25 years on the inside.
Customer experience. Employee experience. Experience orchestration. Regulated and unregulated.
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 done this work 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. 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
Organisations Graeme has worked with
And many more across banking, insurance, telecoms, media, healthcare, utilities, retail, government, and startups.
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 high-stakes operations.
Every engagement is designed so your team gets faster and more capable — without losing the judgment that makes service safe and effective.
Start with an honest read of where you are
Book a working session with Graeme and get a clear path forward.
Book a working session