Heart CX Consulting

Customer experience that keeps businesses beating.

Heart helps organisations create customer experiences people value, teams can deliver and businesses can sustain.

35 years of experience. One new chapter.

Heart is founded by Karen Clydesdale (KC), a customer experience leader who spent 35 years at Tennis Australia, the last decade leading Customer Experience strategy, including the Australian Open.

She's traded courtside for a new kind of game, helping organisations create the moments customers fall for and come back for.

Meet KC →

How We Think

The Heart Method

Three pillars. One heartbeat.

A simple, human approach to creating experiences people value and organisations can sustain.

Connection

Human First

Understand your customers deeply and identify the moments that matter.

Love

Experiences You Fall For

Design experiences people remember, value and want to return to.

Longevity

Made to Last

Build the capability, measurement and rhythm to keep improving.

Real conversations, worked through together.

Workshops

Three ways to bring Heart into your organisation.

Explore — Free

Listen While It's Live

A 30-minute live session on the moments that make or break a customer experience, in real time.

You'll leave with:

A simple way to identify your moments that matter
A practical CX lens you can use immediately
A taste of the Heart Method
Live Q&A with KC

Wed 30 Sept, 12:00–12:30pm AEST

Learn — From $99 per person

The Heart Method workshop series

Choose Your Modules

Build CX capability from the inside out.

Human First

understanding your customer, mapping the moments that matter, and aligning your team's language around them

Experiences You Fall For

journey mapping (current and future) and data and insights audit

Made to Last

CX scorecard design and a simple measurement rhythm

Live online · 60 minutes

Open enrolment, webinar-style, delivered live with KC. Join the waitlist for the next live session.

$99 per person · or all three for $249

Private, in-house

For one organisation, tailored to your context.

Get a tailored quote

Book or enquire

Transform — Tailored

Need Something More Tailored?

One-off guided support, or a full engagement built around the Heart Method tailored to your organisation. Bring us in when and where you need us most.

Let's Talk

Not sure if it's the right fit? See how it works →

Free

Register for Listen While It's Live Workshop

Tell us what you need

Where Heart works

Heart is for organisations where the customer experience matters. Particularly organisations with complex customer journeys, passionate communities and a genuine desire to do better.

KC live on broadcast at the Australian Open

Sport & Entertainment

Fans. People. Participants. Communities.

Health & Care

Patients. Families. Carers. Teams.

Community & Membership

People. Purpose. Participation.

My track record lives here, but the thinking travels. Not your sector? Ask me how.

Why Heart?

Experience without the big-consultancy baggage.

Heart brings senior CX thinking and you work directly with KC, an experienced practitioner who has spent decades learning what makes customer experiences work in the real world.

Practical

No ivory towers. We work on the real problem you're facing.

Human

People, not just numbers on a dashboard.

Sustainable

The goal isn't a beautiful CX strategy. It's change that lasts.

Customers aren't data points. Employees aren't delivery machines.

That's Heart.

Let's Talk

Got a CX challenge?

30 minutes, no pitch, just a conversation about your customers. Based in Melbourne, working across sport, health and community.

hello@heartcx.com.au

or connect on LinkedIn