I started this business because I'd seen the problem from the inside.

I've worked in retail long enough to know exactly where Customer Experience breaks down. Not in theory, in practice. In the Gorgias queue that never seems to clear. In the meeting where the Customer Service team is trying to explain something that the rest of the business just doesn't quite get.

That's the gap I work in. The gap I help close. And the reason I started Emily Elvey Consulting.

Specialities

Deep expertise across the full CX tech stack.

Customer Experience is more than just having good Customer Service, so we work with all the touch points your Customer has with your brand. Strong ROI is delivered when all departments contribute to the Customer Experience and we show you how to do it.

Customer Experience Strategy

End-to-end CX strategy built around your business goals, your customer data, and your team's real capacity. Includes 12-month roadmaps, Customer journey mapping, and cross-departmental alignment.

Tech stack Optimisation

Agnostic tech stack optimisation across our partner network, including;
Klaviyo Gold Advisor
Gorgias Managed Services

From AI agent training and automation setup to full platform audits benchmarked against industry best practice. If your CX journey has pain points, this is where we start.

Customer
Research

Proprietary Research Programs designed to surface what your customers actually think, feel, and need. Helping you gain quantitative and qualitative data to inform strategy, saved in your CRM so you’ll actually use it to drive long term ROI.

Team Workshops and Training

Hands-on sessions designed to upskill CS teams, align on strategy, and build the kind of culture where great customer experience is a team value, not just a KPI.

The numbers

10+ years experience working with retail, and DTC brands

Klaviyo Gold Advisor only one of a handful of partners in Australia

26,437 Consumers surveyed

1st Gorgias Certified Managed Services Partner in Australia

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My partner network

Mindarc logo with stylized wave icon and the word 'MINDAR'
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Giftnote logo featuring a purple heart-shaped gift box and the word 'giftnote' in lowercase letters.
SearchSpring logo with a purple stylized 'S' and the company name in black text.
Shopify logo with green shopping bag icon and black text
Gorgias logo with icon of three overlapping speech bubbles.
Brauz logo with a circular icon containing a stylized eye or face, and the word 'BRAUZ' next to it.
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  • Working with Emily on our customer research project was epic. The whole planning process felt super collaborative and easy. She really listened to us and helped shape the project so it actually fit our community. Em brought heaps of knowledge to the table but never made it overwhelming. The insights we got back have been a game-changer for us.

    Jade Head of Community Experience, LSKD

  • She has the rare ability to think strategically about the end-to-end customer journey while also rolling up her sleeves to implement the detail. Her recommendations were always grounded in data, but she also brought a strong human lens, reminding us that customer experience is as much about how people feel as it is about metrics.

    Airi Sutherland Operations Manager, Outcast Clothing

  • Our journey with Emily Elvey Consulting started with a one-day workshop to review key performance measures of our retail store, both online and instore, with a particular focus on our customers’ experience. Mind blown. What a helpful day of data-driven insights. This led to goal setting, migration to a new email marketing platform and an injection of positivity that any retailer would benefit from.

    Jo Hutchens Founder, Well Versed Homes

  • Working with Em is an absolute pleasure. Day-to-day, she brings incredible energy, clear communication, and a responsiveness that makes collaboration seamless. She has a rare ability to quickly understand what a brand truly needs and identify the most effective way to achieve it. In a landscape where it’s all too common to recommend solutions before fully grasping the problem, Em stands out. She takes the time to break down the business, understand the customer, and then unlock opportunities through expert guidance and tailored strategies that create real impact. Our partnership feels like a perfect fit.

    Steve Pover Partner Manager, clearer.io

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