our vision
The Directors of Customer Driven are like-minded in their passion for developing organisations to create customer experiences that build customer loyalty, and at the same time they bring together a diversity of skills that can make it happen.
The Directors started their career in a company that was highly customer focused and they spent much of their time building organisational capability to deliver to customer driven strategies for that company. Since that time, the Directors have each been accountable for developing high performing customer service and sales operations across a number of businesses, within a number of industry sectors.
In 2014 they decided to reunite to form Customer Driven Solutions, and help Australian Business develop their customer service operations to deliver truly customer driven services profitably.
Everyone in the team at Customer Driven solutions have been accountable for delivering results within some of the most reputable Australian businesses and therefore have a deep understanding of how to make change within organisations and are focused on producing outcomes.
We pay great attention to
finding out what customers want
& helping them get it
What We Do
We Create Pathways to Customer Advocacy
Customer Insight
We gain an understanding of your customers’ needs, expectations and what they value in their interaction. By understanding your customers’ expectations we better position your business to meet or exceed these expectations.
- Qualitative customer research
- Voice of the Customer models
- Customer Effectiveness Surveys
- Qualitative customer research – Determines customer needs, preferences and behaviours, that may lead to segmentation.
- Voice of the Customer models – Involves gathering customer feedback, adding analytics to understand satisfaction drivers.
- Customer Effectiveness Surveys – Customer Effectiveness surveys Post customer contact survey to gauge the effectiveness of the customer interaction against known customer preferences and propensity to advocate.
Customer Service Design
We develop customer service from the “outside in” or based on customer needs, rather than “inside out” based on organisational beliefs and constraints.
We work with you to design a tailored customer experience solution, ensuring the right organisational alignment and capability is developed to deliver these propositions effectively and efficiently.
- Customer insights to service propositions
- Customer segmentation
- Customer journey mapping
End to end service design
Diagnostic Tools
Our range of diagnostic tools measure performance to strategy and goals. The diagnostic outcomes allow for the creation of clear and effective strategic and operational business plans.
- Knowledge and Procedural Guidance Effectiveness
- Learning and Development Effectiveness
- Leadership Styles and Culture
- Customer Insights & Feedback
- Employee Engagement
- 8 Elements of Operational Edge
- Workforce Management (WFM-7)
Organisational Design
Great organisational design doesn’t happen by chance. It is the product of alignment between strategy, systems, and processes to accomplish organisational goals.
- Goal alignment to strategy
- Organisational structure to goals
- Role and functional design
- Cultural alignment to strategy
- Change management
- Leadership development and sales, service training
Using our experience and the principles of good design we analyse what works well and what doesn’t and we implement solutions that align to business objectives.
Operational Delivery
We help you understand the root cause allowing for a clear and targeted performance improvement plans. We educate your team on how to deliver and put in place measurable systems and processes, which will see you continually improve performance.
- Performance Driver Analysis
- Variation Management
- Workforce Management (WFM-7)
- Coaching and Performance Management
- Recruit-Induct-Retain & Engage Model
Our Team
Peter Trowbridge
Director
Peter Trowbridge is one of the founding Directors of Customer Driven.
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Leisha Carter
Head of Workforce Management
A highly-skilled manager and analyst, Leisha has more than 20 years of experience over all facets of Contact Centres. Her expertise lies across Workforce Management, Contact Centre Operations, Operational Analytics, Business Improvement, Strategy and Outsourcing.
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Nicola McDonald
Head of Knowledge Management
Highly organised, with a keen eye for detail and prioritisation, Nicola has experience overseeing multiple projects while communicating with a wide range of internal and external stakeholders. As a key part of the Customer Driven Knowledge Management team, Nicola has helped to develop and define Customer Driven’s Managed Service offering, creating standardised best practice processes to managing KM databases across a range of industries. As the Head...
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Reece Temple
WFM & Cloud Solutions Manager
Reece is an experienced Workforce Planning professional with a demonstrated history in leadership. He is skilled in coaching, customer-focused sales environments, contact centre operations, workforce management, budget delivery and capacity/forecast planning. Reece is responsible for leading WFM projects for clients like Tabcorp and Winc.
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Greg Flaherty
Head of Client Partnerships
Greg is a partnership focused Customer Experience Executive with a passion for improving business results. Greg brings with him over 20 years hands on experience managing large, medium and small multi-site operations both onshore, near shore and offshore and a proven track record in designing customer experience solutions to drive improved cost efficiencies, increased employee engagement, improved customer satisfaction...
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Ainslee Holman
Senior Consultant - Training and Organisation Development
Ainslee Holman is a Customer Driven Senior Consultant that brings with her background as a highly skilled people leader and Leadership Development professional.
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Brooke Fletcher
Senior Consultant and Training Lead
Brooke has over 12 years of experience in the Knowledge Management (KM) arena, as both a business practitioner and consultant.
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Fiona Vanderlinde
Senior Consultant – Knowledge Management
Fiona is a Senior Business Analyst with over 13 years of experience in optimising business outcomes through reviewing, analysing, evaluating, recommending and documenting business needs, processes, systems and user needs.
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Hayley Jansen
Knowledge Management Lead Analyst
A Knowledge Management Lead Analyst, passionate about the vital link between effective knowledge management and exceptional customer service.
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Brooke Moen
Administration Manager
As Administration Manager, typically working behind the scenes, Brooke oversees our finance and administration needs supporting the team to deliver superior outcomes for our clients
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Debbie Dicken
Senior Workforce Analyst
A proactive and results-oriented analyst, Debbie has over 10 years of experience in call centre operations, working for notable global and domestic call centre operations. Debbie has the ability to manage all facets of crucial workplace projects and operations skills such as forecasting, planning, scheduling and the adjustment of resources to meet business objectives.
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Anders Tuominen
Workforce Analyst
Anders has over 14 years of experience in real time management, scheduling, reporting and data source integration.
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Cearan Graham
Workforce Analyst
Cearan is a leading Workforce Management expert with over a decade of corporate management level experience within Contact Centres.
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Melbourne Office
10 Cremorne Street
Cremone
Victoria 3121
Brisbane Office
Unit 6C, 23 Breene Place
Morningside
QLD 4170
Contact details
Email: contact@customerdriven.com.au
Phone: 1300 724 524