Hi, I’m Laurence Fox.

As the CEO of FoxCX, I bring 15 years of international experience in Customer Experience, beginning in London and continuing in Melbourne since 2012.

I am a Certified Customer Experience Professional (CCXP) and proudly lead the CX Melbourne network, a CXPA affiliate. My expertise is grounded in certifications from leading CX organizations like Satmetrix (Net Promoter) and Beyond Philosophy, equipping me to provide strategic guidance.

Furthermore, as an accredited practitioner in Human Synergistics, I specialize in helping managers and teams improve their personal and group effectiveness, fostering a more collaborative and high-performing environment..

On a personal level, I’m married and have a couple of wonderful boys and we all enjoy getting out and exploring this beautiful country.

My Approach

Customer Experience is all about interactions and perceptions. I like to start by meeting face to face and asking questions to get an understanding on where you, and your organisation, are on their experience journey. From there we can work out the areas you want to focus on, be it listening to your customers, analysing feedback or designing and implementing operational process improvements through innovation.

Understand it

You need to know the level of experience you, and your organisation, are currently delivering to your clients. To do this we need to communicate with them and your employees to get a true understanding.

Build it

Once we know where improvements can be made in the experience we can start to build towards the experience you want to deliver to your customers and ensure their expectations are met and exceeded every time you interact with them.