Unleash your team’s potential.

Empower your people to deliver great experiences for your Customers. 

The key to maximising revenue is consistency.

In today’s ever-changing market, one principle remains incredibly relevant: a Customer-centric approach to doing business is the key to increasing Customer retention and sustained success. 

But becoming Customer-centric isn’t just a business strategy, it’s a cultural mindset that extends to every aspect of your business whether it’s the Service Delivery teams, or HR and Finance.

How do you get your team or organisation to think about the Customer first and collaborate across silos to deliver great consistent Customer experiences?


of Customers desire a consistent experience, regardless of how they engage an organisation (through social media, in person, by phone, etc.).


of Customers say it feels like they are communicating with separate departments, not one company.

Shifting team performance to improve your business results.

Businesses who embrace Customer-centricity and have the ability to be agile in responding to changes in the market, are the ones who will not only thrive and increase Customer retention, but will also stay ahead of competition.

We offer various customised training & workshops that will equip your team with the tools needed to prioritise the Customer, and will help positively shift their behaviours to provide your Customers with exceptional experiences.

Being Customer-centric isn’t just a strategy, it’s a journey towards excellence. It’s a commitment to putting your Customers at the heart of everything you do.

Building purpose into your design.

Efficient & Effective

We take a deep dive with you to get all of the information we need to know in order to create training that will reach the right people and fit your vision.

Inclusive & Empowering

We include your entire team and will help ensure that every team member understands their role in delivering a great Customer experience.

Purposeful & Intentional

We work with you to provide your team with a clear purpose so they can get to work with focus and intention.

How we achieve the best results for our clients.

We will advise and guide you throughout the process and ensure you’re well informed along the way.

Step 1: Get in Touch

Get in touch with us and we’ll go over your goals, budget and expectations to see if we’re a good fit.

Step 2: Deep Dive & Training

We first take a deep dive to get all of the information we need to know in order to create training that will reach the right people and fit your vision. During the training, we will bring your vision to life. Drawing from our deep discovery, we will empower your team to take pride in their work and have the Customer front of mind at all times.

Step 3: Follow Up

And we won’t stop there! We give you and your team the time to change your habits and implement new learnings, before we follow up with you to ensure you continue to be aligned to your goals and remain on track to become the business that your Customers will love.

Our Promise

If you decide to work with us, put in the effort required to make this work, and feel you haven’t received the value you were expecting after just one month, we will return every dollar paid to us. No hard feelings!

Best case, you start growing your business again. Worst case, you tell us we’re not for you, we give you your money back and you would have received one month worth of free insights. Both options are risk free.

Are you ready to become your Customer’s Favourite?

We know that bringing in something new can be intimidating. We will make it simple and fun!

Frequently Asked Questions

Customer Experience (CX) encompasses every interaction your Customer has with your business, from the first point of contact to the final purchase and beyond. It’s the sum of these experiences that shapes a Customer’s perception of your brand. Prioritising CX is essential because it directly impacts Customer retention and advocacy. In today’s Customer-driven market, focusing on CX isn’t a luxury, it’s a strategic imperative for sustainable success.

The Service Design Sprint methodology is an innovation and problem-solving process that focuses on collaboration, rapid prototyping, and iterative design. Originally developed by Google Ventures, it has since been adopted by businesses worldwide to create Customer-centric solutions.

The methodology typically involves five phases:

Understand: Teams gather insights and empathise with Customers to gain a deep understanding of their needs, pain points, and aspirations.

Define: Clear problem statements are formulated based on the insights gathered in the previous phase.

Ideate: Teams brainstorm and generate creative ideas to address the defined problem.

Prototype: Quick, low-fidelity prototypes are developed to test potential solutions.

Test: Prototypes are tested with real Customers, and feedback is used to refine and improve the solution.

More information can be found here

With our Customer Experience Design service, we find solutions for identified problems to improve the Customer Experience. Through our Customer Experience Audit Service, we can help identify the actual problems, providing you with clear focus and intention when it comes to designing and delivering great experiences for your Customers.

We understand that direct investments into the future success of your business can be complicated calculations! So, we make the decision to plan for the growth of your business an easy one by being as flexible as possible with your payments. We offer 3 month payment plans on your CX Design Project, and a 2 month plan for your CX Audit. Investing for future success is fundamentally important for any business, and we’re working towards your goals.

Download your free eBook guide from Change & Ways on the 4 steps to retaining your ideal customers as written by a customer retention design specialist.
Free eBook

Our 4 Steps to Retaining your Ideal Customers

Our guide to understanding the steps you need to take to get your ideal Customers to buy from you again and again and sky-rocket your business potential.