Customer Experience Consultant | CX Strategy Experts

Customer Experience Consultant Services That Deliver Measurable Growth

In today’s hyper-competitive market, customer experience isn’t just one part of your business — it’s the part that keeps it alive. Partnering with a customer experience consultant means you’re serious about fixing friction, building loyalty, and scaling sustainably.

At Proto Partners, we’ve spent over a decade helping businesses unlock growth through smarter, simpler customer experience strategy and execution. We don’t just design ideas — we partner with you to transform how your customers experience your brand every day.

We can help you cut through complexity with customer experience consulting that delivers clarity, prioritises investment, and proves ROI.

What we uncover

We uncover the real issues holding back your customer experience and business performance.

  • Independent assessment of your current customer experience and operations

  • Insights into customer expectations, pain points, and missed opportunities

  • Clear evidence on where to focus to reduce waste .

What we create

We create practical consulting advice and strategies that turn insight into action.

  • A CX strategy aligned with your business goals and customer needs

  • Roadmaps that prioritise high-value improvements

  • Service models and frameworks that balance customer impact with operational efficiency

What it delivers

We help you move from strategy to results, with measurable outcomes you can trust.

  • Hands-on support to implement recommendations quickly and effectively

  • ROI frameworks that track performance and prove the value of investment

  • Governance and measurement tools to sustain improvement over time

Ready to work with a CX consultant who delivers measurable impact?

Book a session with our team to uncover opportunities, create a clear strategy, and turn insight into results.

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Areas of expertise

Customer Experience Journey Mapping

Get visibility into every moment that shapes your customer’s experience. Our journey mapping services uncover the gaps, pain points and opportunities that matter most—so you can design interactions that feel seamless and intentional across every channel.

Digital Customer Experience

From mobile to web to live chat, we help you deliver digital experiences that work for your customers. Whether you’re optimising self-service, onboarding or online journeys, we bring clarity and cohesion to your digital channels.

Customer Experience Strategy

A clear CX strategy links what your customers need with where your business is going. We help you define priorities, align your teams, and connect your customer experience goals to measurable outcomes.

Customer Insight

Great CX starts with deep insight. We turn customer feedback, behavioural data and qualitative research into practical, commercial recommendations that drive change and unlock growth.

Customer Experience Design

Design isn’t just about visuals—it’s about how people feel when they interact with your business. Our experience design practice creates services, processes and systems that are intuitive, human and commercially effective.

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What Does a Customer Experience Consultant Actually Do?

A customer experience consultant is not your standard business advisor. We specialise in understanding every stage of the customer journey — then turning that understanding into measurable action.

We help you:

• Uncover pain points across digital and in-person channels

• Re-design customer journeys to improve satisfaction and retention

• Align teams around shared experience goals

• Implement the right technology, feedback systems, and governance models

• Track the impact of your customer experience initiatives over time

Our focus is always on delivering business results — not just nice-looking journey maps.

Why CX Consulting Is a Smart Business Investment

Customer experience consulting pays off when it’s done right. Companies that prioritise CX see:

  • 4–8% higher revenue growth compared to their competitors

  • 10–15% cost reductions through improved service efficiency

  • Stronger loyalty and retention, with less need to replace lost customers

  • Higher staff engagement due to clarity of purpose and improved tools

  • More differentiated positioning, especially in commoditised markets

Our consultants help you tap into these outcomes by aligning strategy, operations, and customer insight.

Our CX Consulting Services

We offer a complete range of customer experience consulting services. You can engage us for an end-to-end transformation or just one project that matters most right now.

Customer Journey Mapping and Analysis

We visualise every step of the customer journey across every touchpoint, emotion and moment of truth to identify what’s working and what needs fixing.

Experience Strategy Development

We develop CX strategies that align with your business goals. From customer personas to governance models, we create practical roadmaps, not fluffy frameworks.

Voice of Customer Program Implementation

We design and embed feedback systems that capture real customer sentiment and build closed-loop processes that actually act on what people say.

Digital Experience Optimisation

We evaluate and improve websites, apps, and self-service channels to deliver seamless digital journeys with faster resolution and fewer drop-offs.

Employee Experience Alignment

We work internally to connect the dots between staff experience and customer outcomes. This includes training, incentives, and culture-shift initiatives.

CX Measurement and Analytics

We build systems to track your impact. NPS, CES, lifetime value, retention and predictive analytics all in one place.

Industries We Support

Our consultants have delivered results across a range of complex industries:

Financial Services

Optimising onboarding, digital servicing and trust in regulated environments.

Healthcare

Improving patient journeys, access, and compliance while reducing administrative pain.

Retail and E-commerce

Designing seamless omnichannel journeys that convert and retain.

Technology and SaaS

Aligning product, support and success to reduce churn and drive expansion.

Professional Services

Helping service-led firms build repeatable, high-quality client experiences.

How to Choose the Right CX Consultant

Not all customer experience consultants are created equal. Look for someone who:

  • Combines strategic thinking with practical execution

  • Understands your industry and business model

  • Can work collaboratively with your internal teams

  • Brings data literacy and tech fluency

  • Focuses on ROI and measurable impact

We’re not here to run workshops for the sake of it. We’re here to change how your business works for customers, in a way that sticks.

Measuring the Value of CX Consulting

We help you define and track the right mix of outcomes:

  • Financial: Revenue growth, retention, cost-to-serve, lifetime value

  • Operational: Service resolution times, first-contact resolution, efficiency

  • Customer: NPS, CSAT, churn, complaints, loyalty

  • Employee: Engagement, clarity, capability, and experience alignment

Most of our clients begin seeing results within 12–18 months and many well before that.

Why Work With Proto Partners?

We’ve been one of Australia’s leading CX consulting firms for over 15 years. We’ve worked with big corporates, high-growth scale-ups, government bodies and service-led SMEs.

What makes us different?

  • Proven methodologies - no generic templates

  • Strategic clarity - we focus on what moves the dial

  • Practical delivery - we don’t leave you with a deck

  • Real partnership - we upskill your team as we go

We bring structure, speed and sense-making to CX transformation.