Your customers are telling you something. Are you listening?

I help retail and e-commerce brands turn customer experience into a growth engine, not a cost centre.

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See how I work

Trusted by Australia's best retail and ecommerce brands

The word 'OUTCAST' in black capital letters on a white background.

Reverse block of white text reading 'DKSL' on a black background

The word 'MESHKI' written in large, black, uppercase letters on a white background.

Your CS team is flat out, the backlog never clears, and somehow it still feels like nothing is actually getting fixed. Your customers are frustrated. Your team is burnt out. And you don’t know where to start.

Your tech stack is great, Gorgias, Klaviyo, Shopify, Loop Returns. The tools are there but nobody set them up properly, half the integrations aren't even live and now the AI agent is underperforming. You're paying for platforms you're not getting the most out of.

You know the experience your brand promises. And you know what's actually being delivered. The gap between those two things is costing you customers, reviews, and repeat revenue.

That's the problem I fix.

Sound familiar?

What I do

A deep dive into your customer experience, performance, pain points and tech stack.
I benchmark your results against industry best practice, identify where you're losing customers and revenue, and hand you a clear roadmap for what to do next.
Includes: CX Audits, Gorgias platform audits, Customer research programs, market research reports.
I translate what the data and your Customers are telling you into a clear, prioritised CX strategy. Built around your business goals, your team's capacity, and the platforms you're already running.
Includes: 12-month CX strategy, Customer journey mapping, team workshops, ticket forecasts, KPI and reporting frameworks.
Strategy without execution is just a slide deck. I work hand in hand with your team to implement the plan, optimise your platforms, train your people, and build a CX function that scales with your business.
Includes: Gorgias and Klaviyo optimisation, AI agent setup and training, cross-functional process design, ongoing retainer support.

Not sure where to start? A free 20-minute Meet and Greet is the easiest way to figure it out.

Book a chat

How I work

I'm not a consultant who hands you a slide deck, then disappears.

Become one with your team.

I work inside your business, not at arm's length from it. I believe that working with you in your space allows us to unlock process gaps and cultural nuance that get missed over a virtual call.

Data that leads to action

Every recommendation is grounded in your actual numbers and industry benchmarking. CSAT, retention rates, ticket ratios, ESAT all paint us a picture of the CX gaps to address.

Tech and human, together

Our agnostic partnership network helps us to get more out of your existing tech stack and match with you industry leading tech.

Working with Emily on our customer research project was epic. The whole planning process felt super collaborative and easy. She really listened to us and helped shape the project so it actually fit our community. Em brought heaps of knowledge to the table but never made it overwhelming. The insights we got back have been a game-changer for us.

Jade Head of Community Experience, LSKD
She has the rare ability to think strategically about the end-to-end customer journey while also rolling up her sleeves to implement the detail. Her recommendations were always grounded in data, but she also brought a strong human lens, reminding us that customer experience is as much about how people feel as it is about metrics.

Airi Sutherland VP of Digital & Technology, Outcast Clothing
Our journey with Emily Elvey Consulting started with a one-day workshop to review key performance measures of our retail store, both online and instore, with a particular focus on our customers’ experience. Mind blown. What a helpful day of data-driven insights. This led to goal setting, migration to a new email marketing platform and an injection of positivity that any retailer would benefit from. Thank you Em, we are looking forward to achieving many more great results together!

Jo Hutchens Founder, Well Versed Homes
Working with Em is an absolute pleasure. Day-to-day, she brings incredible energy, clear communication, and a responsiveness that makes collaboration seamless. She has a rare ability to quickly understand what a brand truly needs and identify the most effective way to achieve it. In a landscape where it’s all too common to recommend solutions before fully grasping the problem, Em stands out. She takes the time to break down the business, understand the customer, and then unlock opportunities through expert guidance and tailored strategies that create real impact. Our partnership feels like a perfect fit.

Steve Pover Partner Manager, clearer.io

About Emily

I've been inside the businesses I now help fix.

Before I started consulting, I spent years working in retail at MESHKI, M.J. Bale, and The Iconic. I know what it looks like when a CX is managed in silo. I know what it feels like when the strategy coming from leadership doesn't match the reality on the (physical and digital) shop floor. And I know exactly where the gaps are, because I've lived in them.

I started Emily Elvey Consulting because I kept seeing the same problems across brands big and small. Smart teams, good products, loyal customers, and a Customer Experience function that wasn't keeping up. I knew I could help.

Years later, that's still what gets me out of bed. Helping retailers actually connect with their customers in a way that drives loyalty, repeat revenue, and real business growth.