Raj Mendes - Managing Director

Raj is the founder and Managing Director of The Customer Experience Company. He is a seasoned executive having built a career in management and technology consulting with organisations including Accenture, Ernst & Young and Cap Gemini. At Ernst & Young and Cap Gemini, Raj held senior leadership and operational roles at both a local, Asia-Pacific and global level. In his client facing roles, he directed projects and managed client relationships within the financial services and telecommunication industries. Raj has qualifications from the University of Melbourne (Electrical & Electronic Engineering) and AGSM in Sydney. 

Chris Severn - Director, Customer Strategy Service Line Leader

Chris is co-founder and Director of The Customer Experience Company. He is a highly respected management consultant in financial services and telecommunications industries having successfully implemented many complex initiatives across customer advocacy, contact centres and internet channels. Chris has strong strategic capabilities in customer experience and customer strategy development (experience research, strategy and design). Previously, Chris was a Principal with Ernst & Young and a Director at Cap Gemini. He has degrees from the University of York (UK) and MGSM in Sydney.

Tien-Ti Mak - Associate Director, Customer Management Systems Service Line Leader

Tien-Ti has spent over 17 years in the consulting industry joining us from Accenture. He has an ability to operate across strategy, people, process and technology. This allows him to bridge the gap between business and technology in a way few people can. He has deep expertise in business strategy, CRM, multi-channel integration, customer analytics, customer marketing and the technology platforms that underpin these. He has worked in telecommunications, consumer goods and financial services designing strategies and the systems and processes that underpin interactions with millions of customers. Tien-Ti leads the Customer Systems Service Line at CEC.

Daragh Henchy - Associate Director, Experience Design Service Line Leader

Daragh is an experienced management and technology consultant having recently worked in Australia, Asia-Pacific and Europe. Daragh leads our experience design service line, most recently applying these practices across financial services and government sectors. He applies innovative and creative approaches to solving complex problems that require innovation and collaboration. This includes creating new and fixing broken experiences across multiple channels, new offer or product design and interaction and screen (UX) design. Daragh has a Bachelor of Science in Physics and Astrophysics.

David Johnson - Associate Director, Contact Centre Service Line Leader

David is an experienced management and technology consultant specialising in major customer-centred programs of change with a speciality in contact centre transformation and design. He leads our Contact Centre services practice. David has led numerous initiatives that have delivered significant improvements to his client’s business results.  For example, David’s recent work at a “Big 4” retail bank enabled it to greatly improve customer advocacy, and achieve award winning levels of customer service. He has specialist knowledge in CRM and contact center infrastructure / virtualization, and is able to work effectively with both business and technology groups. 

Julian Donohue - Associate Director, Program/Project Management Disciplne

Julian leads our program and project management disciplne, managing some of the most complex projects we are involved in and providing leadership to our staff in the practices of project management. Julian has a track record in establishing and managing teams, project managers and program offices. He has a strong business orientation, demonstrated in an ability to apply technology to business strategy and operations. He operates effectively across all levels across of an organisation from C-level executives through to IT development / support staff. His industry experience includes retail banking and insurance. Julian has a Bachelor of Science.

Adam Smith - Associate Director, Capability & Culture Service Line Leader

Adam brings with him 20 years of technology and transformation experience, primarily in the financial sector.  At NAB Adam led various transformation programmes and performed a number of strategic roles , most recently as the Head of Internet & Intranet Services .  Prior to NAB, Adam was with Ernst & Young and Cap Gemini where he was a Director, assisting clients to structure efficient and effective work programmes to rapidly realise business benefits.  His consulting clients include MLC, NZ Post, Tasmanian Department of Transport & Works, Telstra, Tower Group,Victorian Electoral Commission and Westpac.

Our team

We have a wide range of consultants in our company, all of whom are experienced and passionate about customer experience, service, loyalty and supporting technology and processes. See the 'News' section for recent new starters...