Trusted Advisers & Transformation Specialists for Customer Experience, Contact Centres & Technology

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:

• Deep expertise across customer service, technology and leadership
• Former CX leader and ex-Government CIO
• Practical experience across industry verticals
• Clear advice with no jargon and no vendor bias
• A reputation for getting results, not just writing reports
• Trusted by senior leaders to drive real change

Fix clunky journeys and improve satisfaction across every channel.

→ Customer insights | Journey mapping | Voice of Customer | Friction audits

Strategy to value creation, improve agent and team performance, modernise operations, tangible cost optimisation, improved customer outcomes.

→ Workforce planning & design | Quality Assurance | AI readiness | Outsourcing support | Current State & Future State 

Make smarter technology decisions and de-risk your investment.

→ CCaaS sourcing | AI pilot programs | Tech audits | Change and communications.

Give your people the clarity, skills and confidence to lead change.

→ Coaching for team leaders and execs | Strategic workshops | Leadership programs

Bring energy, clarity and outcomes to your events, workshops and strategy sessions.

→ Keynotes | Event hosting | Strategy workshops | Change & leadership facilitation

🎯 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

“Michael brings deep expertise with a practical, no-nonsense approach. He made complex change feel manageable.”

— General Manager, Corporate Services - Victorian Government Agency