Most CX advice is shaped — directly or indirectly — by the people selling the solution. CXTT is not. We work for clients. No platforms to sell. No implementation revenue to protect. Just an independent read of what is actually happening and what needs to change.
Engaged when something isn't working or a transformation needs independent oversight. Current state assessment, future state design, and implementation support.
Current state assessmentFuture state designTransformation reviewImplementation support
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Advisory
One-off or ongoing. Market scans, program assurance, vendor recommendation review, and independent board briefings — when you need a second opinion you can trust.
Keynotes, executive roundtables, board sessions, and internal workshops. CX, contact centres, AI and technology through an operational lens — not a vendor one.
When outcomes stall, the problem is almost always design.
Misaligned purpose. Fragmented processes. Metrics that measure activity instead of outcomes. Technology layered over dysfunction rather than applied to solve it. These are design problems — and they don't get fixed by adding more tools.
Vendor-Agnostic
No platforms to sell, no implementation revenue at stake. The advice is independent because the business model is independent.
Operational Depth
More than two decades in CX, contact centres, and technology leadership. Five years as CIO. Senior government and Defence roles.
Executive Audience
Built for boards, executive teams, and senior leaders who need clearer line of sight before committing further capital.
When Organisations Engage CXTT
Independent advice reduces the cost of bad decisions. No vendor relationships means no conflict of interest — just a clear read of what is driving the problem and what it will take to fix it.
The common factor is doubt.
Organisations reach us at different points — before a major commitment, when something has stalled mid-delivery, or when a vendor recommendation needs an independent read. The timing varies. The trigger is the same: someone in the room is not confident the current path is the right one.
Outcomes not following investmentInvestment has been made but outcomes have not followed. Leadership needs to understand what is actually driving performance before committing further.
AI or technology riskA significant AI or technology decision carries delivery or reputational risk that has not been independently assessed before the commitment is made.
Complexity without improvementThe operation has grown more complex — more tools, more processes, more reporting — without corresponding improvement in service outcomes.
New leadershipIncoming CX or contact centre leadership needs an honest read of what they have inherited before committing to a direction or timeline.
Board wants assuranceA transformation program is underway and the board wants independent assurance that what is being reported reflects what is actually happening.
Alignment before commitmentExecutive teams need to reach alignment on direction before a significant platform, operating model, or technology decision is finalised.
Work We've Done
Engagements. Real Outcomes.
Anonymous summaries of recent engagements. The specifics vary. The approach doesn't.
Financial Services — Superannuation
Contact Centre Benchmarking Review
Benchmarking assessment for the outsourced contact centre of a superannuation master trust. Assessed documentation, interviewed key personnel, and benchmarked operational performance against industry standards. Identified gaps between current practice and sector norms across quality, efficiency, and member experience metrics.
OutcomePrioritised findings with immediate quick wins and a structured improvement roadmap delivered to senior leadership.
Federal Government — Security Services
Future Service Delivery Model
Three-phase contact centre review for a federal security and estate function spanning two distinct service lines. Phase 1 surfaced systemic fragmentation and governance gaps. Phase 2 co-designed findings with frontline staff and leaders. Phase 3 produced an endorsed future operating model, service governance architecture, and capability uplift framework.
OutcomeFuture operating model and implementation roadmap briefed to Deputy Secretary level and endorsed for delivery.
Enterprise — Global Technology
Global Telephony Review & ROI Model
Global telephony and communications review for a multinational enterprise software support company. Structured discovery with senior stakeholders across multiple regions identified friction across client, sales, and engineering touchpoints. Designed a unified, AI-enabled omnichannel approach across a three-phase optimise, prove, and unify roadmap.
OutcomeFinancial model demonstrated a three-year ROI of 90.73%, accounting for productivity gains, re-contact reduction, and customer lifetime value improvement.
Member Services — Not-For-Profit
Member Engagement & Retention Program
Review of a member-facing team for a not-for-profit organisation facing engagement and retention risk. Delivered a coaching and consulting program over 12 months, including a strategic shift from a purely direct-to-member model to a dual B2B and B2C growth approach to expand reach and reduce churn.
