With 20+ years of experience in all aspects of B2B customer experience strategy and implementation, Genroe can decrease time to value and increase total value achieved in your CX transformation.

Customer Experience Strategy

Like any other major business initiative, launching a successful Customer Experience change process requires the right strategy. Success does not start with a roll out plan. It starts with executive buy-in and a robust business case that creates an irresistible need to launch.

Our CX consultancy services cover:

Service Design / Customer Journey Mapping

cx strategy

Customer Journey Mapping outlines the steps of customer experience, from the customer’s perspective. With a good Customer Journey Map you can identify, understand and act on (improve) each aspect of the experience.

Our CX agency journey mapping services help you to uncover and map:

Culture and Change Management

Rolling out CX is a big change and it needs to be communicated effectively. If you don’t pro-actively manage the change, individuals and pockets of the organisation will resist reducing success and slowing time to value.

Our experienced Customer Experience consultants help you to design and launch a project management lead change process to:

Virtual CMO

CX Measurement Systems

If you want to manage it, first you need to measure it. Or so goes the saying.

So it is with CX.

As part of the CX initiative you need to implement systems to collect and manage information on the customer experience in real time. 

Genroe customer experience consultants can help you launch a system that’s best practice on day one.

Customer Research and Insights

Most CX programs require initial customer research and insights to understand the starting point and best approaches.

Our data scientists help you to understand what customers actually think.

lead generation services Australia

Angela Jones-Blayney

Reports produced by Genroe are of superior quality enabling the business to critically analyse its position to ensure decision making is sound and based on best practice data.

Michael Bray

Michael Bray

Genroe’s ability to be hands on with all areas of our business, guide each area of our business through the steps of introducing NPS into our BAU through outstanding communication, was their greatest strength.

Mark Burgess

The Genroe team helped us develop the strategy, systems and execution to go to market. Genroe are a very professional and supportive partner. The methods, systems and project management practices all work well to keep the project on-track.

Bernice McLeod

Every change that we want, or any idea that we have, we can talk to Genroe and they will make it happen or do something to make it happen to the same effect.

David Schekoske

Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with

Sam Riley

They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist.

John Moss

So, for me, it’s around the continued relationship and drive to improve our client loyalty, and just the sheer knowledge and experience in the Genroe team.

Jeff McLean

I know one of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership.

Michael McGough

I had a proposal which I needed to present to the CEO of our group, who without speaking with Adam or anyone at Genroe said, “How long did you guys talk this is super detailed, this is exactly what we need, go ahead”.

Renee Farnham

Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always!

Craig Scowen

[Genroe] have provided a sound platform for Wolters Kluwer to develop a world class customer experience program, the project is already delivering results and we fully expect this to continue into the future.

Peter Perla

If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge.

Russell Evans

A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it.

Joanna Thomas

Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers.

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