Customer and employee experience consulting
Actionable, evidence-based strategies that increase profits and reduce costs.
CXpert helps service organisations grow by improving the experience of their customers, and of the employees who deliver it.
Adelaide-based, working nationally since 2014.
Ben Motteram
Founder, CXpert.
Organisations I’ve worked with
City of Melbourne
Healthscope
CitiPower & Powercor
ReturnToWorkSA
RedZed
Titanium Ventures
Services
How I help
Start here
CX management maturity assessment
Many organisations don’t know where to start when it comes to improving their customer experience, or where to invest to get the best return. The CXM Maturity Assessment is a thorough review of the current state of play in your business: a maturity assessment, customer analysis and detailed internal review.
Executive leaders use it to gauge their organisation’s CXM maturity and identify practical, effective areas to improve.
Customer insights
Knowing customer expectations is the critical first step towards consistently meeting and exceeding them. I conduct qualitative and quantitative research with customers to produce an insights and recommendations report that will tell you what makes your customers tick and what you can do to keep them coming back.
Experience measurement
If you’re trying to understand how you’re performing relative to others in your industry, or even across industries, this is the service for you. Using metrics for willingness to recommend, effort and satisfaction, I’ll provide a score you can use to benchmark yourself.
Experience design
Whether it’s intentional or not, your customers are already having an experience with you, often shaped by years of inwardly focused processes that create friction for customers and employees. I audit the processes that touch customers and employees and redesign them where needed to remove frustration and increase moments of delight.
Culture improvement
Market leaders in CX recognise that the internal experience determines the external experience. I analyse your values and how they’re reinforced, from how people are hired, promoted and rewarded to how they’re let go, to make everyday behaviours more customer-centric.
Free CX maturity check
Where does your organisation sit?
18 questions across the seven disciplines of CX management. See your score straight away, then get a personalised report with your three priority actions.
The seven disciplines
- Customer understanding
- Prioritisation
- Design
- Delivery
- Measurement
- Culture
- Governance
Introducing CXF
Customer and employee feedback, turned into clear analytics.
A customer (CX) and employee (EX) experience platform: capture survey feedback and turn it into NPS, CSAT and CES dashboards. All data hosted in Australia.
- Australian data residency. All data hosted in Sydney and governed by the Australian Privacy Principles.
- Customer and employee. Capture both CX and EX in one platform, and see how the two connect.
- Analytics, not spreadsheets. Every response rolls up into NPS, CSAT and CES scores with trend dashboards.
Client results
What clients say
Ben’s real strength was his ability to view these requirements through a business and customer lens.
Rather than approaching the work as a purely compliance-driven exercise, he took the time to understand our people, processes and objectives, helping to translate complex requirements into practical and achievable business outcomes.
Chris Pistilli
Managing Director, Synergy Security and Compliance
After struggling for more than a year to implement a credible objective assessment of customer satisfaction, CXpert provided us an end-to-end integrated solution within weeks.
Working with Ben also challenged me to take my Customer Service leadership to a new level. My only regret is that we didn’t engage him earlier and save all that wasted time!
Sharon Green
IT Customer Service Manager, CitiPower & Powercor
Book a coffee
The simplest next step is a conversation.
If you’d like to understand more about how I can help you grow your business, we’ll use that time to:
- Understand where your organisation is now and where you’d like it to be
- Identify the key constraints and opportunities in front of you
- Outline a practical path forward
It costs nothing, and you’ll leave with a clear understanding of the areas you need to prioritise. In person in Adelaide, or over video if you’re interstate.
From the blog