Customer Experience Strategy
Put your customers at the heart of everything you do
Every experience matters
At The Strategy Group, we help you turn insight into action. Our CX strategies are grounded in real human experience and aligned with your organisational reality. We start by deeply understanding what matters most to your customers, and where the gaps lie between their needs and your operations.
Our approach is collaborative and human-centred. We bring customers and employees into the process, so your strategy is based on empathy, not assumptions. We help you align your people, systems and culture to consistently meet customer needs at every touchpoint.
Because CX isn’t just a strategy. It’s a mindset and a commitment to delivering meaningful experiences that create impact.
With The Strategy Group, your customers feel heard and supported through experiences that are thoughtfully designed and strategically delivered.
Our CX Framework
Designing customer journeys that create lasting impact
No two organisations are at the same stage in their customer experience journey. That’s why we never apply one-size-fits-all solutions.
We meet you where you are. Using globally recognised frameworks and deep local expertise, we help you uncover what your customers truly need, and where their experience is falling short. We map the current state, identify the moments that matter, and reveal points of friction.
From there, we co-design a practical, actionable CX strategy that reflects your unique goals and customer context.
But we don’t stop at strategy. We equip your teams with the tools and mindset to embed customer experience into everyday operations while making great service part of how your organisation works, every day.
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Our CX Offerings
Journey Mapping
Visualise the full customer experience, from first touchpoint to final interaction. We highlight pain points and moments that matter, all from the customer’s perspective.
Service Blueprints
Go behind the scenes. Our service blueprints map the internal processes, systems, and teams that support the customer journey, so you can design better, end to end.
Customer Insights
Turn research into action. We distil rich data into clear insights that shape experience-led strategies and drive business outcomes.
Delighting the Customer
Understand what truly delights your customers. Not just what works, but what wows. We reveal the emotional drivers behind memorable experiences.
Customer Research
We combine qualitative and quantitative methods to uncover what your customers truly think, feel, and need.
CSAT and NPS Scoring
Measure what matters. We use CSAT and NPS scoring to track performance, capture feedback, and identify opportunities to improve satisfaction and loyalty.
CSAT and NPS Scoring
Measure what matters. We use CSAT and NPS scoring to track performance, capture feedback, and identify opportunities to improve satisfaction and loyalty.
Featured Case Study: Sutherland Shire Council
WANT TO FIND OUT MORE?
Our values
We exist to transform human experiences.
contact@thestrategygroup.com.au
(02) 9388 9925
130/20 Spring Street
Bondi Junction
NSW 2022
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