Supplier directory

Contact centre and customer experience consultants

Need expert help with your contact centre or customer experience? Compare consultants for strategy, operations, technology selection, AI and outsourcing advice.

Each consultant shows what they specialise in and where they work, so you can find the right expertise quickly.

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30 suppliers

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CX Consult

Australian-based CX Consult provides specialist call centre consulting, including health checks, optimisation, outsourcing, etc., for call centres of all sizes.
- CX strategy & design
- Contact centre operations & performance
- Technology selection & implementation
- Outsourcing advisory
Also offers AI & automation · Workforce management · Quality & coaching · Customer insights & research · Contact centre technology · Recruitment & training

Based in Australia Listed since 2026
View profile Visit website for CX Consult (opens in a new tab)
Wonder Works Digital

Wonder Works Digital Digital made human, for organisations with purpose. Wonder Works Digital is a Melbourne-based digital marketing agency helping purpose-driven organisations grow through customer-first thinking.
- CX strategy & design
Also offers Customer insights & research

Listed since 2026
View profile Visit website for Wonder Works Digital (opens in a new tab)
JMCX

CX & Loyalty Consultant helping brands unlock growth through customer journey mapping, lifecycle marketing and CRM strategy. I identify loyalty leaks, align teams, and turn CX strategy into…
- CX strategy & design
Listed since 2026
View profile Visit website for JMCX (opens in a new tab)
More suppliers in Consulting & implementation
AM
Athena Management Consulting
- Contact centre operations & performance
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AU
Automatorr
- Contact centre operations & performance
- Technology selection & implementation
- AI strategy & adoption
Also offers AI & automation

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BA
Bain
- CX strategy & design
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BA
BBB Advisory
- CX strategy & design
- Contact centre operations & performance
Also offers Recruitment & training

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BM
Bearded Man Consulting
- CX strategy & design
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CD
Customer Driven Solutions
- CX strategy & design
- Contact centre operations & performance
- Technology selection & implementation
- Outsourcing advisory
Also offers Workforce management · Contact centre technology

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CS
Customer Science
- CX strategy & design
- Contact centre operations & performance
- Technology selection & implementation
- AI strategy & adoption
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CC
CXP Customer Experience Solutions
- CX strategy & design
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DE
deliberatedge
- Contact centre operations & performance
Also offers Workforce management

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DL
Derek Lafleur Consulting
- Outsourcing advisory
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EG
Exceed Global
- CX strategy & design
Also offers Recruitment & training

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FQ
Fifth Quadrant
- CX strategy & design
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GG
GBC (Greg Bailey Consulting)
- CX strategy & design
- Contact centre operations & performance
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HU
Humind
- CX strategy & design
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LI
LimeBridge
- CX strategy & design
- Contact centre operations & performance
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MS
Manage Smart
- CX strategy & design
Also offers Quality & coaching · Recruitment & training

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OP
Optus
- Technology selection & implementation
Also offers Contact centre technology

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Buyer's guide

Hiring a contact centre or CX consultant? What to know before you engage one

Overview

What can a contact centre or CX consultant do for you?

Contact centre and customer experience (CX) consultants bring specialist expertise you may not need full time: an independent view, proven methods and experience from many other organisations.

Choose a consultant by the problem you need solved:

CX strategy and design: customer journey mapping, service design and the roadmap to improve customer experience.
Contact centre operations and performance: health checks, operating model reviews, quality frameworks, KPIs and cost-to-serve.
Technology selection and implementation: requirements, tenders, vendor evaluation and implementation support.
AI strategy and adoption: use cases, business cases, governance and pilots for AI in customer service.
Outsourcing advisory: whether to outsource, choosing a BPO, contracts, transition and rescue.

Workforce planning specialists are listed under workforce management services. See customer experience in the ACXPA glossary for the basics.

When to engage

When does a consultant pay for themselves?

Before a big decision: a new platform, outsourcing, or a major change to your operating model, where an independent view can prevent a costly mistake.
When results stall: service levels, quality or costs are going the wrong way and you need a diagnosis, not more guesswork.
For specialist skills you lack: tender writing, AI governance or workforce planning that your team doesn't do every day.
To move faster: extra capacity to deliver a project without adding permanent headcount.

If you need ongoing capability rather than a project, consider training your own team instead, or as well.

How to choose

How do you choose the right contact centre consultant?

Good consultants are clear about outcomes, honest about what they don't do and happy to put you in touch with past clients.

Define the problem and the outcome

What needs to change, by when, and how you'll measure success.
Match their experience

Look for consultants who have delivered the same kind of work, in organisations of a similar size and industry.
Check independence

For technology, AI and outsourcing advice, ask whether they receive commissions or referral fees from vendors.
Meet the people doing the work

Make sure the experts you meet are the ones who will deliver, not just sell.
Agree scope, deliverables and fees

A clear statement of work, a fixed price or capped fees, and what happens if the scope changes.

Questions to ask

What should you ask every consultant before you engage them?

What outcomes will you commit to, and how will we measure them?
Are you vendor-neutral? Do you receive any commissions or referral fees?
Who exactly will do the work, and what is their experience?
Do you help with implementation, or stop at recommendations?
Can we speak to clients where you did similar work?
How will you transfer knowledge so our team can carry on without you?

Learn more

Want to sharpen your brief first? Free ACXPA resources

A clear brief gets better proposals. These resources help you define the problem before you talk to consultants.

FAQs

Contact centre consulting FAQs

What does a contact centre consultant do?

They help you improve how your contact centre performs: diagnosing problems, designing operating models, selecting technology, planning outsourcing or AI, and supporting the change.

What is the difference between a CX consultant and a contact centre consultant?

CX consultants look across the whole customer journey, from marketing to service. Contact centre consultants focus on the operation that handles customer contact. Many firms do both.

Should I use a consultant to choose my contact centre software?

It often pays off for larger or complex projects, especially to write requirements and run a fair tender. Choose one who is independent of vendors. See technology selection consultants.

How are consultants charged?

Usually by day rate, a fixed price for a defined project, or a retainer for ongoing advice. Ask for a fixed price or capped fees wherever the scope is clear.

How are suppliers ordered on this page?

Suppliers with a paid listing appear first, followed by everyone else. Our page on how suppliers are ordered explains the detail.

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Contact centre and customer experience consultants

Narrow it down

30 suppliers

What can a contact centre or CX consultant do for you?

When does a consultant pay for themselves?

How do you choose the right contact centre consultant?

Define the problem and the outcome

Match their experience

Check independence

Meet the people doing the work

Agree scope, deliverables and fees

What should you ask every consultant before you engage them?

Want to sharpen your brief first? Free ACXPA resources

Contact centre consulting FAQs

Supplier in this space? Make sure buyers can find you