CX and service operations consultancy for Australia and APAC.
Independent consultancy for APRA and ASIC-regulated and unregulated organisations adopting agentic AI safely.
Graeme Provan leads every engagement personally. Banking, insurance, telecoms, media, healthcare, utilities, retail, and more — across Australian and APAC organisations. You get the operator who has run these operations at scale, not a partner handoff to graduates.
Operator-led. People and compliance-first. No vendor agenda.
Independent — no vendor commissions, no platform bias.
Operator-led — Graeme has run these operations, not just advised on them.
Regulation-first — every design starts with APRA, ASIC, ACMA, and AER compliance.
Human-in-control — AI operating models where your people retain final decision rights.
Fixed-price engagements — no open-ended retainers.
You keep the capability — your team runs what you build together.
What we do
Six service lines, one focus: better customer experience and safer AI adoption.
Sectors we serve in Australia and APAC
Banking, insurance, telecoms, media, healthcare, utilities, retail, and more — where customer experience and operational safety matter most.
Banking & finance
The pain: Vulnerable-customer obligations, BEAR accountability, APRA CPS 230 operational risk, and legacy platform debt.
How we help: CX maturity review and AI readiness assessment scoped to APRA CPS 230 and ASIC regimes, with human-in-control decision gates and full audit trails.
Insurance
The pain: Claims handling speed, IDR and EDR obligations under ASIC RG 271, and fraud detection in high-volume contact operations.
How we help: Contact centre advisory and AI-assisted claims triage with human-in-control decision gates and audit trails designed for ASIC scrutiny.
Telecoms
The pain: High churn, complex billing disputes, and omnichannel service gaps under ACMA and TIO expectations.
How we help: CX strategy and platform advisory to unify service channels; operational performance diagnostics for ACMA compliance.
Utilities
The pain: Regulatory price obligations, outage response requirements, and vulnerable-customer registers under AER and EWOV.
How we help: Service operations redesign and AI-assisted outage communication with full human oversight and attribution.
Media & entertainment
The pain: Subscriber churn, fragmented digital and live service channels, and audience engagement at scale.
How we help: Omnichannel CX design to unify digital, phone, and in-venue service; AI-assisted personalisation with human editorial control.
Healthcare
The pain: Patient experience gaps, staff workload, and privacy obligations under the Privacy Act and state health regulations.
How we help: Service operations redesign for patient-facing contact and administrative workflows; AI readiness assessment with full privacy and consent controls.
Retail
The pain: Inconsistent cross-channel experience, high contact volumes, and returns friction eroding margin.
How we help: Omnichannel CX strategy to close gaps between digital and physical; AI-assisted contact deflection with human escalation paths that protect NPS.
Built for your regulators
Every engagement is designed with the regulatory context of Australia in mind: APRA, ASIC, ACMA, AER, OAIC, and AUSTRAC.
Why now
Australian regulators are tightening expectations for AI governance. APRA's CPS 230 and ASIC's guidance on digital engagement both demand human oversight of consequential decisions. Organisations that build human-in-control operating models now will meet these expectations before they become mandatory.
Frequently asked questions
Common questions about working with Omnichannel in Australia.
Frequently asked questions
Start a conversation
Book a working session. Graeme will work through your current state with you, identify the highest-impact next step together, and leave you with a clear path — not a deck.
Book a working session