We help businesses bring their brand to life through customer experience.
We operationalise your brand.
What We Offer
Great CX isn't a finish line. It evolves each day.
We believe customer experience isn’t a straight line - it’s a loop of learning, growth, & impact. We focus on people-first CX strategies that evolve with your team and your customers with our 3P approach:
PEOPLE
Instilling confidence
in your team
to make customer-centric decisions
PROCESS
Strengthening processes
to build trust &
deliver seamless
customer experiences.
PRESENCE
Driving consistent
brand experience
throughout the
customer journey
We explore the critical elements to ensure people first strategies
PEOPLE
Internal culture,
onboarding programs
& training, employee
experience & more
PROCESS
Workflow efficiency,
operational alignment,
identifying process both in customer &
employee journeys
PRESENCE
Messaging consistency,
digital & physical
experience design
We help your business to provide a seamless customer journey
PEOPLE
Providing
brand-aligned CX
training, coaching, change management planning & communication
strategies
PROCESS
Streamlining
workflows,
optimising internal
operations, & implementing
process improvements
PRESENCE
Completing
brand-infused
audits to measure how
your brand shows up
across touchpoints
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How we operationalise your brand
Connection
We begin by connecting with your current experience & understand your team's dynamics,
key processes, internal culture, & customer touchpoints, identifying key
pain points & opportunities
Insight
We dive deep into data, feedback, people and process reviews to understand what’s working, what’s not, & how to elevate the overall experience.
Action
We design & activate a tailored CX strategy that includes strengthening workflow & operational processes, team training, & ensuring brand consistency across all customer touchpoints
Repeat
We gather feedback, reflect on performance, & continuously refine the experience with you & your team, ensuring ongoing evolution & alignment with your brand’s promise, values & customer expectations
About
My name is Bianca.
And I'm obsessed with customer experience (CX).
I've dedicated my career to understanding how people connect with brands, whether they’re internal teams or external customers. And now I get to actively shape those connections in meaningful ways.
From launching a successful consultancy at 22 to leading change across the Asia Pacific region, and then collaborating with global clients as General Manager, Client Relations (Offshore), I’ve gathered rich experience across industries like health, travel, utilities, government, finance, education, retail, telecommunications, and entertainment - all within offshore, onshore, and nearshore markets.
Lately, I’ve been harnessing the power of AI to create next-level CX experiences. And, with my deep understanding of how people navigate change - be it market shifts, business evolution, or digital transformation - I’m able to drive the human side of these transitions.
Now, I’m channelling my entrepreneurial energy and leveraging my consulting network to help businesses across Australia, breathe life into their brands through exceptional customer experiences that truly resonate.
Meet The Experts
Behind the Magic
I team up with a crew of expert consultants to help businesses across Australia craft customer experiences that spark connection, leave a lasting impression, & actually make people feel something.
She knows how to ask the right questions (& actually do something with the answers), turning feedback into smart, actionable insights. Whether she’s mapping out the customer journey, running service optimisation reviews, or using her Lean Six Sigma & Prince2 powers for good, Lindsay’s always focused on making things work better - for customers and the teams who serve them.
He’s a magician at making sure your business has the right people, in the right place, at the right time. From spotting trends in complex data -even during unexpected disruptions - to creating operational plans that protect your customer experience, Ant delivers. Whether you need a full workforce strategy, coaching for your team, or just a light-touch review, he can help you get it right.
She designs and delivers engaging training across leadership development, change management, and customer experience - both onshore and offshore, and across varies industries including health, insurance, telco, & government. A skilled facilitator and certified instructional designer, Tanya combines best-practice training with real-world know-how to lift capability and drive performance. Whether it's creating content, running workshops, or supporting change, she makes it practical, impactful, and people focused
FAQs
Do you offer free consultantions?
We offer a free 30-minute consultation to discuss your needs and objectives. During this call, Bianca will guide you in the right direction and recommend the best solution based on your requirements. You will receive a follow up with a high level and tailored approach.
How big is your team?
As the Principal Consultant, Bianca taps into a network of expert consultants with specialised skills tailored to your business’s needs, ensuring you benefit from the best talent for every aspect of your project.
Are your services remote or face to face?
We offer both remote and face-to-face support, depending on your business’s needs. For instance, during the Connection phase, we combine on-site observations with remote data reviews to ensure our discovery process provides a comprehensive and accurate picture.
What are your certifications?
Bianca brings a wealth of experience from running her own Marketing Consultancy, coupled with 10 years in retail management and operations, and 20 years in the outsourced call centre industry, providing her with valuable exposure to diverse operational sectors. More recently, she has expanded her expertise into Career and Business Coaching. Her formal certifications include: •Certified Great Game of Business Coach •PRINCE2 Foundation and Practitioner •Certified DiSC Assessor •Kepner Tregoe Project Management Certification •Certificate IV in Assessment & Workplace Training •Bachelor of Communications/Associate Diploma of Marketing, Advertising & Sociology, Monash University •BA (Sociology), Latrobe University