About me

Welcome! I'm Emily, and I'm passionate about helping businesses create remarkable customer experiences.

With a deep understanding of the pivotal role customer experience plays in today's competitive landscape, I am dedicated to partnering with organisations to drive sustainable growth and build strong, authentic, loyal customer relationships.

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  • Customer Experience Audit

    Comprehensive evaluation of your current Customer Experience

    Customer Survey

    Identification of key strengths and areas for improvement

    High-level recommendations and action plan

    Duration: 6-12 weeks

  • Customer Research Program

    Kick off workshop

    Creation, deployment and analysis of customer database survey

    Option for additional potential customer survey**

    Identification of key strengths and areas for improvement

    High-level recommendations and action plan

    Duration: 6-12 weeks

  • Customer Experience Strategy Development

    In-depth analysis of your business goals, target audience, and competitive landscape

    Customer Experience Audit

    Creation of a customised 12 month Customer Experience Strategy

    Development of Customer Journey
    Maps

    Implementation roadmap and prioritised action steps


    Duration: 3-6 months

  • Customer Service Transformation

    Customer Experience audit and analysis

    Strategy development and refinement

    Process and KPI optimisation and redesign

    Training and workshops for employees

    Implementation support and guidance

    Measurement and continuous improvement frameworks


    Duration: 3-6 months

  • 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; instead, she helped us nail down the right questions and get to the core of what we really wanted to know. The insights we got back have been a game-changer for us."

    Jade, Head of Community Experience
    LSKD

  • 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. Thank you Em, we are looking forward to achieving many more great results together!

    Jo Hutchens, Founder
    Well Versed Homes

  • From the outset, Emily brought a structured yet empathetic approach to our CX function, balancing customer advocacy with commercial pragmatism. She quickly embedded herself in our business, auditing existing processes, surfacing gaps, and delivering clear, actionable recommendations. Em helped us refine how we manage customer interactions, improve workflows, and set up scalable ways of working that reduced friction for both our team and our customers. Along the way, she also empowered and motivated our team and agents - equipping them with the confidence, tools, and mindset needed to deliver exceptional CX. 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 CX is as much about how people feel as it is about metrics.

    Airi Sutherland, VP of Ecommerce & Technology
    Outcast

Let's Connect

I am excited to embark on this journey with you, partnering to create a customer experience strategy that will elevate your brand and drive growth. Contact me today to schedule a consultation and let's start transforming your Customer Experience together.

Book a call
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