Video Guides
Access our Video Guides to help you Understand Your Customers and Grow Your Business.
The Value of Customer Journey Mapping
When you have proven frameworks that deliver real results for those you serve, you’re unstoppable.
How to Become More Customer Centric
With a proven approach to becoming more customer centric, growth becomes much easier and comes much quicker.
How to create a successful CX Program
We serve as your guide and deliver the most comprehensive view of the customer you’ve ever had.
Proto Information and Resources
Access all our Information Sheets about how we transform understanding into Growth.
Understand your customers.
Grow your business.
We help you Understand Your Customers and Grow Your Business. Start here to know what we do and how we help.
An introduction to Customer Intelligence
Understand how Structured Customer Understanding is built to fuel any organisation that wants to drive business growth and achieve faster results with less effort.
An Introduction to Proto Human Centred Design
Our Structured Customer Understanding Methodology informs your Decision Making. The way we Approach Human Centred Design.
Our 9 Step to Business Growth Map 2021
Overview of our 9 Step Business Growth Approach to attract and keep more customers with less effort and less cost.
Our 9 Step Business Growth Map with Supporting Detail
9 Step Approach to Business Growth Map helps to grow your company in a strategic and successful way.
Our 9 Step Business Growth Map Brochure
Here is a flyer with 9 proven Business Growth Map steps and techniques that serve their purpose well in today's busy marketplace.
A Blueprint
For Growth
Are you looking to Transform Customer Understanding into Customer Growth? Here is a Blueprint that explains how to do it.
Growth Driven Design Framework
Why is Growth-Driven Design a better framework? To transform Customer understanding into Customer Growth. Use it to get started today.
An introduction to Proto: Approach, Mindset and Insights
This flyer is for you to kickstart with your Customer Experience understanding.
Customer Journey Mapping 101
Here is an easy to read and highly visual guide that shows you exactly what a Customer Journey Map is and the benefits of creating one for your business.
Customer Journey Map: Why to Map both sides, customer, staff?
Here's why mapping both sides of the journey delivers better outcomes.
Impact of Employee Experience on Customer Experience
Happy employees create better experiences. Find out how with this guide.
Customer-Led Transformation Model: Step to Success
Here is our Visual Roadmap for Customer-Led Transformation.
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Action Plan to Successfully Transform Customer Experience (CX)
Find out what process a Customer Experience (CX) Project follows.
Structured Customer Understanding Overview
Overview of our Process and how we help our Clients achieve deeper understanding though a structured research process.
The Six Capabilities to Build A Customer Centric Organisation
Would you like to better understand the Capabilities in Customer-Centric Organisation? Improve experience irrespective of industry, organisation.
Customer Maturity Model: Stepwise Process to Success
Use this Customer Maturity Model to assist you to assess where your Organisation falls in terms of Customer Experience Maturity.
CX Metrics: Design & Construct Your Own CX Diagnostic 2021
Get started on design company-wise right solutions and experiences using our CX diagnostic program.
Smarter Value Propositions for Smarter Businesses
Gain the clarity you need to understand precisely what is most important to your customers and deliver exactly that.
Using Personas to Understand your Customers
Personas are a valuable way to know your customers’ needs, behaviours and goals that result in compelling products and services.
Customer Experience Strategy
Are you looking to develop a Customer Strategy? Want to get started on your path to increased customer centricity?
Build a Customer Service Strategy
Successful customer service strategy starts with an aspiration centred on what matters to customers and empowering frontline workers to deliver.
Workshops and Training Offers
A series of workshops and training offers designed by Proto to enable your business to become more Customer Centric.
Customer Experience Masterclass Training
A 2 day Workshop where you will analyse your customer issues, develop your Value Proposition, Ideal Future State and Customer Strategy Roadmap.
CX Strategy Roadmap
A 1-day Workshop of CX Strategy Roadmap that define and improve key areas that make a cohesive CX Strategy with confidence to make the right decisions.
The Path to Build Customer Centricity (PDF)
A 1-day workshop that focuses on building Customer-Centric Culture or Customer-Centricity using the 6 critical customer capability areas.
Solve your important Customer Experience challenges
A 4-week program that takes a significant CX challenges you face and solve it in 30 days with a clear, tangible, actionable roadmap.
Winning Strategy: Think like the Customer
Think like your customers and provide them exactly what they want as a competitive advantage.
Reach your CX Business Goals: Work with the Experts
Experts with over 20+ years of combined CX experience, we coach you or your team through any CX challenges you’re facing right now.
Worksheets
Download our Worksheets and get started today on improving your CX.
Ultimate CX Diagnostic Scorecard: Drive growth Metrics
Use our CX Scorecard for accountability and greater Insights.
The Customer Intelligence Framework
Undertake a structured process to achieve absolute confidence in every decision you make.
Customer Value Proposition
Define in one sentence what makes your offer so compelling to customers.
Growth Drivers Wheel
Understand the 8 critical areas of success across your business model.
High Level Customer Journey
Map out your current customer journey with what is working well and not so well.
White Papers
Download and read our Whitepapers on our ideas and insights on best practice approaches to CX.
Service Design Australia
The basics of Service Design. Excellent reading if you're struggling to move beyond the idea that improved service means less profit.
Customer experience ideation is not CX innovation
Creating ideas (aka ideation) isn't the same as innovating. Find out why here.
CX outside-in thinking
User-centred design delves deeply into customer's unmet needs and wants. But why are Australian businesses reluctant to use it?
Designing outstanding customer experiences
With CX becoming mainstream why does the gap between what companies promise and their customers receive differ so much?
Customer experience for franchises
Who is the Customer? We uncover the ways experience design for franchise organisations differs from traditional business.
Brand-driven CX service innovation
How a global icon elevated their customer service standard to new heights by successfully combining the traditionally opposing forces of business rigour and design empathy.
Transform CX vision into tangible action
How to balance improved customer experiences and hard commercial sense? Ask the right questions, but it's what you do with the answers that really counts…read more here.
CX insights and business metrics = service innovation
Prove the commercial viability of your customer centric project and gain the trust of decision makers by using traditional management metrics.