Outcome25% increase in member growth and 5% improvement in member retention over 12 months.
Federal Government — Service Operations
Large-Scale Contact Centre Review
Current-state assessment and improvement roadmap for a federal department's largest branch — approximately 390 staff across multiple states. 30 structured interviews and workshops with over 110 people examined people, process, technology, and governance against an operating model framework, identifying critical gaps in demand deflection and workforce planning.
OutcomePrioritised improvement roadmap delivered. A second engagement phase subsequently scoped.
Federal Government — Regulatory
AI Voice Capabilities Assessment
Five-day AI voice assessment for a federal tribunal receiving approximately 5,000 calls per month. Applied CXTT's AI Adoption Framework to assess vendor compliance with government requirements — including IRAP certification and onshore data hosting — and map use cases against the existing technology environment. Five vendors assessed in depth.
OutcomeThree vendors shortlisted for Proof of Concept. Adoption roadmap delivered to replace legacy IVR with 24/7 conversational AI.
Sectors
GovernmentDefenceFinancial ServicesUtilitiesRetailBPOTechnologyMid to Large EnterpriseAPAC
Industry Recognition
2026
CXM Stars Top 150
Customer Experience Magazine — Global
2024
Top 100 APAC Contact Centre Influencers
APAC Contact Centre Industry
2023
Top 100 APAC Contact Centre Influencers
APAC Contact Centre Industry
CXTT Consulting
Better decisions start with a clearer picture. That's what we deliver.
Engaged when a contact centre, CX function, or service operation isn't delivering. We assess what's actually happening, design what needs to change, and support the work of getting there.
The Work
CXTT consulting engagements focus on contact centres, CX operations, and service operations — the environments where customer interactions happen, where technology decisions carry real operational risk, and where the gap between what is reported and what is actually happening tends to be widest.
Engagements typically begin with a trigger — underperformance that hasn't responded to the usual interventions, new leadership inheriting a contact centre or CX function they need to understand quickly, or a CX transformation that needs an independent read before it goes further.
The work spans current state assessment through to future state design and implementation support. That means reading the contact centre or service operation as it actually functions, identifying where intent breaks down in execution, and giving leaders a clear picture of what is driving the outcomes they are seeing.
CXTT works independently and vendor-agnostic. The diagnostic is not a pathway to a product recommendation. The findings are the findings.
SSHI — Service System Health Index
CXTT's primary diagnostic instrument. The Tier 01 Snapshot is a five-day, fixed-fee engagement that produces a structured assessment of where the service system is breaking down — across design, technology, governance, and workforce. Delivers a prioritised findings report and decision brief. Suitable for leaders who need line of sight before committing to a larger program.
GovernmentDefenceFinancial ServicesUtilitiesRetailBPOTechnologyMid to Large Enterprise
Typical Engagements
01
Fixed Fee Diagnostic
Five-day fixed-fee diagnostic. Structured assessment of service system health across design, technology, governance, and workforce. Delivers findings report and executive decision brief.
02
Current State Assessment
Independent diagnostic of contact centre or service operation performance. Typically two to six weeks. Identifies where design, process, or technology is driving the outcomes being reported.
03
Future State Design
Operating model design based on diagnostic findings. Service design, channel strategy, workforce structure, and technology architecture. Output is a decision-ready design with implementation roadmap.
04
Transformation Review
Assessment of an in-flight transformation program. Identifies risk, gaps between intent and execution, and what needs to change to improve delivery confidence. Typically structured as a two-week rapid review.
05
New Leadership Briefing
Fast-track assessment for incoming CX or contact centre leaders. Honest read of what they've inherited, what the critical risks are, and what decisions need to be made in the first 90 days.
Consulting
Ready to get a clear picture of what's actually happening?
One-off or ongoing. Market scans, program assurance, and independent review for leaders who need a second opinion they can trust.
The Work
Advisory engagements are faster and more targeted than consulting projects. Suited to leaders who have a specific question, a decision in front of them, or a program underway that needs periodic independent oversight rather than embedded support.
