Customer Science

What Customer Science does

Customer Science Group is a Sydney-headquartered customer experience (CX) and digital transformation consulting firm founded in 2014, serving over 300 Australian enterprise and government clients. It delivers professional services spanning CX strategy, contact centre optimisation, service design, AI and automation, management consulting, value management, and contracting/staff augmentation, with deep vertical specialisation in government (Service NSW, ATO, NSW Treasury, NSW Rural Fire Service, Australian Digital Health Agency), healthcare (BUPA, St Vincent's Health), and commercial sectors (MYOB, Bunnings, Optus, Tyro Payments, Spotlight).

The firm complements its consulting practice with a proprietary software portfolio. Customer Science Insights provides real-time BI and reporting with 130+ pre-built connectors to call centre and cloud technology, integrating with Microsoft Power BI. Knowledge Quest uses AI to convert live customer interactions into brand-aligned knowledge articles with health reporting. CommScore.AI applies AI to score and improve customer communications. These are wrapped by CX Integrator, a managed-service platform that combines consulting, proprietary IP, and a technology partner ecosystem spanning SS&C Blue Prism, UiPath, Microsoft, Rainbird, and OpenAI into a single point of accountability for clients.

Customer Science monetises through quote-based multi-year consulting engagements, subscription or usage-based software licensing, contracting/staff augmentation, and managed services. ISO 9001:2015 and ISO 27001 certifications plus NSW Government panel listings (SCM0005, SCM0020) materially de-risk government procurement. In FY25 revenue reached AUD $12.15M (up 52.75% year-on-year), the workforce grew to 58 full-time employees, and the firm acquired Friendly Persuasion to establish a CX communications division. Geographic expansion into the UK and US is underway, led by a newly appointed COO.

Name

Customer Science

Legal name

Customer Science Group

Website

https://customerscience.com.au

Company type

Private

Founded year

2014

Operating status

Operating

Headcount range

11–50 employees

Short description

Customer Science Group is a Sydney-based CX and digital transformation consulting firm serving 300+ Australian enterprise and government clients with consulting, AI software, automation, and managed services across healthcare, government, and commercial verticals.

Ownership category

akta.pro rank

Product category

Customer Experience Consulting

NAICS

Management Consulting Services (54161), Custom Computer Programming Services (541511), Other Scientific and Technical Consulting Services (54169)

SIC

Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

Customer Experience (CX) & Digital Experience (BPAHAEAC)

akta.pro secondary industries

Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK), Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ), Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK)

Keywords

• Customer experience consulting
• Contact centre analytics
• AI knowledge management
• Robotic process automation
• Digital transformation services

Headquarters

HQ city

Sydney

HQ country

Australia

HQ region

Oceania

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales

Revenue model

1. CX Consulting Services: Professional consulting services for customer experience transformation, digital transformation, management consulting, and service operationalisation. Services include CX strategy, service design, contact centre optimization, AI & automation, business technology, and management consulting.
2. Software Products: Proprietary software products including Customer Science Insights (BI/reporting), Knowledge Quest (AI knowledge management), and CommScore.AI (communication scoring). Subscription or usage-based pricing for SaaS products.
3. Contracting & Staff Augmentation: Supply of specialist CX, digital, and technology contractors to bridge client capability or capacity gaps. Provides elastic workforce solutions with talent as a service model.
4. Managed Services (CX Integrator): Managed service model providing end-to-end CX delivery with single point of accountability. Self-funding models or rapid ROI approach.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels6 records

Core offering

Customer Science is a Sydney-based customer experience and digital transformation consulting firm that designs and operationalizes CX strategy for enterprise and government clients. It bundles professional consulting services with proprietary AI-powered software products (Customer Science Insights, Knowledge Quest, CommScore.AI) and a managed service wrapper (CX Integrator) covering CX strategy, service design, contact centre optimization, AI/automation, business technology, and management consulting.

Product overview

Customer Science's product portfolio is structured as a platform-plus-products model anchored by the CX Integrator managed service. The core product suite consists of three AI-powered tools: Customer Science Insights (a real-time BI and contact centre reporting dashboard with 130+ connectors), Knowledge Quest (AI-powered knowledge management that converts live interactions into brand-aligned knowledge), and CommScore.AI (AI-powered customer communications scoring). These are complemented by the CX Integrator platform, which acts as a single-point-of-contact managed service unifying consulting services, technology partners, and the product suite. Additional offerings include CXiaaS (CX Integration as a Service), an internal AI chatbot (cxGenius), and an AI Accelerator programme.

Differentiator

Problem solved

Functional benefit

Brands

• Doll Martin Associates: Management consulting division with 40-year history providing comprehensive management consulting services in strategy, governance, performance, and transformation
• CX Integrator
• Customer Science Insights
• Knowledge Quest
• CommScore.AI

Products and services

• Customer Science Insights Real-time reporting and analytics dashboard that connects to over 130 call centre and cloud technology connectors out of the box, transforming contact centre data into dashboards, reports, or external BI tools for enterprise and government contact centre operators.
• Knowledge Quest AI-powered knowledge management tool that converts live customer interactions into brand-aligned knowledge articles and answers, with built-in knowledge health reporting and management.
• CommScore.AI AI-powered communications scoring and analytics tool that provides instant scoring and actionable insights for customer communications, aligned to brand standards while reducing costs and improving satisfaction.
• CX Integrator Managed service model providing a single accountable partner to unify strategy, execution, and technology across customer and employee experience transformation, integrating Customer Science's consulting services, products, and technology partners.
• CXiaaS (CX Integration as a Service) Real-time reporting and analytics add-on delivering a dashboard of service statistics with over 130 connectors to call centre and cloud technology, connectable to existing BI tools.
• CX Consulting & Professional Services Professional consulting engagement for CX strategy and planning, designing, deploying, or improving customer experience services for enterprise and government organizations.
• CX Research & Design Customer and user research, persona development, journey mapping, and service design delivered as a standalone engagement for organizations seeking CX insights.
• AI & Service Automation AI and robotic process automation services that create a digital workforce for clients using platforms such as SS&C Blue Prism, UiPath, Microsoft Power Automate, Rainbird, and OpenAI.
• Management Consulting Management consulting covering strategy and policy, governance and performance, transformation and change, and business cases and procurement, including the Doll Martin Associates sub-brand with a 40-year history.
• Contracting & Staff Augmentation Supply of specialist CX, digital, and technology contractors to bridge client capability or capacity gaps, including agile SWAT teams for discrete projects with team design and IP transition.

Quantifiable outcome

• Revenue growth of 52.75% from FY24 to FY25
• +5 more outcomes

Named customers17 records

Segments3 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration1 record

AI capability5 records

Feature5 records

Partnerships

Four partnerships are on record, tiered core.

• SS&C Blue PrismcoreTechnology or IntegrationTechnology partner for intelligent automation and RPA solutions. Blue Prism provides the RPA platform that Customer Science implements for client digital workforce solutions.
• UiPathcoreTechnology or IntegrationTechnology partner for robotic process automation. UiPath platform used by Customer Science to deliver automation solutions, with case studies showing significant FTE capacity returns for clients.
• MicrosoftcoreTechnology or IntegrationTechnology partner for Power Platform, Power Automate, and Azure-based solutions. Microsoft technologies integrated into CX transformation and automation engagements.
• RainbirdcoreTechnology or IntegrationAI decision intelligence partner for codifying human expertise into trustworthy AI models. Rainbird enables transparent, auditable automated decision-making for complex business processes.

Scale indicators11 records

Recent moves9 records

Expansion highlights5 records

Broad incumbents

• Foundever: Large CX outsourcing and digital experience services group (formed from Sitel/IBEX); directly comparable in customer experience operations and CX consulting for enterprise clients.
• Genesys: Major cloud CX platform providing contact centre software, workforce engagement and AI orchestration; competes with Customer Science Insights and the broader CX Integrator offering at the platform layer.
• NICE: Enterprise CX analytics, WFM and contact centre platform; directly competes with Customer Science Insights (BI/reporting) and CommScore.AI for AI-driven interaction scoring.
• Verint Systems: Workforce engagement, CX analytics and quality management vendor; competes with Customer Science's WFM, quality and knowledge management offerings.
• Concentrix: Global customer experience services and BPO player with overlapping CX transformation, contact centre consulting and analytics offerings to enterprise and government clients; much larger but directly comparable in delivery model.
• TTEC Holdings: Global CX and digital customer experience services company with consulting, AI and CX platform capabilities; comparable end-to-end CX services competitor.
• Sutherland Global: Digital transformation and CX services firm with AI and automation capabilities; comparable in digital CX consulting plus delivery.
• Qualtrics (SAP): CX and experience management platform with VoC, journey analytics and benchmarking; directly comparable to Customer Science Insights and the company's CX research & design services.
• Medallia: Enterprise VoC and CX analytics platform; overlaps with Customer Science's analytics and journey research capabilities for large enterprise and government buyers.

Direct peers

• West Monroe Partners: Mid-sized management and technology consulting firm with a CX and contact centre practice serving enterprise clients; closely comparable boutique/scale dynamic and CX consulting-plus-technology delivery model.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/customer-science-australia
• Xx.com/cust_science

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles11 records

Subsidiaries1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A1 record

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Customer Science