FIFTH QUADRANT

CREDENTIALS

ABOUT FIFTH QUADRANT

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.

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 including
customer 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

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

ABOUT CUSTOMER EXPERIENCE

CUSTOMER EXPERIENCE DEFINED

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 MODEL

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 reporting

and data analytics capabilities

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FIFTH QUADRANT TEAM

FIFTH QUADRANT KEY PEOPLE

JAMES ORGAN
CHIEF EXECUTIVE OFFICER

STEPHANIE BAUER
HEAD OF CUSTOMER
EXPERIENCE CONSULTING

STEVEN NUTTALL
HEAD OF SALES AND MARKETING

RONENE CAUCHI
SENIOR CUSTOMER
EXPERIENCE CONSULTANT

WILLIAM DIEU
SENIOR CUSTOMER EXPERIENCE
ANALYST CONSULTANT

AGI METCALFE
SENIOR CUSTOMER EXPERIENCE
RESEARCH CONSULTANT

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FIFTH QUADRANT GROUP:

TWO COMPANIES UNDER THE SAME MANAGEMENT

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 .

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For more information or a customised

package please contact:

T:
F:
E:
W:

+61 2 9927 3399

+61 2 9927 3327
info@fifthquadrant.com.au
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