Customer Experience Agency
You had me at hello.
Customer experience starts the first time someone hears your name — an ad, a search result, a recommendation over coffee — and it never really stops.
Every touchpoint after that either builds trust or spends it. We design the whole experience, from first impression to renewal, so it works for your customers and feels right to them.
Easier isn't enough.
For some, CX stops at the idea of removing friction — fewer clicks, faster answers, no dead ends. It's essential, but these days it's also expected.
Easy gets customers through. How it feels decides whether they stay. How an experience feels is often the strongest predictor of loyalty, retention and advocacy.
So we design for both — the functional, so it works, and the aspirational, so it means something. Customers who believe in you, remember you, come back to you. And tell other people about you.
Better for the people who use it. And the people who deliver it.
An experience is only as good as the team behind it. A beautiful journey that's a nightmare to run will have a hard time surviving a busy Monday.
So we design the front stage and the back stage together — what your customers see, and the tools, systems and training your people need to deliver it. When it works for your team, it works for your customers.
Proud to have worked with
How we rebuilt the Market Matters experience — from trial to renewal.
A complete CX overhaul for one of Australia's premium investment commentary services, covering every stage of the member journey.
95% increase in online sales
78% increase in leads created
The CX loop.
CX isn't a phase that ends when the workshop does. It's folded into everything we make — the brand, the website, the comms, the CRM. And because the same small team handles all of it, what we learn about your customers shows up in every piece.
Listen
Research, benchmarking, audits, interviews and workshops.
Test
Designs prototyped and tested before anything is locked in.
Build
Whatever it needs — site, comms, CRM, brand.
Refine
Run, monitor, measure, and keep improving.
CX services.
Just some of the ways we make sure the customer comes first:
CX strategy
A clear picture of who your customers are, what they need at each stage and where your experience should stand apart — tied to commercial goals, not sentiment.
Research, audits & journey mapping
Customer research, competitor benchmarking and experience audits, mapped into the real journey across every channel — showing where people get stuck, drop off or light up.
Service design & team enablement
The moments that matter — onboarding, support, renewal and the awkward bits in between — designed, then handed to a team that's onboarded and trained to deliver them.
Experience design & build
The website, the comms, the brand moments — designed and built in-house, so what the research found is what customers actually get.
Sales & service experience
How enquiries are answered, followed up and supported — built, run and monitored across your CRM platform. More than automation: the follow-up, the reassurance and the response that make people feel looked after.
Loyalty & advocacy
Programs, communications and product moments that give customers reasons to stay — and reasons to recommend you.
Measurement & optimisation
Retention, conversion, lifetime value, NPS — tracked and reported, so every turn of the loop is better than the last.
CX keeps the work connected to the customer. AI keeps the maker connected to the work.
Together, experiences get smarter without getting colder — support that triages and routes itself, assistants that help your team answer faster and better, follow-ups that land at the right moment.
Questions, answered.
What does a CX agency do?
A customer experience agency designs how a business feels to deal with, across every interaction. That includes CX strategy, customer research and journey mapping, service design, CRM and lifecycle communications, loyalty programs and measurement. At Cartercarter we also design and build the brand, websites and marketing that deliver the experience, so the strategy doesn't stall at the handover.
How is CX different from UX?
UX (user experience) is usually about a single product or interface — how easy your app or website is to use. CX (customer experience) is the sum of every interaction with your business: marketing, sales, product, support, billing and the people behind them. Good UX is part of good CX, but a beautiful app won't rescue a frustrating renewal process. We work across both, led by a founder who has run UX teams and CX programs for some of Australia's largest companies.
What does a CX project cost?
A journey-mapping sprint or CX audit is a contained, fixed-scope engagement. A full CX program — research, strategy, service design and CRM lifecycle build — is larger and typically phased. We scope through our 4D process and quote on a time and materials basis, with each phase priced before it starts. Our senior team and behavioural specialist are involved throughout, without big-agency overheads.
How do you measure customer experience?
With a mix of outcome and experience metrics chosen for your business: retention and churn, conversion at key journey stages, customer lifetime value, NPS or CSAT, and support volume and resolution time. We set the baseline in Discover, instrument the journey in Deliver, and report in a way you can act on.
How do we get started?
Tell us where customers are getting stuck — or where you suspect they are. We'll begin with a conversation, then a Discover phase: typically stakeholder interviews, customer research and a first-pass journey map that shows where the biggest opportunities sit.