Heart

Heart CX Consulting

Customer experience that keeps businesses beating.

We help sport and entertainment, healthcare and community organisations find the connection inside their customer's journey — and build the loyal relationships that follow.

Book a conversationSee how we think

For organisations that already care about their customers but lack the internal expertise to make that care systematic — Heart turns genuine human connection into commercial performance.

How We Think About CX

Three pillars. One heartbeat.

1

Connection

Human First

The moment a customer feels truly seen, not managed. We start every engagement by finding it — before touching tech, training or systems.

2

Love

Experiences You Fall For

The reason a customer chooses to come back. It can't be manufactured — but it can be protected, and grown.

3

Longevity

Made to Last

Structure, frontline behaviour, culture and follow-through — built so connection survives past the first interaction and holds at scale.

Workshops

Bring your team on the journey.

Half-day and full-day bespoke workshops designed for your organisation to collaboratively get to the heart of your problem, through three phases — Connection, Love and Longevity.

  • Human First — understanding your customer, empathy mapping and identifying personas
  • Experiences You Fall For — journey mapping (current and future) and data and insights audit
  • Made to Last — CX strategy and roadmap, Customer Intelligence & scorecard and CX playbook

Coming Soon

The Heart Playbook

Workshops, playbooks and a community of CX practitioners in sport & entertainment.

We're building a practical playbook for people who live this work — starting with a founding cohort. Leave your email and be first to know when doors open.

  • Digital workshops built around Connection, Love and Longevity
  • The Heart Playbook — a field guide for fan-first CX
  • A community for sport & entertainment CX practitioners

Let's Talk

Ready to find the heart of your customer experience?

Based in Melbourne, Australia. Working with sport & entertainment, healthcare and community organisations.

hello@heartcx.com.au