Customer experience is a growth lever. In a market where brand loyalty is earned moment to moment, CX has become a defining business strategy.
Smart brands know that great CX drives retention, improves ROI, and builds resilience. Poor CX, on the other hand, costs. In Australia, more than half of consumers will switch after a single bad interaction.
That’s where we come in.
Omnicom Media Group has been crowned as a leader in Forrester’s global marketing services report, Wave. The report aims to help CMOs pick the right marketing report, which evaluates 10 global marketing service providers against 17 criteria.
We lead with experience diagnosis, stakeholder interviews, and service flow mapping to identify where AI solves real problems (e.g. churn, wait times or service gaps) Every AI initiative is tied to measurable value, not just automation for automation’s sake.
We start with a rigorous data audit: detecting gaps, inconsistency, and siloed flows. Then we co-design a unified structure with your tech, data, and compliance teams, embedding governance, privacy, and data quality from the start.
We map how AI and humans should work together across roles and touchpoints. Emotional moments are protected as human-only zones. We run design sprints, role-based testing and frontline training to build confidence in the system, not just compliance.
AI isn’t static. We pilot small, learn fast, and scale what works. Through continuous feedback loops, A/B testing, and sentiment tracking, we help you evolve AI as a living capability, not a one-off project.
Rapid immersion into your audience, goals, and current-state experience.
Live collaborative workshops, aligning teams and surfacing truths
Behavioural analysis that connects what people feel to what they do
Clear prioritisation of fixes, quick wins, and strategic plays
We don’t treat journey map as a one-off artefact. We evolve it: revisiting, refining and re-aligning it as customer behaviours, tech, and business priorities shift.
Resolution Digital is an Award-Winning Full-Service Digital Agency. Our mission is to deliver Remarkable Results for our clients, helping them achieve exceptional ROI on their digital marketing investments. With offices in Sydney, Melbourne, and Brisbane, we serve clients across the region.
We provide a full range of digital marketing services, including SEO, strategy, design, development, content, media, eCommerce, social, measurement and optimisation.
Our comprehensive Strategy services are delivered by experienced digital marketing experts, utilising strategic methodologies developed over many years while delivering remarkable results for our clients.
We understand what it takes to assess and optimise your digital marketing strategy, ensuring that it delivers on ambitions and realises remarkable results.
Resolution Digital is a full-service Digital Strategy Agency with a team of experienced technology specialists.
Gadigal Country
Bay 7, 2 Locomotive Street
South Eveleigh, NSW, 2015
Wurundjeri Country
Level 6, 650 Chapel Street
South Yarra, VIC, 3141
Turrbal and Jagera Country
200 Adelaide Street
Brisbane City, QLD, 4000
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