Independent consultancy for CX and service operations.
Human in control means AI agents do the work; a human keeps the final say.
Operators, not theorists
omnichannel is an independent customer experience and service operations consultancy for all industries and verticals. We help businesses transform their experiences, adopt AI safely, and keep humans in control.
We have sized queues, watched SLAs slip, and run operations under pressure. We advise on what we have done. We stay independent of any platform vendor, and we tell you when you do not need something.
Every engagement starts with your customers and your business outcomes, we end with your team more capable than when we arrived.
Why work with us
Global Expertise
We are experienced consultants with a proven track record of success in delivering transformative experience orchestration solutions.
Australian Roots
Based in Australia, we use our local market knowledge and global perspectives to provide tailored and measurable business outcomes.
Human-Centric Approach
We work collaboratively with our clients, taking the time to understand their unique needs and goals, developing and executing strategies that drive measurable outcomes.
Business first. Technology second. People always.
We believe Agentic AI should make your team more capable, not less necessary. We believe every automated decision should have human oversight. We believe the right technology is the technology your people operate after we leave.
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.
Graeme Provan
Graeme has spent 25 years optimising customer experience and service operations for some of the world's largest banking, insurance, telecoms and utilities businesses, alongside government and startups, across Asia Pacific, North America and Europe. He founded omnichannel to help organisations adopt AI without losing the human judgment that makes service safe and effective.
LinkedIn: linkedin.com/in/provan | Full bio
Human in control means AI agents do the work; a human keeps the final say.
Where we work
We serve organisations across APAC, Australia, New Zealand, Japan, South Korea, Indonesia, the Philippines, Fiji, and Asia.
Start with an honest read of where you are
Book a working session and get a clear path forward.
Book a working session