create a high quality & profitable customer experience

adopt international thought leadership & implement proven best practice.

QCX INSTITUTE is a boutique management consulting firm focussed on the science of quality customer experience.  Since 1988, its principal has provided advice to the most innovative, customer centric companies in the media, public sector, retailing, financial services and technology industries.

Long before customer or citizen centricity appeared on board meeting agendas, QCX worked with major corporations to design and implement high impact, high return initiatives around the "customer".

Headquartered in NSW and servicing enterprises across APAC, QCX shares proven best practice "centricity" disciplines through advisory, mentoring, and program management services, assisting executive teams successfully transition from "product" to "customer centricity".  

In all, we have provided consulting and advisory expertise to over sixty enterprises and have also shared our best practice, thought leadership expertise through executive courses, briefings and seminars, attended in all by over five thousand delegates.


Areas of Practice

Advisory & Mentoring

Public and private sector executive teams tackle their "centricity" initiatives with great enthusiasm but can lack experience and know how, creating potential risk of budget over runs, program failure or damaged user experience. That's where we come in!

QCX INSTITUTE provides methodologies, frameworks, know how and wisdom borne from real life experience to augment and support executives and program boards. From short term, defined deliverable assignments to longer term four to eight days a month, our experience helps you mitigate risk whilst maximising the opportunity.

program management

Outsourced program management provides a team of experienced "centricity" "customer experience" and "CRM" specialist as a high performing cohesive team.

Outsourced program management provides powerful, turn-key capability focussed on achieving contracted, milestones and performance criterion. 

In short, we get the job done; moving from concept, to set-up, to business as usual,  with minimum organisation disruption and maximum business benefit realisation.  

keynote conference & speaking

Our subject matter experts provide engaging and inspirational key note addresses and briefings that share best practice expertise backed by real life case histories and well researched material. Book a conference call to discuss how we can add stimulating content to your next corporate event.

e-Learning powered change

Customer transformations falter unless accompanied by sustained change management. Our e-Learning courses by QCX.INSTITUTE provides practical, actionable learning and professional development right into your meeting and training rooms.  

professional DEVELOPMENT

Vendors offer free seminars, however formulating strategic plans or making business decisions based on their advice is high risk. e.g. one government department’s CIO trusted the vendor’s advice and found he had made $35 million mistake and breached of privacy principles.  

Like us all exploring a new endeavour, as business or technical executives, we don't know what we don't know! QCX INSTITUTE’s professional development courses arm its attendees with the savvy "know how" to ask the hard questions, understand and scope critical issues, plan to mitigate risk and utilise a host of insights gleaned from dozens of similar projects.

In the age of the customer, executives don’t decide how customer-centric their companies are — customers do.
— Kate Leggett