Shane is the Principal and Founder of CustCore Consulting, a boutique consultancy based in Melbourne, Australia, specializing in helping its clients drive significant improvements in Customer Experience (CX) and business outcomes. Shane has over 20 years experience, initially working in large corporates and then as a strategic consultant with a strong Customer Experience, Strategy, and Business Improvement focus.
Shane works with organizations to drive significant growth through integrating a customer lens with a focus on improving the operational aspects of the organization, thus driving step-change improvements both internally and for customers. His clients have included leading organizations and businesses both from Australia and globally, from multiple industries, including Belong, Domain Group, BUPA, Telstra SNP, Lux Group, AMCAP, Abbott Medical, city councils, and a range of other organizations.
Prior to consulting, Shane worked with Telstra—Australia's leading telecommunications company—in a number of different areas, from Sales Operations to Product Management, Business Improvement, and Customer Experience. Shane led teams of 60+ people, managed products with revenue of $100M+, and led projects delivering NPS improvements of 10+ point year-on-year and greater than $10M cost savings per annum.
Shane is an expert in the development of Customer Experience Strategies, translating these strategies into practice through Human-Centered Design (HCD) and Customer Insight (CI) practices, and in building Customer-centric Cultures in organizations. Shane has created a range of proprietary tools and frameworks which he utilizes in his consulting engagements.
Shane has an MBA from Melbourne Business School and BSc/BEng from the University of Melbourne.
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