The new recipe for delivering outstanding customer experience.
We help you prioritise which customer initiatives will drive revenue…before you invest.
Delighting customers has always felt expensive. It took more people, more customisation, and a whole lot of duct tape. That’s why most CX programs stalled in incremental mode.
But the truth is, delight wasn’t expensive.
It was just hard.
Systems were fragmented. Context was missing. Signals were buried.
Now it’s not.
Proto + Glean makes delight easy - connected, measurable, and commercially proven.
Deliver customer experience improvements at superhuman speed.
How we can help
-
Stop guessing. Our customer experience strategy consulting gives you the frameworks and CX roadmap to align with business goals, drive measurable results, and build loyalty.
-
Equip your teams with the skills and confidence to deliver seamless customer and employee experiences. Our CX training and capability programs turn theory into practice, driving cultural change and measurable growth.
CX Training & Capability
-
Go beyond products and services. Our customer experience design approach uses research, journey mapping, and service design to create seamless, human-centred experiences that inspire loyalty and growth.
-
Customer-centric organisations are more profitable and resilient. We help you break silos, align KPIs, and embed a culture where every decision supports your customer experience strategy.
-
Bridge the gap between customer promise and delivery. Our digital customer experience optimisation improves digital maturity, loyalty, and revenue across every touchpoint.
-
Turn customer data into actionable insight. Our customer research and insight consulting reveals unmet needs, reduces risk, and ensures strategies are evidence-based.
Customer Insight
Consulting That Solves the Struggles You Know Too Well
If you’re like most organisations we work with, you’re battling customer churn, flat growth and uncertainty over where to invest in CX.
Services
Strategy Consulting
Shape winning outcomes with customer experience strategy consulting. We help you define priorities, align leadership, and build a CX roadmap that delivers measurable business impact.
CX Training & Capability
Build CX capability across your organisation. Our CX training equips teams with the skills, tools, and frameworks to embed CX into daily practice and drive performance.
Experience & Design
Transform products and services through CX design. Using human-centred research and service design methods, we create journeys customers and employees truly value
Enable the Organisation
Turn customer insights into execution. We integrate CX strategy with organisational objectives, ensuring alignment, scalability, and sustained transformation from planning to delivery.
Digital Optimisation & Performance
Accelerate growth with digital experience optimisation. We use insights to streamline digital touchpoints, improve performance, and connect strategy to measurable results.
This is the most comprehensive and strategically powerful customer listening, and staff listening project we have ever done. The outputs have given us a focused roadmap that we will use as the backbone for our growth strategy for the next two years. Thank you.
Ant Morrell
Co-Founder of BOUNCE
The quality was awesome, incredible document, epic piece of work. I knew we would get something good out of it. I didn't realise it'd be so in depth. So that was really great to be able to share with the rest of the team, so we could really embed the learning.
Alexandra Haughton
Launch and Innovation Director
In an age where many companies offer the same thing, it's how you do the same thing that becomes critical. Proto is an expert at showing companies how to be different in a way that matters most to your customers.
Matthew Liebmann
Chief Operating Officer
We turn customer insights into predictable revenue growth.
We work with your team to implement:
Customer experience segmentation that pinpoints your highest-value customer groups and growth opportunities.
Predictive customer experience modelling that quantifies the financial impact of every potential improvement.
CX implementation roadmaps that deliver quick wins to self-fund future transformation.
…So you can eliminate up to revenue leakage and redirect investment into proven customer strategies that drive measurable growth.
Best for: Business leaders who want to turn customer insights into financial returns within 90 days.
Hi! We're Proto Partners. 👋 We've used our 'Unified Customer Intelligence' framework to deliver tangible growth in over 50 categories.
As a specialised customer experience and intelligence consulting firm, we help growth-focused organisations move from guesswork to certainty by:
Pinpointing which customer initiatives deliver measurable financial returns before you invest
Eliminating the 15% revenue leakage caused by misaligned CX priorities
Accelerating time-to-revenue by up to 60% for strategic investments
Delivering 25–40% higher ROI on customer experience strategies
Turning customer insights into predictable revenue growth is what we do best.
Frequently asked questions
What is a customer service strategy and how is it different from customer experience?
A customer service strategy focuses on how your teams support customers in moments of need — through contact centres, support channels and frontline interactions. A customer experience strategy goes broader. It looks at every step of the journey, from first contact to renewal, and aligns products, services and operations around what customers value. At Proto, we bring both together so your customer service strategy supports a wider customer experience strategy, not just isolated fixes.
How can a customer service strategy improve our revenue, not just satisfaction scores?
A clear customer service strategy doesn’t just make customers happier — it reduces churn, increases lifetime value and protects margins. We identify which service improvements actually drive financial outcomes, then prioritise them in your roadmap. That means investing in the parts of the experience that grow revenue, instead of spreading budget thinly across low-impact initiatives.
What types of organisations does Proto work with?
We work with growth-focused organisations across sectors such as finance, utilities, transport, health, government and professional services. Whether you’re a large enterprise or a mid-sized organisation, we help you design a customer experience and customer service strategy that fits your complexity, regulatory environment and internal capabilities.
What does a typical customer experience strategy project with Proto look like?
Most projects start with discovery: understanding your customers, mapping key journeys and assessing your current customer experience and customer service strategy. From there we define a clear CX roadmap, governance model and priority initiatives. Finally, we support implementation so your teams know what to do differently on the ground — not just what’s written in a slide deck.
How long does it take to see results from a new customer service or CX strategy?
Timelines depend on the size of your organisation and the scope of change, but many clients see early wins within 3–6 months. We focus on quick, high-impact improvements while laying the foundations for longer-term transformation. Throughout the engagement we connect customer experience improvements back to measurable outcomes like revenue, retention and cost-to-serve.
What internal resources do we need to implement a customer service strategy with Proto?
You’ll typically need a senior sponsor, a small cross-functional team (for example operations, digital, frontline and data) and access to existing customer insights or performance data. We bring the customer experience strategy, frameworks and tools; your team brings context and ownership. A key part of our work is building your internal capability so you can sustain the strategy after the project ends.
Do you only work with organisations in Sydney?
Our team is based in Sydney but we work with organisations across Australia and, in some cases, internationally. Many projects combine onsite workshops with remote collaboration. If you’re unsure whether location will be a barrier, you can book a conversation with us and we’ll outline what delivery could look like for your organisation.
If you have a question that isn’t covered here, you can book a conversation with our team and we’ll talk through your customer service strategy and CX priorities.