About Us - CX LOOP

Customer experience is not about resolving your customer’s problems; it’s about proactively ensuring your customers never experience problems in the first place.

CX LOOP was founded as a division of Frazer Tremble Executive to be one of Australia’s leading Customer Experience Consultancy firms.

Led by two industry leaders with three decades of combined global experience across CX, Process Improvement, Project Management, Strategic Sales, Marketing and Executive Recruitment, We know what makes a truly customer-centric organization.

Whether it is consulting, training or recruitment, we aim to help businesses understand the importance of closing the loop on Customer Experience through these three unique service offerings. We are focused on taking your business to the next level across Customer, People, Process and Technology.

Consulting:

Focusing on customer experience may be the single most important investment an organisation can make in today’s competitive business climate. Here at CX Loop, we have developed a bespoke approach to CX consulting designed to deliver outstanding results and memorable customer experiences, all whilst being measurable at the same time.

Training:

Talent retention is the key to any organisation’s growth and well-being which is why CX Loop has exclusively partnered with specialist training provider, CX Prime, to deliver practical and contemporary CX training.

Recruitment:

Customer Experience is intriguingly linked to employee experience. Here at CX Loop, we thrive on diversity of thought and collaboration. Our team encompasses a rich mix of backgrounds, experiences, and skills, which is why we partner with our sister company Frazer Tremble Executive.

VALUES

Customer-centric

Our passion for CX is only rivalled by the quality of the service we offer to our customers. We take immense pride in the experiences we create for our clients and candidates alike.

Curiosity

A curious disposition allows us to constantly cultivate our intuition and improve on the intrinsic processes that are involved in our work. We are constantly improving on our existing knowledge base, and it is our top priority to stay updated with all the latest international developments in our field.

Grit

We set high personal standards for ourselves, and we believe that we can achieve anything that we set our minds to. Our commitment to our work is reflected in the quality of our deliverables.

Empathy

Creating an open line of communication, listening intently, and being understanding of the multitude of perspectives on the table allows us to conduct our business with greater efficiency. We believe it is vital to care about the success of others in an increasingly competitive and cut-throat business environment.

Integrity

Honesty and integrity are two values we deeply cherish in our clients and our employees. We are drawn to these traits as they accommodate the best collaborative efforts.

MEET THE TEAM

Brendan Tremble

Co-founder and Principal Consultant

Brendan started his career in his native Dublin, Ireland, before relocating to Australia in 2010. He brings over two decades of experience to the table and is backed by a successful track record in Customer Experience (CX), Process Improvement, Operations and Strategic Sales across Local & Federal Government, Technology, Professional Services and Start-up sectors.

As Co-founder and Principal Consultant at CX Loop, he firmly believes that creating a customer-centric organisation holds the key to success in a competitive landscape.

Brendan is equally focused on providing effective training and development opportunities to upgrade employees’ skills and enable businesses to improve their customer metrics and internal processes.

Brendan is a certified CX Prime leader and an active member of the Customer Experience Professional Association (CXPA).

Laura Frazer

Co-founder

A desire to bring true authenticity, deep domain expertise and a customer-centric approach to executive recruitment and consulting is what drove Laura to co-found CX Loop.

Born and raised in Northern Ireland, Laura started her career in Financial Fraud and FX investigations with leading British Banks before shifting her unique skill set and eye for detail to recruitment. After relocating to Australia in 2008, she has built a successful reputation as the go-to executive recruiter for Customer Experience (CX), Project Services, Process Improvement, Digital and Business Transformation.

Laura is passionate about helping her clients meet their business strategy requirements by sourcing the kind of exceptional talent required to transform businesses. And equally providing the candidate experience, today’s talent truly deserves with a focus on diversity and inclusion.

Tom Hogan

Marketing Manager

Graduating from RMIT University in 2021, Tom brings fresh ideas and new insights to helm the all new marketing department at CX Loop.

Earning his digital marketing stripes in the B2B and FMCG space, Tom has experienced the nature of Digital marketing changing before his very eyes while navigating the challenges, obstacles and opportunities of the pandemic and post-pandemic eras.

With in-depth experience across a broad facet of creative disciplines, Tom is a one-man production house constantly honing his skills to cut through the noise.

Tom uses his creativity to facilitate and support the growth of CX Loop. Reaching new audiences and curating a closer community with our clients.

Maria Maddalena-Raso

Lead Facilitator - Training

With over twenty years of experience in leadership, learning, people & culture, and customer experience training; in addition, Maria has worked across a wide range of industries in both the private and public sectors. Maria’s experience will enable her to guide you through real-world examples of success, and amplify the skills you develop through this course.

I worked closely with Brendan for 18 months? and in that time I was very impressed with his attention to customer needs. Brendan was asked to take on numerous responsibilities and never did I see him falter in his commitment to make the product a success in existing customers’ eyes while helping to push new business for the company

Jon Clyne – Integration Manager @ Kolmeo
Brendan is a great team player that is willing to go the extra mile. More important Brendan truly understands and demonstrates that a holistic ‘customer first’ approach is vital to make businesses successful.

Patrick Van Bueren – Founder of 2 Matter Consulting & 2 Telligence
I had the pleasure of working with Brendan for many years and in that time hes’ showed great work ethic by always operating under a ‘customer-first’ principal whilst being able to keep the greater business in mind. It was this attitude that saw Brendan establish himself as an invaluable and much loved member of the organisation.

Reece Walker – National Sales Manager @ ECCO Safety Group
The City of Casey chose CX Loop as our consulting partner in late 2020 to understand and analyse the opportunities to further embed the award-winning Casey Cx strategy across the organisation. Brendan interviewed and gathered data and insights across a wide variety of internal Casey leaders and produced recommendations for optimum skills and structure plus new ways of working with key leaders.

The insights and recommendations were invaluable as a way for us to move forward and build into both our Customer and Digital Experience offerings

Clare Watkins – Manager Customer and Digital @ City of Casey
City of Stonnington engaged with CX Loop to bootstrap our Customer Experience team & program. Over 8 weeks, Brendan led the initiative, attracted & recruited top talent, developed the Customer Experience roadmap and delivered five high-impact customer journeys. CoS is now in a strong position to deliver a modern customer experience for our community. Thank you

Greg Curcio – Director, Customer and Technology@ City of Stonnington