Fifth Quadrant CX

In North Sydney, Fifth Quadrant CX works on customer experience research, design and consulting. Its research comes before any redesign: it examines customers and markets, then helps organisations rework the experience they offer. It says its research combines proprietary methods with customer experience analytics and, increasingly, AI-driven tools, and that its evidence is meant to help clients anticipate change and make decisions with more confidence.

Market research and customer insight

The research work covers landscape and trend analysis, sizing of markets, attitudes and behaviour, and the evaluation of market opportunities. It also looks at the use of emerging technologies, platforms and channels, and at the supply chain and distribution that sit behind a product. Voice of customer programmes and integrated customer feedback management gather what customers say so that it can be acted on.

Experience tracking and design

Customer and brand experience tracking measures how people feel about an organisation over time. Customer experience design uses that research to shape memorable and valuable experiences, with customers and staff involved in co-creating the new approach. The firm's approach to design starts from deep customer insight rather than from assumptions about what customers want.

Strategy, redesign and transformation

Customer experience strategy is an organisation-wide plan that sets out a customer value proposition and the overall journey customers take. Downstream work includes design thinking and innovation, process redesign focused on the customer, and systems and technology transformation so that the new experience can actually run.

Case studies across sectors

The firm's published case studies include a child health and development check programme, the building of a workforce for the energy transition, consumer insight in the door handle market, and demand for net zero homes in the United States. Other work it lists covers bill payment trends in Australia, a decade of insight on Pacific exporters, brand strategy for a lens care business, electric vehicle demand, support for a new product launch, a cross-cultural study of the luxury SUV market, and work to refresh the member experience for a membership organisation.

Marketing services for CX professionals

Through its CX Spotlight channel the firm offers marketing services to reach business leaders and customer experience professionals across the region. These include webinars, independent expert insight, campaign development, articles and podcasts. Its stated values are integrity, improvement, inclusiveness, innovation and involvement.