What we do

What Resonate Solutions does, customer experience

Our Clients

Customer Experience Advice, Technology and Solutions

End-to-End Customer Experience Management

Resonate brings over 10 years of experience in the end-to-end management of customer experience (CX) systems that brands including Rebel, Expedia, Optus, and Virgin Mobile have taken advantage of.

We partner with our clients to:

  • Manage CX
  • Operationalise CX
  • Systematically improve CX
  • Drive their business forward
  • Deliver value beyond a product or service

Following our listen-act-discover-improve methodology we can design and fit a solution that is catered to your business.

Expert Advice

Our team of business specialists have a wealth of knowledge and experience in the design, implementation and management of customer experience programs utilising the Net Promoter Score® (NPS) model.

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Cloud Technology and Products

Our technology stack is designed in line with our listen-act-discover-improve methodology and is easily integrated into businesses both large and small.

Roll-out time is quick and easy because our systems have little impact upon IT whilst being secure.

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Advanced Solutions

Our combination of advice and technology provides us with an unbeatable solution. We work closely with our clients to identify how customer insight could be leveraged, the roles that could be supported and empowered with better customer insights, and the operational rhythms associated with that role.

This approach to customer experience allows us to provide you with a solution that puts customer insight into the hands of people at the right time, allowing you to inform your people, decisions and strategy.

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What Our Clients are Saying

Resonate has successfully rolled out and refined a transactional NPS platform across a 400 plus store network in China over the past three years. The program has been instrumental in establishing customer focus at a store level, and systematically increasing NPS across the network. The innovation, adaptability and resilience of the Resonate team has been greatly appreciated.

Jim Thompson
Chief Operating Officer, Walmart

Resonate has been instrumental in the rapid roll-out of NPS programs across a wide range of Optus Sales business units whilst maintaining high levels of quality & data integrity. Resonate have been a reliable source of thought leadership & advice as we have moved into new phases of the broader NPS Program roll-out.

Kathryn Adams-Erwin
Customer Experience Manager, Optus

Resonate has enabled us to truly understand our customers and their experience with the Brand. The implementation of their Pulse “flying cards” system combined with their advice has not only ensured customer experience is top of mind at Expedia but also enabled us to drill down and obtain actionable insights to improve the customer experience.

Justin Lee
Director of Customer Experience AU & NZ, Expedia

The Super Retail Group have utilised Resonate’s flexible NPS platform and worked closely with their experienced CX consultants since 2011. This partnership has ensured that customer insights are actionable and disseminated into every business unit from merchandising to staff training.

Daryl D’Cruz
Head of Digital & Data, Sports Retailing, Super Retail Group

Resonate has rolled out over 16 touch point survey programs & four waves of the Market NPS program across multiple business units & stakeholders in the first year of our closed-loop feedback program. Resonate have been instrumental in the successful establishment of the broader NPS program at Optus by providing a rapid and agile service in a complex business environment.

Andrew Sinclair
Group Manager Transformation & Strategy, Optus

Offers and Downloads

Rebel has become the leading retailer of sporting and leisure goods in Australia with an extensive network of over 90 stores. Long before most retailers were focusing on customer experience, Rebel’s Executive team believed in the importance of customer centricity…

Our CX Health Check will help you to define the insights you need to inform your strategy. The CX Health Check, is a 45 min workshop that will show you how to: Identify the Critical Factors for your customers Understand…

Free Training and Workshops

How can NPS be used to inform marketing decision-making? By measuring and tracking NPS data organisations can understand the drivers of the business and begin to utilise the data to inform and drive marketing. In this white paper we investigate…

White Papers

Why is it that many Customer Experience (CX) programs, often after years of success can get stuck – hit a glass ceiling? Something has worked and we appear to have reached a tipping point in acknowledging the critical role of…

Looking for a something to help kick start your CX Program? Filled with practical help, tips and worksheets, this guide we take you through: What customer experience is What NPS is Why closed loop feedback is important to CX program…

Most companies now understand the value of being customer centric and are focusing efforts on improving and developing programs designed to deliver an amazing customer experience. This is all well and good, but how can you take the next step…