Five clear ways to start improving CX and service performance.
Not a long list of every service we offer — five commercial entry points, each designed to identify value quickly and create a roadmap that scales. Most engagements start with a discovery call or CX health check.
CX transformation services built around measurable outcomes.
What services does Customer Science offer? Customer Science offers focused CX transformation services for service leaders: CX Transformation Consulting Australia, the Service Health Workshop, Contact Center Performance & Analytics, AI, Knowledge & Automation Readiness, and Customer Communications & Experience Improvement. Most engagements start with a CX transformation discovery call.
Each service is a focused entry point — designed to identify value quickly, prove the opportunity, and create a roadmap that can scale. They can run independently or in sequence as the picture of your service environment develops.
Five connected service areas.
From practitioner-led consulting to people, technology, automation and fully managed solutions — engage a single area or combine them as one accountable partner.
Consulting
Practitioner-led consulting across the full service lifecycle — research and strategy, operating model, communications, value and data.
- CX Research & DesignCustomer and user research, personas, journey mapping and service design.
- CX Consulting & Professional ServicesCX strategy and planning, and the hands-on work to design, deploy or improve services.
- OperationsDesign, deploy, train and transition your service operating model so performance is locked in.
- CX CommunicationsMake service communications clear, efficient and error-free.
- Service Outsourcing & ProcurementPlan, identify, procure and optimize your outsourced service arrangements.
- Value ManagementTurn organizational strategy and objectives into realized, measurable value.
- Digital Health & CareDeep health, care and community expertise across government and private sectors.
- Program & ProjectsGateway reviews and program and project management.
- Business IntelligenceReal-time and historic insight, reporting and governance, with data cleansing, transformation and storage.
- Information & Data ManagementData and information policy, strategy, architecture, governance, classification and AI readiness.
People
Specializt service people you can scale up or down — to add capacity, capability or a ready-made delivery team.
- Contracting & Staff AugmentationSpecializt staff to add the capacity and capability you need to run operations and deliver projects.
- Agile TeamsA ready-made delivery team for discrete services or projects, with team design and IP transition to a sustainable in-house team.
Technology
The service technology strategy, design and implementation that makes everything else work.
- Business TechnologyCompany IT strategy, planning and implementation.
- Contact Center TechnologyPlatform design and architecture, CRM and channel solutions, and supplier management.
Automation & AI
Build your digital workforce — automating and digitising service with AI and RPA.
- Service AutomationCreate a digital workforce with AI and RPA to take effort and cost out of service.
- AI AcceleratorIdentify, prioritize and stand up high-value, safe AI use cases quickly.
- Implementation, Management & DevelopmentBuild, deploy, manage and continuously improve your automations.
- Digitization of ServicesMove manual, paper-based and fragmented processes to streamlined digital services.
Solutions
Fully managed, as-a-service capabilities — we run the function for you, combining our people, technology and methods so you get the outcome without building it in-house.
- Workforce Management as a ServiceManaged forecasting, scheduling, capacity planning and intraday/real-time management, so the right people are in the right place at the right time — protecting service levels while controlling cost.
- Knowledge Management as a ServiceA governed, continuously improved knowledge base with AI-enabled search, so your people and customers get accurate, consistent answers across every channel.
- Quality Assurance as a ServiceManaged quality monitoring and coaching, with automated and AI scoring across up to 100% of interactions — lifting consistency, compliance and CX while cutting manual QA effort.
- Voice of the Customer as a ServiceA managed VoC program — multi-channel feedback, text and sentiment analytics, and closed-loop action — turning customer feedback into prioritized, measurable improvements.
Four clear entry points into service improvement.
Service Health Workshop
A focused workshop to assess the current health of your customer service environment and identify the highest-value opportunities for improvement.
What it reviews
- CX & contact center performance
- Service operating model
- Cost-to-serve & CSAT drivers
- AI readiness & knowledge quality
- Communications, data & reporting
- Technology & vendor landscape
What you get
- Service health summary
- Priority improvement opportunities
- Risk & readiness view
- High-level ROI opportunities
- Recommended next steps & roadmap
Contact Center Performance & Analytics
Improve contact center visibility, performance, customer outcomes, and decision-making.
Includes
- Performance review & KPI framework
- Real-time analytics & reporting
- Voice, digital, bot, CRM & WFM data
- Quality & coaching insights
- Cost-to-serve & FCR improvement
- Executive dashboards
Outcomes
- Improved customer satisfaction
- Reduced cost-to-serve
- Better operational visibility
- Sharper agent & leader decisions
- Clearer performance governance
AI, Knowledge & Automation Readiness
Adopt AI safely and effectively by improving the knowledge, data, governance, and operating model behind it.
Includes
- AI readiness assessment
- Conversational AI opportunity review
- Virtual agent & self-service strategy
- Knowledge maturity & gap detection
- Automation opportunity mapping
- AI governance & risk review
Outcomes
- Safer AI adoption
- Better self-service & knowledge quality
- Reduced avoidable contact
- Improved agent confidence
- More sustainable automation
Customer Communications & Experience Improvement
Improve the clarity, consistency, brand alignment, and customer impact of service communications.
Includes
- Communication & content review
- Letters, emails, SMS, chat & digital
- Plain-language improvement
- Brand & tone alignment
- Customer-effort & complaint reduction
- Communication governance & uplift
Outcomes
- Clearer customer communication
- Reduced customer confusion
- Lower avoidable contact
- Improved customer trust
- Stronger brand consistency
Services — frequently asked questions
Questions service leaders ask before starting an engagement.
Focused pages for the problems service leaders search for.
Use these pages when the need is already clear, or start with the Service Health Workshop when you want a broader diagnostic.
Not sure where to start?
Most engagements begin with a Service Health Workshop — a focused review that identifies the highest-value opportunities and recommends which service is the right next step for you.