New Zealand's leading
customer experience
consultants.
The consultancy that has designed, built, supported, developed and run the operation — not just written the strategy.
TL;DR
omnichannel is an independent customer experience consultancy serving unregulated and RBNZ and FMA-regulated New Zealand banking, insurance, telecoms, and utilities. We provide CX strategy, operational diagnostics, contact centre advisory, and safe AI adoption with humans in control. No vendor commissions. Fixed-price engagements. Practitioner-led from day one.
What is a customer experience consultant?
A customer experience (CX) consultant is an independent advisor who helps organisations design, measure, and improve every interaction a customer has with their business. Unlike general management consultants, CX specialists focus specifically on the touchpoints, emotions, and operational mechanics that shape how customers feel about a brand.
In New Zealand, the best CX consultants combine journey mapping and service design with deep knowledge of contact centre operations, digital channels, and regulatory compliance. They do not just produce reports; they diagnose operational gaps, recommend practical fixes, and often stay hands-on through implementation.
The difference between a strategy-only consultant and a practitioner-led consultancy is stark: one delivers a roadmap; the other delivers the outcome.
The pressure New Zealand CX leaders are under
You are expected to improve customer satisfaction, cut cost to serve, and adopt AI — simultaneously. Your regulator watches every outcome. Your teams are stretched. And every vendor pitch sounds the same: buy our platform, everything will be fine.
What you need is an independent customer experience consultant who has actually run contact centres and back-office operations, who can tell you the truth about where you are, and who can move you toward AI without ever taking your people out of control.
CX consulting services for New Zealand organisations
From strategy to implementation. Every engagement is scoped, priced, and outcome-defined.
CX Maturity Review & AI readiness
A structured diagnostic of your current customer experience, service operations, and AI readiness. Produces a scored maturity band and a prioritised action plan aligned to New Zealand regulatory expectations.
CX strategy & journey design
End-to-end customer journey mapping, service model design, and channel strategy that matches your business goals and regulatory obligations. Not templates. Tailored to your operation.
Operational performance & cost reduction
Data-driven diagnostics across contact centres, digital service, and back-office operations. We identify bottlenecks, rework, and waste, then build the plan to remove them.
Contact centre & platform advisory
Vendor-agnostic selection, configuration, and optimisation of the platforms that power your customer conversations. No commissions. No preferred partner bias. What fits your operation.
AI & automation (human in control)
Deploy AI agents that handle high-volume work while your people retain authority, visibility, and revocability. Designed for RBNZ, FMA, the Privacy Act 2020, and the Public Service AI Framework.
Training & capability building
Build the skills your team needs to run modern CX and AI-enabled service operations. From frontline coaching to executive briefings on AI governance.
What makes omnichannel different
Practitioner-led: 25 years running contact centre and CX operations at enterprise scale, not theory.
Truly independent: no vendor commissions, no platform resale, no preferred partner bias.
Regulator-aware: we design for RBNZ, FMA, Commerce Commission, Privacy Commissioner, and Privacy Act 2020 obligations from day one.
Human-in-control AI: every AI operating model includes authority, visibility, and revocability guarantees.
Fixed-price or time-boxed: no open-ended retainers. Every engagement has a defined scope and endpoint.
Outcome-measured: we agree the metrics upfront and report progress against them throughout.
Sectors we serve in New Zealand
Unregulated and RBNZ and FMA-regulated industries where customer experience and operational safety matter most.
Banking & financial services
The challenge: Conduct and culture expectations, open banking transition, customer vulnerability, and legacy platform debt under RBNZ and FMA oversight.
How we help: CX maturity assessment, journey redesign, and AI readiness for RBNZ and FMA regimes with human-in-control safeguards.
Insurance
The challenge: Claims handling speed, regulatory reporting, and conduct expectations under FMA and RBNZ oversight.
How we help: Contact centre advisory and AI-assisted claims triage with human-in-control decision gates and full audit trails.
Telecommunications
The challenge: High churn, complex billing disputes, and omnichannel service gaps under Commerce Commission expectations.
How we help: CX strategy and platform advisory to unify service channels; operational performance diagnostics for Commerce Commission compliance.
Utilities
The challenge: Regulatory price caps, outage response, and vulnerable-customer obligations under Commerce Commission and ombudsman schemes.
How we help: Service operations redesign and AI-assisted outage communication with full human oversight and attribution.
CX consultants across New Zealand
We serve organisations in every major New Zealand market, with a blend of on-site workshops and remote delivery that makes geography irrelevant.
We also serve Australia, Japan, South Korea, Indonesia, Philippines, Fiji, and Asia.
How to choose a CX consultant in New Zealand
Not all customer experience consultancies are equal. Here is what to look for when evaluating CX consulting firms and independent experts in the New Zealand market.
Define the problem and outcomes
Be specific about what needs to change. Is it contact centre wait times? Digital channel abandonment? Regulatory compliance? AI readiness? The clearer your problem statement, the easier it is to evaluate whether a consultant has solved it before.
Check for practitioner credibility
Ask whether the consultant has actually run the operation they are advising on. Theory-only consultants produce elegant slide decks that fail in production. Look for a team that has sized queues, managed SLAs, and implemented platforms under pressure.
Verify independence from vendors
Ask directly about commissions, resale agreements, or preferred partner status. A truly independent consultant will recommend what fits your operation, not what they need to sell. This matters especially for platform and AI advisory.
Assess regulatory awareness
In New Zealand, CX and AI work sits under RBNZ, FMA, Commerce Commission, Privacy Commissioner, and Privacy Act 2020 obligations. Ask how the consultant designs for these frameworks. If they cannot speak to operational resilience, conduct expectations, or the Public Service AI Framework, they are not ready for regulated sectors.
Demand a fixed scope and clear endpoint
Avoid open-ended retainers. A good engagement has a defined diagnostic phase, a scoped implementation, measurable milestones, and a handover plan. Ask for references from completed engagements with defined outcomes.
How we compare to typical CX consultancies
| What you get | Typical CX consultancy | omnichannel |
|---|---|---|
| Team on your work | Junior analysts with a partner who shows up for the pitch | Senior consultants who have run operations at your scale |
| Vendor independence | Resale agreements and partner commissions influence recommendations | No commissions, no resale, no preferred partner status |
| Regulatory knowledge | Generic frameworks applied to all markets | Designed for RBNZ, FMA, Commerce Commission, and Privacy Act 2020 from day one |
| AI advisory | Platform demo and generic use cases | Human-in-control operating model with authority, visibility, and revocability |
| Pricing model | Open-ended retainers with unclear endpoints | Fixed-price or time-boxed with defined deliverables |
| Engagement end state | A report and a recommendation to hire them again | A capable team, measurable outcomes, and a system they can run |
Frequently asked questions
Book New Zealand's leading CX consultants
Start with a 90-minute working session. We will diagnose your current state and give you a clear, prioritised plan.
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