Because CXTT has no vendor relationships and no implementation practice, the advice is genuinely independent. A market scan assesses what the market actually offers for the client's specific context — not what a preferred vendor wants to sell. A program assurance engagement tells the board what is actually happening, not what the delivery team is reporting.
Independent advice reduces the cost of bad decisions. It surfaces risk before commitment, not after. And it gives leaders something to take to their board that wasn't written by the team asking for the budget.
Advisory retainers provide senior leaders with ongoing access to independent expertise across CX, contact centre, and technology decisions without the overhead of a full consulting engagement.
Typical Engagements
01
Technology Market Scan
Independent assessment of the vendor market for a specific technology need — Voice AI, CCaaS, CRM, or workforce management. Vendor-neutral shortlisting and evaluation support. Typically one to two weeks.
02
Program Assurance
Periodic independent review of a technology or transformation program. Board-ready reporting on delivery confidence, risk, and what leadership needs to act on. Structured as monthly or quarterly review cycles.
03
Vendor Recommendation Review
Independent assessment of a vendor recommendation before a commitment is made. Stress-tests the business case, the fit, and the risks that may not have been surfaced. Delivered within five days.
04
Executive Retainer
Ongoing access to independent CX and technology advisory. For organisations that need senior expertise across decisions without retaining a full-time resource. Structured as a fixed monthly commitment.
05
Board Briefing
Structured briefing for boards or audit and risk committees on CX technology risk, AI investment, or contact centre transformation. Independent, plain-language, executive-ready. Half-day format.
06
CX Tech Purchasing Advisory
Independent guidance through a CX technology procurement decision. Covers requirements definition, vendor evaluation, commercial negotiation support, and contract risk — before you sign.
Keynotes, executive roundtables, board sessions, and internal workshops. CX, contact centres, AI, and technology through an operational lens — not a vendor one.
The Work
Speaking and facilitation engagements are built for organisations that need to shift how a room thinks before they can shift direction. A board that needs a credible, independent read on AI investment risk. An executive team that needs alignment before committing to a platform decision. A conference audience that needs someone who will say what the vendors in the room won't.
Michael Clark brings more than two decades of operational experience in CX, contact centres, and technology leadership including senior government and Defence roles and five years as CIO. The point of view is grounded, vendor-agnostic, and direct.
Engagements range from 45-minute keynotes to multi-session workshop series. All are built for senior audiences around the specific context, not repurposed slide decks.
Conference and industry event keynotes on CX, contact centres, AI, and technology transformation. Direct, opinionated, operationally grounded.
02
Executive Roundtable
Facilitated peer discussion for senior CX and technology leaders. Designed to surface shared challenges, stress-test assumptions, and reach practical conclusions.
03
Board Session
Structured briefing or facilitated discussion for boards on CX technology risk, AI investment, and contact centre performance. Plain language. Independent perspective.
04
Internal Workshop
Working sessions for leadership teams. Diagnostic framing, future state thinking, or alignment on a specific decision. Built around the organisation's actual context.
05
Panel Contribution
Available for conference panels, industry forums, and media commentary on CX, contact centres, AI strategy, and technology procurement.
Topics
What Gets Covered
AI in Contact Centres — What's Real
Separating vendor claims from operational reality. What AI can actually do, what it amplifies, and what it can't fix.
Human + Machine by Design
Why the human-AI balance in service operations is a design decision, not a deployment one — and what good design actually looks like.
Contact Centres as Human Systems
Why treating contact centres as cost centres produces cost centre outcomes — and what the alternative operating model looks like.
Technology Decisions That Don't Age Well
The patterns behind CX and contact centre technology investments that underdeliver — and how to make decisions that hold up under scrutiny.
When Transformation Stalls
The structural reasons CX transformation programs lose momentum — and what leaders need to do differently to restore delivery confidence.
The Gap Between Reported and Real
Why contact centre metrics often obscure more than they reveal — and how to build reporting that gives leadership genuine line of sight.
CXTT Consulting is a vendor-agnostic, independent CX and contact centre advisory firm based in Sydney, operating across APAC.
Michael Clark — Principal
Two Decades. No Agenda.
