Customer Science Group

Customer Science Group is an Australian customer experience (CX) and digital transformation consultancy. It positions itself as a CX integrator, partnering with organisations to research, advise, design and implement services that aim to deliver measurable business results. The firm works across strategy, processes, people, technology, management and data, and describes its approach as a practitioner-led, collaborative model in which experienced consultants co-design future service offerings with clients. The group operates through a set of sub-brands that together cover customer experience and service operations, information protection and management, traditional consulting, digital health, and business analytics. Its stated vision is to help Australian organisations become global service leaders, and its mission is to bring clients' customer and digital visions to life. Customer Science Group says its services typically yield a return on investment within six months, with benefits for both customers and the business. Its service lines include holistic service design, CX research and design, CX consulting, service outsourcing, CX communications, people contracting and workforce augmentation, technology and data and information management solutions, digital service transformation, AI and intelligent automation, contact centre technology, business technology, business intelligence, digital health and care, and management and value management consulting. The group also offers productised accelerators: CommScore.AI, Knowledge Quest and Customer Science Insights, which support better CX decisions, communication quality, knowledge quality and contact centre visibility. Customer Science Group serves clients across industry practices including aged care, commercial and not-for-profit, government, and health and care. It states that it has serviced federal and state governments for over 40 years and has written approved business cases for projects valued at billions of dollars. The group is headquartered in Australia and operates primarily in the Australian market.

Customer Science Group is an Australian customer experience and digital transformation consultancy. Public information about its corporate history is limited, but its own materials describe a group built around a portfolio of sub-brands assembled through the acquisition of specific talent or companies, each developed by practitioners with deep industry experience. The group states that it has serviced federal and state governments for over 40 years and has written approved business cases for projects valued at billions of dollars, and that it has led some of the most important system design work in that space. This suggests a long heritage in government consulting and system design, although the exact founding date of the Customer Science Group brand is not disclosed in the available evidence. Over time the group has broadened from traditional consulting into customer experience and service operations, information protection and management, digital health, and business analytics. It has also productised some of its intellectual property into accelerators such as CommScore.AI, Knowledge Quest and Customer Science Insights, which support CX decisions, communication quality, knowledge quality and contact centre visibility. Today Customer Science Group presents itself as a CX integrator, combining consulting, professional services, research, people augmentation and technology solutions. It works with clients across aged care, commercial and not-for-profit, government, and health and care, and its stated vision is to help Australian organisations become global service leaders.

• Customer Science Group states it has serviced Federal and State Governments for over 40 years.

• The group develops productised CX accelerators including CommScore.AI, Knowledge Quest and Customer Science Insights.

Practitioner-led CX integrator that operationalises customer and digital visions to deliver measurable service outcomes.

• CommScore.AI™

  A product accelerator supporting communication quality and CX decisions.

• Knowledge Quest

  A product accelerator supporting knowledge quality.

• Customer Science Insights

  A product accelerator supporting contact centre visibility and CX decisions.

1. 1CX Transformation Consulting Australia - Customer Sciencecustomerscience.com.au
2. 2About Customer Science | Australian CX Transformation Expertscustomerscience.com.au
3. 3Brands - Customer Sciencecustomerscience.com.au
4. 4CX Products and Service Accelerators - Customer Sciencecustomerscience.com.au
5. 5Customer Science Groupwikidata.org