We’ve led and delivered transformations inside government agencies, private businesses, and fast-growth brands. We know what works — and what gets in the way.
What makes us different:
We help you identify friction points and design practical, customer-led improvements that align with your business goals - turning service challenges into growth opportunities.
From strategy to value realisation, we help you boost agent performance, modernise operations, and drive measurable cost optimisation - delivering better experiences for customers and stronger results for your business.
We help you identify friction points and design practical, customer-led improvements that align with your business goals - turning service challenges into growth opportunities.
Michael brings real-world insights, sharp humour, and decades of experience to every stage and session. Whether you’re looking to energise a room, guide strategic conversations, or facilitate leadership alignment, he delivers sessions that are engaging, thought-provoking, and grounded in outcomes. From keynotes to boardroom workshops, Michael helps people see differently - and act with purpose.
🎯 Assisted NFP to reduce costs by 15% whilst improving member retention.
🎯 $2m in operational savings whilst improving service.
🎯 Strategy to implementation with IT reform reducing costs by 20%, modernised infrastructure.
🎯 Identified $500K in tech savings for a Government client whilst improving service outcomes.
🎯 Supported a BPO to design a scalable offer using modern CX and AI tools
We begin with a comprehensive evaluation of your current state.
Next, we create a customised strategy to address your needs.
We provide ongoing support to ensure successful execution.
Director, Victorian Government
✅ 25+ Years Leading Transformations — from customer service turnarounds to CIO and tech modernisation
✅ Vendor-Neutral Advice — no hidden partnerships, just what’s best for your business
✅ Indigenous-Owned, Supply Nation Registered — with a commitment to inclusion
✅ Speaking, Coaching, Consulting — whatever you need to move forward confidently
🧠 APAC Top 100 Contact Centre Influencer 2024
🎤 International Speaker on Customer Experience and Technology Transformation
With 20+ years leading award-winning Contact Centres, CX programs, and tech transformations.
A former CIO and government exec, he brings sharp insight and real-world know-how to complex challenges.
Today, he helps organisations turn customer experience ambition into measurable business outcomes.
Sharon Melamed, Matchboard
CX and Contact Centre consulting helps organisations improve how they engage with customers across every touchpoint. It involves analysing current operations, customer interactions, and service performance to uncover pain points and opportunities. The goal? To design and implement strategies that boost satisfaction, retention, and loyalty - creating consistent, memorable experiences that drive real business value.
Starting is simple! Just book a free discovery call. We'll discuss your specific needs and how we can assist you.
We specialise in customer experience, Contact Centre transformation, and technology advisory - tailored to the unique needs of government, SMEs, and enterprise. Whether you need strategic guidance or hands-on support, we help you enhance service delivery, streamline operations, and improve customer outcomes.
Our pricing varies based on the services you choose. We offer flexible engagement to accommodate different budgets. Let's discuss what works best for you during our call.
Absolutely! We have received positive feedback from previous clients who have benefited from our consulting services. You can find testimonials on our website that highlight their experiences and successes.
Book a 30-minute insight call