Put the customer at the heart of your DIGITAL transformation.

We believe that businesses, brands

and government agencies today face

their biggest ever existential threat.

The fight for relevance and survival

has struck without industry or

geographical bias, without regard

for traditional strength, and without

a care for share price or stability.

There are now only two types of businesses.  

Ones that truly place The Customer

at the heart of their transformation,

and ones that don’t.


The orthodox approaches of yesterday are flawed and expensive.

Mainstream consultancies-min


Traditional consultancies are expensive, lack real-world business expertise, and don’t always build durable capability.



Agencies tend to have a front-end or channel focus, a tactical mindset, and often have inexperienced teams. 



Staff often lack critical experience and have a bias towards an internal focus. Initiatives are at the risk of frequently changing priorities.

CX360 is a specialist

strategy and digital transformation

business solely focused

on customer experience.


Problems we solve:

  • Outdated customer value propositions leading to uncompetitive products and services that restrict growth and market share.

  • Organisational silos that obstruct customer-centricity and disrupt efforts to win and retain customers.

  • Poor understanding of customer measurement and metrics, inhibiting the ability to manage and prioritise.

  • Lack of a holistic strategic CX transformation strategy and roadmap hindering market competitiveness.

  • Weak capacity to inject innovation and agility that leaves the business flat-footed in the face of disruption.

  • Bloated, wasteful and expensive tech stack that’s unaligned to customer outcomes, and a drain on budget and resources.

  • Disparate knowledge and alignment of customer centricity that forms barriers to alignment and success.

  • Overcoming tech debt and legacy business processes to rapidly digitise service and distribution touchpoints.

Our Core Solutions:

  • CX Strategy

  • CX Measurement

  • Customer Value Proposition

  • Customer Innovation

  • Omni-channel Alignment

  • CX Transformation Governance

Our Core Solutions:

  • CX Strategy

  • CX Measurement

  • Customer Value Proposition

  • Customer Innovation

  • Omni-channel Alignment

  • CX Transformation Governance

Leadership Team:



Robert Kinkade is a senior CX and digital transformation specialist.  He has previously led EY's Digital Operations Practice across Asia Pacific and also Accenture’s Digital Customer Practice for Australia and New Zealand, and started his career with Nordstrom. Robert led the team that delivered the vision and architected the initial phases of the globally acknowledged Service NSW transformation, and has led high impact projects with Coles, Toyota, Fonterra, Qantas and Super Retail Group to name a few.  Additionally, Robert has been recognised as one of the top omni-channel CX pioneers having helped numerous executives develop and implement their strategies. Robert is an active mentor and investor in the startup community, and is a Co-Founder and Director of CX360.



Graham is an accomplished APAC digital leader. He has held senior management positions in global marketing services holding companies in the UK and Australia. A highly credentialed digital executive, Graham has been a pioneer in mobile customer marketing and communications for over 14 years initially with Vodafone, then as a founding partner at Big Mobile Group where he built the business to leadership and international expansion. He was the inaugural chairperson of the iAB Mobile Council, and Australia’s Board representative on the APAC Mobile Marketing Association based in Singapore. Graham is an investor, startup mentor and Non- Executive Director of CX360.


PAUL SMITTON. co-founder and non-executive director. BOARD CHAIR.

Paul is an accomplished global leader in loyalty and customer engagement around the world. He pioneered in developing the Airpoints program for Air New Zealand then joined Virgin Atlantic in the UK as their Head of Loyalty. Paul was appointed managing director for loyalty specialist - ICLP, firstly running North Asia from Hong Kong, then the European business for Zurich. With Qantas he helped transform Qantas Frequent Flyer into a $4billion loyalty business. Post-Qantas Paul led Aimia (the global loyalty leader) as Managing Director. Paul is currently CEO of AsiaMiles, Cathay Pacific’s loyalty arm and based in Hong Kong, and Board Chair of CX360


WARREN BILLINGTON. co-founder and non-executive director. ADVISORY board CHAIR.

Warren is a leader in customer data, its management, and optimisation. A co-founder in a start-up mobile marketing technology businesses subsequently sold in Australia to Mi9 (MSN) & also Merkle in the US, he was appointed CEO of Acxiom in Australia, then Managing Director of data identity specialist Signal across APAC.  He has a passion for CX transformation and accelerating growth through data driven marketing strategies. He is currently CEO of Sypht, a Machine Learning platform startup backed by the BPAY Group and BCG Digital Ventures, and an active non-executive director of CX360 where he leads the businesses Advisory Board.


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