Customer Pulse

Perceptive lines

Your roadmap to customer experience and business growth.

CXM to transform your business

Get more from your CX programme with Customer Experience Management (CXM).

Drive improvements and sustainable growth with Customer Pulse, our expert CXM advisory service that will turn your business truly customer centric.

Building on the insights of your Customer Monitor dashboard, our coaches will further your understanding of your customers, develop meaningful customer metrics, and improve these metrics using a guided experience management framework.


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Our award winning programme

2018 Australian Winner – Project of the Year, Continuous Improvement

2019 International High Commendation – Project of the Year, Continuous Improvement

2019 International Winner – Customer Pulse: Customer Service Executive of the Year

2020 International Winner – Customer Pulse: Customer Service Executive of the Year

2020 Service Champion – Project of the Year, Service Transformation


What you can expect


A foundation for growth

We’ll help you build the right foundations for full transparency and ownership over your business operations, measures of success, and accountability to your customers.


Ownership and accountability

Understand and improve the role every customer touchpoint has in your business—from staff, systems, processes, products and service offerings.


Customer experience excellent

Track, measure and report your customer metrics in a way that helps build customer advocacy and empowers your staff to improve operational effectiveness.


Easy, effective reporting

Our intuitive, yet powerful reporting makes it easy to assess how your business, team, and products and services are performing.


A high-performance culture

With our framework and expert guidance, you’ll upskill and uplift your team, transforming your business into a positive, high performing workplace.


Actionable insights

Gain data and insights that pave the way for practical and executable solutions, new capabilities and stronger business strategies. From gap analysis, leadership and benefit realisation, you’ll have the insights to drive sustainable market share growth.


Expertise at every step

With our guided framework, you’ll turn customer measurements into a customer experience management programme that delivers profitability and customer loyalty.

Customer experience starts in the workplace. Learn how to build the knowledge, processes and culture to truly transform your experiences.



Our framework

Customer Pulse follows a programme designed to build actionable and sustainable improvements to help businesses maximise their customer experience and growth.

The four-step process contains a series of modules that the Customer Pulse advisory team will work with you to implement and embed into your business.


Operational perspective

Foundation insights
1. Foundation
2. Build
3. Launch


Service perspective

Customer transformation
4. Reporting
5. People
6. Actions and initiatives
7. Customer

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Financial perspective

Business transformation
8. Gap analysis
9. Growth
10. Benefit realisation


Learning and growth perspective

Staff culture transformation
11. People
12. Training and coaching
13. Mastery

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*The Customer Pulse framework is aligned to the International Customer Service Standard (ICSS: 2020-2025).