.

They increase targets.

They introduce automation.

They change metrics.

But performance outcomes are produced by the interaction of:

Demand
Process
Technology
Workforce design
Governance
Commercial accountability

When those elements fall out of alignment, no amount of frontline effort compensates.

Intentional CX corrects the system before it compounds cost and risk.

Check out our services

The Industry Reality

Most Contact Centre Transformation Fixes Symptoms, Not Structure.

Escalating contact volumes.

Rising cost-to-serve.

Workforce fatigue.

Inconsistent experience.

The instinct is predictable:

Add AI
Replace the platform
Layer new tools onto old process

But activity is not alignment.

AI can accelerate performance.

It can also accelerate dysfunction.

Most Contact Centres cannot tell the difference.

Book a Strategic Contact Centre & AI Planning Session

What We Do

Designing Contact Centre Systems That Perform.

CXTT Consulting is a specialist Contact Centre and CX advisory firm focused on operating model design, AI strategy and technology alignment.

1. Contact Centre Operating Model Design

Demand analysis, process architecture, governance alignment and structural redesign.

2. AI in Contact Centres – Strategy Before Automation

AI adoption frameworks that protect governance and improve structural performance.

3. Technology & Platform Strategy

Vendor-neutral evaluation, TCO modelling and board-ready decision frameworks.

Check out our services

Executive Alignment & Facilitation

Alignment Before Investment.

Most organisations invest in technology before aligning leadership.That is where risk begins.Michael facilitates executive and board-level sessions that:.

Challenge inherited assumptions about CX and AI
Surface structural risk
Clarify decision frameworks
Align stakeholders before capital is committed

These are disciplined working sessions — not motivational keynotes.

Enquire about Executive Facilitation

Outcomes

Measured in Structural Performance, Not Activity.

Recent outcomes include:

Contact Centre Strategy implemented to meet surge demand
Reduced avoidable demand without platform replacement
AI roadmaps adopted at executive level in regulated environments
Vendor-neutral platform decisions aligned to operating reality
Governance frameworks that withstand audit scrutiny

Intentional design produces predictable results.

Why CXTT

CXTT Consulting is 50% Aboriginal owned and brings a rare combination of experience and perspective. With over 20 years leading and advising Contact Centres and CX functions, including five years as a CIO, we understand how service, technology and leadership decisions play out in practice, not just on paper.

Our work consistently helps leaders and organisations to:

Regain line of sight into complex service environments
Reduce operational noise and unnecessary complexity
Make confident decisions about CX, AI and automation
Restore workforce trust by aligning metrics with judgement
Deliver measurable improvements in service performance without adding cost or tools