Today in Sydney, industry-leading boutique consultancy, The Bridge launches its specialist customer experience consulting business, CXO2.
It is no secret that Customer Experience (CX) is fast becoming the key battleground for competitive advantage.
Changing consumer expectations and the fight for talent coupled with the acceleration of emerging tech and AI is creating significant challenges (and opportunities) for CX across industries.
CXO2 has been launched to help business leaders drive CX transformation, either end to end across the whole business or in specific service areas.
CXO2 is a team of experienced, customer obsessed practitioners who have all worked in a wide variety of businesses and use their wins – and scars – when working side-by-side with leaders on all aspects of CX transformation; from Strategy, Operating Model, and Customer Journey Design; to 360 Degree Review and Health Check, Operational Transformation, Digitisation, Channel Optimisation, and Culture and Capability.
Using their tried and tested Triple Play Philosophy, CXO2 will focus on:
- Culture: To create organisational culture by design and to attract, develop, and retain people.
- Customer: To drive growth through improved customer experiences by understanding the Moments that Matter.
- Commercials: To build enterprise value, by focusing on the P&L and key priorities.
CXO2 as the name would suggest, has been specifically designed to ‘breathe life’ into customer experience and will take businesses CX to the next level.
Stuart Blake, Co-Founder and MD of The Bridge International said,“ I am delighted to launch our new business CXO2 as part of The Bridge International family, with Sara Elmstrom as CEO,”
“Sara is a well-known and respected executive leader with close to three decades of international experience including the UK, South Africa and Asia, spanning multiple industries.”
“She has been a Partner at The Bridge for nearly seven years and has successfully built our Customer & Operations practice working with our clients to foster deep customer experiences for leading brands,” said Blake
“Sara has also walked in the shoes of our clients having managed large scale customer operations for Wesfarmers, IAG, CCI, Virgin, AXA, TalkTalk and Coles. As CEO at CXO2 she has already built an impressive team of customer obsessed experts who are all leaders in their field.” he said,.
I cannot wait to see CXO2 lead and breathe new life into customer experience in Australia.” Sara Elmstrom, CEO of CXO2 said.
“I have always had an obsession with all things customer. This space has never been so exciting and important when it comes to business growth, change and transformation,”
“I’m a big believer in taking a digital first, not a digital only mindset, and truly understanding the problem we’re trying to solve before applying solutions. And that that means understanding when humans need humans and when it makes sense to leverage technology and AI,”
“CXO2 will meet the challenges in the CX space head-on with our pragmatic, tailored, and collaborative approach and a team who is equally passionate about working with clients to explore and design fit for purpose solutions that work.” she said.
