IBRS Radar: Customer Science Group

Overview of the Company

Founded in 2014 by Todd Gorsuch, the company has since grown to over 50 staff and contractors, with offices in Sydney, Melbourne, Brisbane, Perth, and Auckland. Customer Science Group has a strong focus on the Australian market, with 60 per cent of its clients being in the government sector.    

They offer a range of CX solutions and services, including:

• CX research and design
• CX consulting and professional services
• CX automation and technology
• CX people and contractors
• CX reporting    

Customer Profile

The company’s solutions are designed to help organisations of all sizes, but they have a sweet spot for mid-to-large organisations in the corporate, health, and government sectors.    

Their ideal clients are those with executives or boards willing to explore innovative client service, even if it is disruptive. This commitment involves more than just recognising the importance of CX; it means actively finding ways to enhance interactions and relationships with customers at all touchpoints.

Furthermore, the ideal customer for the Customer Science Group likely has an understanding of their own customer journeys. However, they may not yet have mapped out the various stages and touchpoints that customers encounter as they interact with their brand in detail. This understanding allows them to identify pain points, opportunities for improvement, and areas where they can deliver exceptional experiences.

Finally, the Customer Science Group seeks organisations that are willing to invest in the necessary technology and people to achieve their CX goals. They recognise that delivering outstanding customer experiences requires the right tools and skilled individuals who can leverage those tools effectively. This investment demonstrates a commitment to long-term success and a belief that CX is a key driver of business growth.

Growth Strategy

The company offers a range of services across four main areas: 

• CX: research, design, consulting, and outsourcing
• Digital: service design, transformation, information management, and digital health
• People and Business: contracting specialists, workforce automation, and business consulting
• Technology: automation, contact center technology, and business technology  

Their growth strategy centers around providing comprehensive solutions, exemplified by their AI Accelerator program. This program is a packaged advisory and consulting solution focused on rapidly proving the ROI of AI in contact centres, enabling secure and compliant adoption.

They also have a product, a reporting front-end for services specifically designed for call center environments. It collects data from various systems, including phone systems, into a central repository, providing real-time reporting and access to underlying data tables often hidden by other products. This allows for the creation of digital dashboards and the integration of AI features. The company uses this product as part of its consulting services. It leverages a partner ecosystem to deliver comprehensive solutions, acting as a service aggregator to provide best-of-breed options to clients, similar to larger consulting firms.

IBRS Takeouts

Customer Science Group is a well-established and respected CX consultancy offering various solutions and services that can help organisations improve their customer service performance. The company has a strong focus on the Australian market and a deep understanding of the corporate, health, and government sectors.  

Organisations considering implementing a new CX or service solution may wish to include  Customer Science Group on their shortlist of consultancies. In addition to the consulting services, some clients use Customer Science Group as a ‘master contractor’ when pulling together multiple CX solutions, such as call centers, AI and chat services, online e-commerce solutions, etc.

Disclaimer

IBRS Radar papers are not endorsements. They are part of our commitment to raising the capability of the domestic ICT industry.

The IBRS Radar series provides high-level snapshots of local Australian technology vendors and service providers. The goal of these snapshots is to raise awareness of local firms that may be overlooked by the large international advisory firms, or that may lack the marketing budget of the industry giants.

IBRS selects these vendors based on their progress within and relevance to trends in the Australian ICT landscape. These snapshots are not paid engagements. In most cases, the organisations selected for IBRS Radar come to IBRS’s attention during conversations with their clients and during our regular conversations with senior local ICT executives and their teams.

Information presented in these snapshots is gathered through interviews with the vendor’s senior executives and, when possible, validated by discussions with their clients. 

If you wish to explore the relevance of a vendor to your own projects, you can submit an inquiry to IBRS.