Experience Works is for people and organisations that already care about CX and want to go further. Not starting from scratch. Moving from good to great, faster than you could do alone. Most CX work is well-intentioned. The workshops happen. The research gets done. The journey maps go up on walls. But the gap between insight and outcome, between strategy and measurable change, is where too much good work gets lost.

That gap is what Experience Works is built for.

The work here is grounded in what customers actually do. Not what they say they will do. Not what a focus group suggests they might prefer. Real behaviour, observed under real conditions, in the full complexity of customers' actual lives. That is what makes strategy stick and what creates outcomes you can take to the board.

CX should shift behaviour and show up in the accounts. When it does not, the problem is almost never ambition. It is the distance between what organisations know about their customers and what they are actually building in response. Experience Works closes that distance. With strategy, frameworks, and ways of working built around evidence, not assumption.

Better experiences, built on what customers actually do.

BEHAVIOUR - EVIDENCE - REAL OUTCOMES - ACTION

Better experiences. built on behaviour.

A woman in a black suit and high heels is standing in shallow water in an industrial-style room with dark gray walls and exposed ceiling beams. She is wearing a gas mask and pink gloves, and has a large pink missile-like object strapped to her back.
A woman wearing a black skirt and top, standing on a concrete floor against a gray wall. She is smiling and has long dark hair. There is a digitally added pink ribbon swirling around her, creating a dynamic visual effect.

ALEX MURPHY

I've spent the last decade building and leading CX functions inside some of New Zealand's most recognised brands. The Warehouse Group, Mercury, 2degrees, and Livestock Improvement Corporation (LIC). Transformation programmes that had to land in business outcomes. Not satisfaction scores.

I hold an MBA in Digital Transformation with first class honours and am a top rated keynote speaker on CX and behaviour across New Zealand and Australia.

CX has had my full attention for over a decade. Behaviour is why it still does. The question of why customers do what they do, and what organisations can actually build in response, does not get old.

There are too many organisations with every reason to get CX right, but no clear path between insights and outcomes. That where Experience Works comes in to close the gap between ambition and action.

I have proven experience across some of New Zealand's most recognisable companies and know how to deliver customer strategy that shifts behaviour and delivers tangible business outcomes. I have audited CX to locate where friction lives and what it is costing,facilitated Human-Centred Design workshops with groups from a dozen people to several hundred, and built Behavioural Cohorts on what customers actually do. I thrive on helping other leaders who want to build the capability from the inside.

Behaviour is evidence. Sentiment is descriptive. Organisations that understand the difference move faster.

If you are ready to get serious about it, l would love to chat.

READY TO GO FURTHER, FASTER?

Working on something interesting? Thinking about thinking about something?

Tell me about it. I'll tell you if I can help.