Fifth Quadrant Credentials

8/16/2019 Fifth Quadrant Credentials

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ABOUT FIFTH QUADRANT


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FIFTH QUADRANT

Established in 1998, Fifth Quadrant is a Customer Experience Consulting, Research & Design

organisation. We provide strategic and operational customer experience management consulting,

qualitative and quantative customer research and design services.

Fifth Quadrant has one of the largest bodies of customer experience related research in Australia.


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WHAT WE DO

OUR CORE VALUE PROPOSITION

Because of our extensive consumer and customer experience industry research capability, Fifth

Quadrant is able to deliver an unrivalled level of knowledge, subject matter expertise, data and

proprietary methodologies to support our clients to achieve their commercial and customer

experience objectives.

Different to other management consultancies, we are able to offer an integrated programme includingcustomer research, diagnostic assessment, future state design and operational transformation.

The value generated for our clients is:

Significantly improved customer experience, value, engagement and loyalty

Increased revenue from both inbound and outbound customer interaction channels A reduced cost to serve

Increased profitability per customer


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OUR SERVICES

Customer Experience Consulting Services:

Customer Experience Strategy Development

Customer Experience Diagnostic Reviews &

Industry Performance Benchmarking

Multi-channel Strategy Development

Contact Centre Optimisation and

Establishment

Tender Management & Consulting

Customer Experience Research & Design

Services:

Qualitative and Quantitative Customer

Experience research

Customer Journey Mapping

Future State Customer Experience Design

Voice of customer (VoC) programmes

Customer storytelling

Customer Experience Industry Research & Analyst Services:

Customer Experience Industry Analyst Reports, Subscriptions,

Briefings and Data Services

Online Publishing for the Customer Experience Industry

including advertising and advertorials


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FIFTH QUADRANT CLIENTS


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ABOUT CUSTOMER EXPERIENCE


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Customer Experience is defined as the internal response of an individual to their

interactions with an organisation's communications, products, channels, technologies,

processes, people and environments. Internal response includes the thoughts, feelings,

senses, physical reactions and emotions experienced as a result of the experience.

As a result of a Customer Experience the person will have a level of Engagement (also

termed State Engagement) which is a physiological state. As a result of State Engagement

the customer will then display certain Future Behaviours including propensities to:recommend (Net Promoter Score); purchase (Yield); renew; or be retained.

CUSTOMER EXPERIENCE DEFINED


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CUSTOMER EXPERIENCE MODEL


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CUSTOMER EXPERIENCE STRATEGY MODEL


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CUSTOMER EXPERIENCE MATURITY MODEL

LOW CX MATURITY DEVELOPING CX MATURITY HIGH CX MATURITY

No Customer Experience strategy Department based Customer

Experience plans and projects

Customer Experience Strategy

developed as part of Enterprise-wide

Strategy

No defined Service Promise or Charter Defined Service Promise or Charter Embedded Service Promise or Charter

Limited, traditional customer channel

offering

Medium to high channel offering with

minimal integration

Seamless integration of all channels

providing 360 view of the customer

Internally focused culture Customer service focused culture Customer centric culture

Low employee engagement Medium employee engagement High employee engagement

Department based processes Operationally efficient processes Co-created customer led processes

Limited or no understanding of

customer needs & preferences

Customer satisfaction research Organisation wide Voice of Customer

(VoC) program & insights driving

continuous improvement

High customer effort Some areas of high customer effort Customer effort reducing program

Insufficient data & measurement for

KPIs

Channel or divisional based KPIs Holistic, enterprise-wide Customer

Experience KPIs

Disparate technology Some technology integration Integrated technology with reportingand data analytics capabilities


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FIFTH QUADRANT TEAM


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STEVEN NUTTALL

HEAD OF SALES AND MARKETING

JAMES ORGANCHIEF EXECUTIVE OFFICER

STEPHANIE BAUER

HEAD OF CUSTOMER

EXPERIENCE CONSULTING

RONENE CAUCHI

SENIORCUSTOMER

EXPERIENCE CONSULTANT

WILLIAM DIEU

SENIOR CUSTOMER EXPERIENCE

ANALYST CONSULTANT

FIFTH QUADRANT KEY PEOPLE

AGI METCALFE

SENIOR CUSTOMER EXPERIENCE

RESEARCH CONSULTANT


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Fifth Quadrant Pty Ltd is a Customer

Experience Consulting, Research and Design

company . We provide management

consulting, customer experience design,

service industry research and customer

research services.

ACA Research is a full-service market

research consultancy with particular

expertise in customised B2B research

and syndicated multi-client studies.

With a focus on supporting clients in

the healthcare, animal heath and

automotive sectors. Providing strategic

qualitative and quantitative research

solutions to support businesses in their

decision making .

FIFTH QUADRANT GROUP:

TWO COMPANIES UNDER THE SAME MANAGEMENT


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For more information or a customised

package please contact:

T: +61 2 9927 3399F: +61 2 9927 3327

E: [email protected]

W: www.fifthquadrant.com.au

Northpoint, Level 11, 100 Miller Street,

North Sydney, NSW, 2060, Australia

F: www.facebook.com/fifth.quadrant

T: www.twitter.com/5thQuad

L: www.linkedin.com/company/fifth-quadrant-pty-ltd ABN: 53 088 072 940 | ACN: 088 072 940

Documents

Fifth Quadrant Credentials