Independent CX · BPO/GBS · Contact Centre specialists
A powerful group of highly experienced, independent consultants - bringing almost 300 years of combined expertise in customer experience, business process outsourcing and contact centre strategy.
Our journey
CCX Consult is a network of independent specialists dedicated to enhancing customer experience and optimising contact centre operations through tailored solutions.
Our group provides a comprehensive raft of ad hoc and project-based consulting, advisory and interim management services. When appropriate, we work individually or as a group of consultants and skills-development specialists - covering business process design, quality assurance, workforce management and optimisation, skills development and training, and operational costing models globally.
Read our storyOur expertise
From a single audit to a full operational redesign, our specialists bring proven, practical expertise to every stage of your customer operation.
Plus 16 specialist capabilities - from RFP development to workforce scheduling models.
Explore all servicesOur approach
A clear, proven path from understanding where you are today to embedding lasting improvement in your operation.
Step 01
We begin with a thorough evaluation of your current processes to identify areas for improvement.
Step 02
Our team creates tailored operational designs that enhance efficiency and customer experience.
Step 03
We support you through the execution phase, ensuring a smooth transition to optimised workflows.
Accredited members of the CCX Consult Network are individually recognised and respected for specialised expertise, proven experience and integrity.
Why choose us
Our specialists possess extensive industry experience, driving effective strategies tailored to your organisation’s unique needs.
We develop personalised approaches that align with your goals, ensuring measurable results and improved customer satisfaction.
Leverage our worldwide network of professionals to gain insights and best practices from diverse markets.
Our consultants
Each member of the network has the commensurate skills, competencies and experience to provide consulting, advisory, training and mentoring services.
Meet the full network
Rod JonesCX, contact centre, BPO & GBS strategic advisor
Bryan SchneiderOperating model & operational improvement
Debby WebsterOperational maturity & contact centre transformation
Hilário FiandeiroContact centre performance, productivity & CX
Roz BroomeBPO, offshoring & business transformation
Iemraan KaraStrategy, AI-shaped work & executive decision-making
Traci FreemanGBS, BPO & CX ecosystem strategy
Luvendra NaiduContact centre strategy & CX transformation
André le RouxOperational transformation, AI & performance excellenceResources
We help you elevate customer experience and surpass industry best practice - and share the frameworks and guides we use every day.
Insights
GBS and BPO decisions are no longer just about cost. Why credible market intelligence and independent advice now separate leaders from followers - and why Africa matters.
By Traci Freeman
From the origins of speech to the modern contact centre: how storytelling shapes cultures, brands and customer conversations - for good and for ill.
By Rod Jones
Why integrating every customer channel into one seamless journey beats running channels as separate silos - and what it means for loyalty, insight and revenue.
By Rod Jones
Let’s talk
Connect with us today to explore how we can enhance your customer experience and operational efficiency.
