Design for the moments that matter

Build a human-centred organisation to effortlessly dial up your customer experience by identifying what matters most to your employees and successfully acting on it.

Our Approach

We work with you to actively understand, design, and build out a customer-centric culture so you can create world-class innovation and execution cultures that live in harmony. We champion operational excellence, planning, and continual improvement when managing the present.

But we also know you can’t cost-cut your way to future growth so we act as your guide to build customer-centric behaviours and help you scale your capability to deliver better employee and customer experiences.

You'll Achieve

Undertake research and analysis to gain multiple perspectives on the desired future state of the employee experience, areas of concern, and internal responsibilities in the context of delivering an improved experience for the customer.

Capture insights on the resulting outcomes of employee actions and KPI's. Build out training and capability via workshops and roleplay which help establish new ways of working and increased customer focus.

Maximise the Enablers so your staff feel more empowered and identify and remove the Blockers so there is less waste, inefficiency and frustration for your employees.

How we achieve it

CX Assessments

Understand your organisation's Customer Experience (CX) maturity to provide comprehensive insight and guidance on key areas of improvement most valuable for your customers and business.

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Build Customer Centricity

95% of organisations say that they are customer-focused, 8% of their customers agree. Organisations that do not make customer-centricity a primary focus in their business strategy will not succeed in the age of the customer.

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Employee Experience Strategy

Seeing your organisation through the eyes of your staff can help you harness the potential you're holding and encourage increased adoption and engagement with less effort.

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CX Training

Your employees are your most valuable assets in creating outstanding customer experiences. With the right Customer Experience training and development they can drive customer focus and business growth.

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Human Centred Change Management

Less than 20% of change management projects succeed. To help organisations multiply the odds, Proto provides a design thinking lens that creates value for, employees, customers and the business.

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Clients we work with.

Meet Damian

As Proto CEO, Damian is responsible for driving our clients growth initiatives. He has a wealth of local and international experience with companies such as Diageo, Fosters and Telstra in senior management roles as well as co-founding Proto 14 years ago and leading over 200+ projects.

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