Every business wants loyal customers—but loyalty doesn’t come from just solving problems. It comes from delivering consistent, thoughtful, and personalised experiences that reflect what customers truly need. At CSBA, we understand this better than anyone. As trusted customer experience specialists, we work alongside organisations to build deeper customer relationships that last.
Whether you’re in finance, health, education, or government, your customers expect more than just service—they expect connection. And that’s exactly what we help you deliver.
Who We Are
CSBA is a leading customer experience company headquartered in Australia. With more than two decades of hands-on experience across a wide range of sectors, we bring a practical, insight-led approach to improving the customer journey from the inside out.
Our team of dedicated experts includes researchers, analysts, quality assessors, and professional coaches who know how to translate feedback into action. We believe in evidence-based strategy, and we’re passionate about helping teams across all levels of your organisation improve their service delivery and communication.
What We Do
CSBA works with you to uncover how your customers actually experience your brand—whether through a phone call, a digital platform, or face-to-face engagement. We focus on identifying the moments that matter most, and how they can be elevated to create meaningful impact.
Our services are designed to guide businesses at every step of the customer experience journey:
1. Customer Experience Research
We offer custom research programs that combine quantitative and qualitative techniques to provide clear, reliable insights. From voice of customer studies to deep-dive interviews, we help you understand what drives satisfaction, frustration, and loyalty.
2. Quality Assurance Programs
CSBA’s quality assurance specialists assess real customer interactions to ensure service standards are being met. We don’t just look at compliance—we look at tone, empathy, and how effectively teams resolve customer issues.
3. CX Coaching & Training
We deliver engaging, targeted coaching to build skills across customer-facing and leadership roles. Using real-world examples and sector-specific scenarios, our coaching programs empower your team to deliver better outcomes every day.
4. Digital Experience Audits
Today, more customers interact with businesses online than ever before. Our team evaluates your digital customer journeys, from websites to apps, to ensure they are intuitive, user-friendly, and aligned with customer expectations.
5. Customer Journey Mapping
Through detailed workshops and analysis, we help your team visualise the complete end-to-end experience customers go through. This mapping becomes a powerful tool for identifying pain points, opportunities, and alignment across departments.
The Role of a CX Strategy Consultant
Behind every successful CX program is a well-structured strategy—and this is where a cx strategy consultant plays a vital role. At CSBA, our consultants work closely with stakeholders to design practical, achievable strategies tailored to your organisational goals.
Whether you’re just starting your CX journey or looking to take things to the next level, our consultants help:
- Define clear CX objectives
- Identify key metrics to track performance
- Align internal processes with customer expectations
- Design customer journeys that reflect your brand promise
Our approach is never cookie-cutter. We tailor each strategy to suit your organisation’s needs, culture, and resources—ensuring your people are equipped to deliver exceptional experiences every time.
Supporting Growth Through Customer Experience
More than ever, customer experience is a critical factor in brand growth. It influences reputation, referrals, and long-term value. That’s why so many businesses across Australia choose to invest in long-term customer engagement strategies.
As a trusted customer experience company, we have helped organisations:
- Increase customer satisfaction and retention
- Reduce complaints and service delivery costs
- Empower staff with the skills and tools to deliver better service
- Create service models aligned to modern customer expectations
When your customers feel heard and understood, they stay longer, spend more, and become advocates for your brand. That’s the power of investing in experience.
Why Customer Experience Matters in Every Sector
CSBA proudly supports clients across public and private sectors. We understand the different challenges each industry faces—from regulatory constraints in finance, to the emotional context of healthcare and the high expectations in education.
That’s why we take a sector-specific approach to every engagement. Our team of customer experience specialists will design a framework that suits your environment and stakeholders—without unnecessary complexity.
In utilities, we focus on contact centre performance.
In universities, we improve enrolment support and student services.
In health, we help teams navigate sensitive conversations with care.
In local government, we streamline processes for easier citizen engagement.
Whatever your focus, our goal is simple: help you deliver human-first experiences that build trust.
A Partner in Capability Building
As one of Australia’s respected customer service consulting companies, we know that sustainable improvement only happens when people grow. That’s why our programs don’t stop at insights—they’re built around helping teams adopt better practices over time.
Our learning and development solutions include:
- Interactive CX coaching
- On-site and virtual training sessions
- Frontline behavioural modelling
- Leadership alignment workshops
These programs are designed to suit all levels, from executive teams setting the vision to frontline staff delivering it daily.
Let’s Build Something Better, Together
At CSBA, we’re proud to be more than just consultants. We are partners, coaches, analysts, and passionate advocates for exceptional service. Whether your organisation is just beginning to explore customer experience or looking to embed it at a deeper level, we’re ready to support your journey.
Let’s create a future where every customer interaction is an opportunity to connect, engage, and deliver value.
Visit www.csba.com.au to learn more about how our customer experience specialists can support your goals.
