FIFTH QUADRANT
Established in 1998, Fifth Quadrant Pty Ltd is a Customer Experience Strategy, Design and Research company. We are management consultants, customer experience researchers, customer experience designers, industry analysts, data analysts, change managers, trainers and futurists.
From working with organisations over the last 15 years, we know that Board and C-level Executives typically focus on four strategies: Finance; Marketing & Sales; IT & Operations; and Human Resources.
At Fifth Quadrant, we believe it is long overdue that Customer Experience Strategy sits rightfully alongside and integrates with these other four strategies.
So we’re doing something about it. We’re bringing a fifth strategy, Customer Experience Strategy, to the strategic planning process. We work across the following channels:
01
WHO WE ARE
Management consultants ResearchersAnalysts Educators
We work with our clients to design and operationalise customer experience strategy in order to enhance customer experience, drive revenue through customer acquisition, retention and yield, reduce operating costs and optimise operations across multiple channels. Fifth Quadrant conducts extensive research across the customer experience, contact centre, online, social media and mobility sectors, producing benchmarking reports that underpin our approach to consultancy with evidence-based statistics and analysis.
Fifth Quadrant also has an online, publishing and social media division providing customer experience professionals with news, insights and research globally.
02
WHAT WE DO
Enhance customer experience
Drive customer acquisition, retention & yield Optimise operations
Reduce operating costs
Fifth Quadrant delivers an unrivalled level of knowledge, subject matter expertise, data and proprietary
methodologies to ensure organisations have highly effective customer experience strategies, models, operations, management and leaders.
Different to other management consultancies, we are able to offer an integrated programme including customer research, customer experience design, data modelling, market analysis, diagnostic assessment of operations and technology, strategy development and execution, improvement of operations and education. The value generated for our clients is:
1. Significantly improved customer experience, value, engagement and loyalty
2. Increased revenue from both inbound and outbound customer interaction channels
3. A reduced cost to serve
4. Increased profitability per customer
For our clients we also:
1. Enable them to think differently and navigate the way forward through the rapidly changing
consumer and customer experience channel landscape
2. Allow them to realise the inherent value they create for their customers
3. Provide significant growth and development for their people
4. Give them back time
03
OUR CORE VALUE PROPOSITION
Increased value to customer & increased customers’ value to business Increased revenue from customers
Reduced cost to serve
Customer Experience Strategy is a multi-disciplinary programme involving customer experience design, brand and organisational strategy assessment, sophisticated data modelling, operations capability analysis and the configuration of processes, technology and resources across multiple channels in order to optimise an organisation’s profitability through enhanced customer experience.
04
WHAT IS CUSTOMER
EXPERIENCE STRATEGY?
Customer Experience Design
Multi-channel Strategy Implementation
It is proven that organisations with mature enterprise-wide Customer Experience Strategy deliver higher levels of customer engagement and superior business performance in particular, revenue generation.
We also believe that a great Customer Experience has a tangible effect on a person’s day and life and that the act of serving someone is one of the most powerful ‘goods’ an organisation can do.
Therefore, Customer Experience is our chosen field, above all else. And compared to the other things organisations do, we believe Customer Experience is the aspect of business that has most meaning
05
WHY IS CUSTOMER EXPERIENCE
STRATEGY SO IMPORTANT?
Profit Greater Good
OUR
SERVICES
MANAGEMENT CONSULTING SERVICES
Customer Experience Strategy Development 01
Customer Experience Design 02
Customer Co-Creation 03
Contact Centre Strategy, Establishment & Optimisation 04
Multi-channel Strategy & Implementation 05
Human Resource Management Consulting 06
Technology Consulting 07
Technology & Outsourcing Tender Management 08
CUSTOMER EXPERIENCE RESEARCH
Customer Feedback Strategy Development 0201 EnterpriseVoice of Customer Research 03
Customer Journey Mapping & Personas 04
Employee Engagement Programmes 05
Enterprise Feedback/Management Strategy 06
Customer Experience Industry Reports 01
Customer Experience Strategy Maturity Audits & Benchmarking 02
Customer Experience Technology Reports 03
Customer Experience Multi-Channel Reports 04
Contact Centre Industry Reports 05
Location Studies & Advice 06
In-client Briefings 07
Events & Unconferences 08
Webinars 09
Whitepapers & Case Studies 10
CUSTOMER EXPERIENCE ANALYSIS
Data Asset Audits & Strategy01
Big Data Analytics 02
Analytics Consulting 03
Business Performance Analytics 04
Advanced Quantitative Analytics 05
Predictive Analytics 06
Dashboards, Tools, Scorecards 07
DATA & ANALYTICS
TRAINING
Customer Experience 01
Customer Experience Leadership Development 02
Big Data Analytics 03
Social Media 04
Workforce Management 05
Currently our engagements with Boards, CEOs and Executive teams revolve around the following topics:
THE BIG CURRENT TOPICS
Formal Customer Experience
Design Methodology
01
Approaches to Customer
Co-Creation Design
02
Multi-Channel Strategy Design
03
Best Practice Contact Centre Design
04
The Rise Of Social Media And Mobility as
Customer Interaction Channels
05
Data Modelling and Big Data Strategies
for Customer Experience
06
3 year Technology Roadmaps
07
The Future Workplace
08
The new Consumer Power Economy – the shifting
power balance between organisations & consumers
09
GOVERNMENT
TECHNOLOGY
TELECOMMUNICATIONS & UTILITIES
BANKING, FINANCE & INSURANCE
A FEW OF OUR CLIENTS
RETAIL & WHOLESALE
OUR TEAM
We are a team of over 50 people including the smartest and most highly engaged subject matter experts who develop amazing proprietary and customised Customer Experience Strategy, Customer Engagement, Operations and Research models and tools.
DR. CATRIONA WALLACE
CHIEF EXECUTIVE OFFICER
MANAGING DIRECTOR
KRISTI MANSFIELD
STEPHANIE BAUER HEAD OF CUSTOMER EXPERIENCE CONSULTING WILLIAM DIEU SENIOR CONSULTANT RONENE CAUCHI
SENIOR CONSULTANT & CONTACT CENTRE TRAINER
PHILLIPA BELTRAN
SENIOR CONSULTANT
JENNIFER REDDINGTON
HEAD OF CUSTOMER EXPERIENCE RESEARCH AND DATA
+61 2 9927 3399
+61 2 9927 3327
[email protected]
www.fifthquadrant.com.au
Level 11, 100 Miller Street
North Sydney NSW 2060
For more information please contact us:
