The operator behind Omnichannel.

You get the operator, not a deck and a junior.

Enterprise buyers know the pattern: sold by a senior partner, delivered by graduates. omnichannel works differently. Graeme works alongside your team personally — from the first conversation through to execution. No handoffs, no intermediaries.

That is not a constraint. It is the point. The value in CX transformation leaks in the seams between strategy and frontline. Staying in the room while the work gets done is what closes that gap.

Every engagement starts with your outcomes. It ends with your team running what you built together — more capable, and with your AI operating safely under your control.

Business first. Technology second. People always.

Agentic AI should make your team more capable, not less necessary. Every automated decision should have human oversight. The best technology is the technology your people own and operate long after the engagement ends.

Human in control is not a feature. It is an operating model. Agentic AI prepares the work; a person with authority approves it. That is the only safe path to scale in regulated and non-regulated, high-stakes operations.

25 years on the inside.

Graeme Provan has spent 25 years on the inside of the systems everyone else is now scrambling to adopt.

His expertise covers the full spectrum: customer experience design and transformation, employee experience and workforce operations, and experience orchestration — the discipline of connecting CX and EX across every channel and touchpoint into a coherent whole. He has worked in heavily regulated environments — APRA, ASIC, ACMA, privacy, and financial services compliance — and in fast-moving unregulated ones. The regulatory constraint changes the design. The fundamentals of what makes experience work do not.

At Genesys, he helped clients personalise over 70 billion omnichannel interactions a year. At Afiniti, he ran AI into live contact centre operations across Asia Pacific at enterprise scale. He has built CX products from idea to adoption, led the programs that put them into production, and stayed to run the operations afterwards. He knows exactly where automation delivers and exactly where it breaks down. That second part is why he started omnichannel.

His conviction is simple: AI should do the work, but a person should make the call. He has seen what unchecked automation costs a regulated business, and he designs every engagement so clients get the speed without handing over the authority.

The work spans four continents and the full range of customer operations — from Fortune 100 to government to startups. Bank of America, American Express, AT&T, Telstra, Optus, CBA, IAG, Telus, Korea Telecom, and the ATO. Banking, insurance, telecoms, media, healthcare, utilities, retail, and more. Strategy through to the frontline, because he has done both and knows the value leaks in the seams between them. CX and EX are not separate programs. They are the same system viewed from two sides.

Graeme holds degrees in Commerce and Science. He lives on Sydney’s northern beaches, and most mornings he is in the gym, on his bike or in the water before the first call.

LinkedIn: linkedin.com/in/provan