Creating customer connections 

What is Virtual CX

Virtual CX is a customer centred consulting firm specializing in establishing a Customer Experience (CX) strategy that will drive your business growth and success.

The competitive customer experience landscape is moving at a rapid rate and many organizations are challenged to keep pace. 

Is the CX Strategy right? Is implementation letting you down? Do you have the digitization knowledge to achieve transformation?

Virtual CX provides experienced and proven insights to establish, reframe and deliver on your CX strategy and differentiate with the competition.

Virtual CX is delight to be recognized and endorsed by the Customer Service Institute of Australia (CSIA) as a Certified Practitioner.  

As a Certified Practitioner, Virtual CX joins an elite group of specialist consulting firms recognised for expertise, knowledge and quality in customer service and customer experience. CSIA's Chief Executive Officer, Anouche Newman states "CSIA's Certified Practitioners provide a unique and valued opportunity for the CSIA community to access high-quality consulting expertise from organisations who are wholly aligned to the principals and philosophies of the Institute."

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Our Expertise
About Us

Andrew Carlton is the Director and Founder of Virtual CX.


He was formerly General Manager, Customer Experience for American Express Australia and New Zealand. Andrew has over 25 years of experience in the financial services sector including experience in the US, UK, Canada and Asia.


His corporate responsibilities have included Board of Director for Amex in Australia and Canada, strategic leadership for Customer Experience, large team leadership of Contact Centres, operations and back office fulfilment teams. 


Andrew’s passion for keeping the customer at the centre for decision making has ensured whole organisation responsibility for the customer experience, aligning product design, technology, investment and front line contact centre delivery ensuring customer experience is a business success driver not a cost centre.

Andrew's clients include NSW Government, start ups, banking, retail & telco.


Andrew is a speaker at Customer Experience Conferences, Award judge and has long list of Customer Experience and Contact centre Awards.

Andrew Carlton