Michael Clark is a CX, contact centre, and technology adviser with more than 25 years of operational leadership experience. That background spans senior government CX roles, five years as a CIO accountable for complex technology portfolios, and an extensive advisory track record across government, Defence, financial services, utilities, retail, BPO, and large enterprise.
He works independently and vendor-agnostic. No platforms to sell. No implementation revenue to protect. The role is to help senior leaders and boards regain line of sight, make confident decisions, and build operating models that hold up under scrutiny.
Michael is also a Rugby Board Member, and has been named in the CXM Stars Top 150 (2026) and Top 100 APAC Contact Centre Influencers (2023 and 2024).
25+
Years in CX, contact centres and technology leadership
5
Years as CIO, complex technology portfolios
APAC
Government, Tech, BPO, Utilities and Mid to Large Enterprise
3x
Consecutive years of industry recognition 2023–2026
Indigenous-Owned & Supply Nation Registered
CXTT Consulting is proudly 50% Aboriginal-owned and registered with Supply Nation. We are a verified Indigenous business available under government and enterprise Indigenous procurement programs.
CXTT works with a select group of specialist firms whose capabilities directly extend the depth and reach of our engagements. Each partnership is operational — not referral-based — and chosen for what it adds to client outcomes, not commercial convenience.
No platforms to sell. No implementation revenue to protect. No referral arrangements. The same standard applies to the firms we work with.
CX-EX
What they do
Design and improve employee and customer experience through evidence-led, co-designed approaches that align culture, leadership behaviours and ways of working to the outcomes organisations are trying to achieve. CX-EX focuses on how experience design, leadership behaviours and operating context translate into performance, productivity and sustainability — not just sentiment or engagement scores.
Connects employee experience directly to service outcomes, productivity and retention
Uses co-design and experience methods to embed operating model and system changes into day-to-day work
Identifies where culture, incentives and leadership behaviours are undermining performance
Reduces hidden costs associated with disengagement, attrition and workarounds
Strengthens change outcomes through improved adoption, trust and behavioural alignment
CX-EX ensures that system and operating model changes deliver measurable, lasting performance benefits — rather than short-lived improvements or change fatigue.
WiserOwl
What they do
Provide outcome and financial visibility across customer and service operations by connecting interaction data, operational activity and performance measures to cost, value and benefits realisation. WiserOwl helps organisations understand not just what is happening in customer interactions, but what it means in financial, risk and outcome terms.
Connects customer and agent interactions to cost, effort and value drivers
Surfaces where failure demand, rework and complexity are creating hidden cost
Provides evidence to support CX, workforce and AI investment decisions
Strengthens benefits realisation and post-implementation assurance
Enables boards and executives to track outcomes, not just activity
Forms a critical input into AI training, governance and assurance programs
WiserOwl allows us to translate system insight into financially grounded decisions — particularly in environments where accountability, value for money and benefits realisation matter.
CrayonIQ
What they do
Provide decision-grade insight by helping leaders make sense of complex operational, workforce and CX data — translating it into clear, actionable narratives that support executive, board and investment decisions. CrayonIQ focuses on helping organisations understand not just what the data shows, but what it means for performance, risk, cost and strategic priorities.
Translates fragmented CX, workforce and operational data into clear decision signals
Supports early-stage diagnostics by identifying root causes rather than symptoms
Strengthens executive and board reporting through insight that clarifies trade-offs
Improves confidence in CX, service and AI investment decisions
Reduces the risk of decisions being driven by incomplete, noisy or misleading metrics
CrayonIQ enables us to replace data overload with clarity, alignment and better-informed operational and strategic judgement.
CXSnapshotz
What they do
Provide independent, market-relevant benchmarking across contact centres and service operations — helping organisations understand how their performance compares and where improvement effort will deliver the greatest return. Snapshotz focuses on contextual benchmarking, not league tables.
Establishes external context for cost, productivity and service performance
Helps leaders understand whether performance gaps are material or perceived
Supports business cases by grounding recommendations in market evidence
Reduces risk in CX and service investment decisions
Prevents over-investment in areas that will not materially improve outcomes
Snapshotz allows us to anchor system design and improvement recommendations in credible external benchmarks — strengthening confidence with executives, boards and regulators.
