Fifth Quadrant Pty Ltd

Who we are:

Established in 1998, Fifth Quadrant is a Customer Experience Strategy, Design, Research & Analyst organisation.

We work across contact centre, online, social media, mobility, face-to-face, correspondence, & video customer interaction channels.

Download our credentials document.

What we do:

Our core service offerings include:

1. Customer Experience Strategy Development
2. Multi-channel Customer Experience Strategy Design and modelling
3. Customer Experience Design & Customer Co-creation
4. Customer Experience Research
5. Data Scientists and Analytics
6. Customer Experience and Contact Centre Operational Reviews
7. Customer Experience Industry Analyst Reports, Subscriptions, Briefings and Data Services
8. Customer Experience Training Programs
9. Online Publishing for the Customer Experience Industry

Because of our extensive consumer and industry research capability, Fifth Quadrant is able to deliver an unrivalled level of knowledge, subject matter expertise, data and proprietary methodologies to ensure organisations have highly effective customer experience strategies, design, models, operations, management and leaders.

Different to other management consultancies, we are able to offer an integrated programme including customer research, customer experience design, customer co-creation, 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

Some of our clients include:

BANKING, FINANCE & INSURANCE

MLC, AustralianSuper, NAB, ANZ , CBA , AG, Russell Investments, IAG

TELECOMMUNICATIONS & UTILITIES

Vodafone, Optus, Optus Business, Telstra, Origin, APG, Sydney Water, iinet

TECHNOLOGY

Avaya, IBM, Ricoh, Nuance, Canon, Genesys, Fujitsu, CSC, salesforce.com,Citrix, Oracle

GOVERNMENT

Service NSW, Australian Customs, DIIRD, NSW Police, VIC Gov, DIAC, OEH, TransLink, NT Police, NSW Transport

RETAIL & WHOLESALE

Bridgestone, AVIS, Caltex, Woolworths, NRMA, Specialty Fashion Group

Our Core Value Proposition:

"Better than the Big Houses"

We will provide better service and better value than the big consulting houses.

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

What is Customer Experience Strategy?

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.

Why is Customer Experience Important?

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 and purpose and the element that is most often undervalued for its impact on business performance.

Our Services:

Management Consulting Services:

1. Customer Experience strategy development
2. Customer Experience Design Thinking
3. Customer Co-creation programs
4. Diagnostic reviews of operations
5. Workforce optimisation services
6. Social Media Strategies
7. Outsourcing Tender Management & Consulting
8. Technology Tender Management & Consulting
9. Human Resource Management Consulting

Customer Experience Research:

1. Customer Experience research and benchmarking
2. Voice of customer programmes
3. Customer storytelling
4. Employee engagement research and benchmarking

Analyst Services:

1. Customer Experience industry market reports
2. Data modelling and Big Data strategies
3. Benchmarking services
4. Data enquiries
5. Location studies & advice
6. Briefings & events

Training:

1. Executive Development programmes
2. Supervisor, workforce management, Quality & Operations training
3. Frontline training

Online Publishing :

1. Customer Experience industry news
2. Whitepapers and case studies
3. Blogs
4. Webinars
5. Email broadcasts
6. Advertising and advertorials

Our People:

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, Operations and Research models and tools.

Dr Catriona Wallace and James Organ who have a combined 30 years of high-level research experience take the lead for Fifth Quadrant. Dr Catriona Wallace is a Customer Experience Futurist, Academic and Business Owner of Fifth Quadrant Pty Ltd, a Customer Experience Strategy & Research company and ACA Research, a full service market research firm. Dr Wallace has a PhD in Organisational Behaviour, is Adjunct Faculty at the Australian Business School, is the author of The Complete Guide to Call & Contact Centre Management, has a strong following of her blogs 'Your Call' and 'Devil Wears Grey'. Dr Wallace is one of the world's most cited commentators on customer experience trends. Dr Wallace conducts global research programs and works with Boards and CEOs to develop multi-channel customer experience strategies in order to respond to shifting balance of power between consumers and businesses - the coming of the Consumer Power Economy. Dr Wallace is also the mother of 5 children and is the founder of philanthropic funds - Indigo Express Fund and Kids in Philanthropy. Speaking Engagements Dr Wallace is an experienced international public speaker, who has been engaged to speak in the following countries: Australia Japan New Zealand China Singapore Hong Kong Malaysia India Philippines US Thailand Mexico Taiwan UK Indonesia France Korea Portugal Dr Wallace's speciality topics include: Global customer experience trends Consumer Power Economy and The Intention Economy Future trends in customer experience Consumer views on using new online channels such as social media and the web for customer service How to developing enterprise wide Customer Experience Strategy How customer experience relates to business performance Navigating through what is 'vendor hype' re new service channels and what is reality How well organisations perform in delivering service and why often they are a bit crap Women in business and why we don't see it the way the blokes do Women in philanthropy Dr Wallace's presentations are always evidenced based, that is, based on research data. Dr Wallace's expertise in Customer Experience Strategy and her research includes the following countries: Australia Japan New Zealand US Singapore Canada Malaysia Mexico Philippines Brazil India UK Indonesia France China Germany   Please see: www.youtube.com/the5thQuadrant   James Organ is owner and Managing Director of ACA Research and Fifth Quadrant. James has 17 years of research experience with extensive knowledge of research methodologies and particular expertise in the I.T., Contact Centre, and Automotive industries. James is especially proficient at handling difficult or complicated research briefs and presenting results in a clear and accessible way. Please contact Catriona or James to discuss your research needs: cwallace@fifthquadrant.com.au & jorgan@fifthquadrant.com.au.

Key People:   Stephanie Bauer | Head of Customer Experience Strategy Consulting | sbauer@fifthquadrant.com.au Claire Chow | Customer Experience Design Consultant | cchow@fifthquadrant.com.au Chris Kirby | Head of Customer Experience Research & Analyst Services | ckirby@fifthquadrant.com.au Ronene Cauchi | Senior Consultant, Workforce Optimisation | rcauchi@fifthquadrant.com.au William Dieu | Senior Consultant | wdieu@fifthquadrant.com.au Julie Trajkovski | Head of Online & Publishing | jtrajkovski@fifthquadrant.com.au

Contact Details:

Australia

Northpoint, Level 11, 100 Miller Street, North Sydney, NSW 2060, Australia

Phone: +61 2 9927 3399 | Fax: +61 2 9927 3327

email: info@fifthquadrant.com.au