About Us

Who We Are

Expy is a consultation firm for medium to large organisations, with a particular focus on experience, development and change enablement
When working with customers, our goal is to help our clients optimise their experiences, specifically customer experience (CX).
We believe that only by knowing one’s position in the rapidly changing and dynamic business context can one find innovative and inspiring ways to grow and thrive as an organisation.

Why Choose Expy

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Servicing Australia Wide

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EXPY-Icon-V2_Combined-Experience

50+ Years Combined Experience

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Holistic
Approach

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Research & Industry Driven

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Expy is here to help our clients flourish.

We take a holistic approach to CX by including Technology Experience (TechX), User Experience (UX), Brand Experience (BX), and Employee Experience (EX) in our analysis of businesses or organisations. We are proud that we have developed an original model and foundations that will underpin our approach and thinking.
We are passionate to explore issues that clients face in ways that provide meaningful and informed insights and solutions that will enhance their strengths, mitigate their weaknesses, uncover opportunities, and minimise potential risks.
We are able to do this by applying technical research knowledge, expertise, and access to our deep and rich proprietary database of market and social research through our partner company, McGregor Tan.
Our specialists are able to delve into data and uncover narratives and stories that can help unlock potential and reveal challenges or obstacles. Once the data has been collected and analysed, we communicate the strategies in a way that will empower the client to make evidence-based decisions that will shape the future of their company and staff.

Expy Mission

We aim to enable you to understand how your customers think, what they say, and how they act, with an unprecedented level of detail. We achieve this by benchmarking your customers’ experience across seven key performance measures. These measures are:
  • How your services are personalised
  • How you empathise with customers
  • How far your touchpoints are integrated
  • How transaction efforts can be minimised
  • How quickly you can solve problems
  • How your trust and safety standards are perceived by others
  • How you can exceed your customers’ expectations
Expy is here to help you embed exceptional customer experience within your organisation — for now, and for the future.

Expy Mission

We aim to enable you to understand how your customers think, what they say, and how they act, with an unprecedented level of detail. We achieve this by benchmarking your customers’ experience across seven key performance measures. These measures are:
  • How your services are personalised
  • How you empathise with customers
  • How far your touchpoints are integrated
  • How transaction efforts can be minimised
  • How quickly you can solve problems
  • How your trust and safety standards are perceived by others
  • How you can exceed your customers’ expectations
Expy is here to help you embed exceptional customer experience within your organisation — for now, and for the future.

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Here’s What Our Brand Values The Most

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EXPY-Icon-V2_1-Value-Curious

Curious

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EXPY-Icon-V2_2-Value-Imaginative

Imaginative

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EXPY-Icon-V2_3-Value-Willingness

Willingness

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EXPY-Icon-V2_4-Value-Colloborative

Collaborative

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EXPY-Icon-V2_5-Value-Agile

Agile

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EXPY-Icon-V2_6-Value-Empathy

Empathy

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Trust

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EXPY-Icon-V2_8-Value-Optimalist

Optimalist

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Meet the team that makes things happen.

Our team are experienced professionals and are passionate about what they do.

Jaclyn Thorne

Co-Founder and Director
Jaclyn has worked in the private and public sectors in economic development roles and marketing. Her greatest skills are in industry liaison, stakeholder relationships and experience development activities.
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Seeing an opportunity in the marketplace due to limitations around advisory functions in market research agencies, Jaclyn decided to start a separate consultancy focussing on optimising customer experiences through improving tech, HR, product/service and data visualisations. As Managing Director and Founder, Jaclyn provides high-level direction and management of strategic company activities. Products include customer journey mapping, experience mapping, service blueprint design, Cx Strategy, staff workshops.
BA, B.Man, Dip.Lang, GradCertTourism (F&EDesMgmt) QPR

Tom Hannon-Tan

Co-Founder and Director
Tom possesses a highly sought-after mix of specialised strategic marketing skills complemented by commercial expertise in market research, sales and business development. With more than 20 years of experience, Tom has worked…
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extensively as both a buyer/ commissioner of marketing and social research as well as a supplier of research at McGregor Tan. This experience positions him not only to understand the challenges faced by clients but also how to solve them by providing actionable insights through innovative market and social research methodologies.

Sinteché van der Merwe

Sociologist and Business Manager
Sinteché is a Sociologist with a particular focus on business and organisational culture. Her previous experience is in academia, where she worked as a senior lecturer at the University of South Africa in the field of group dynamics…
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and workplace culture. She holds a PhD in Sociology and a Postgraduate qualification in Business Administration. Sinteché is passionate about identifying current strengths and challenges for businesses, as well as mapping their opportunities and the way forward.
D.Litt et Phil in Sociology, MSocSci in Sociology, BSocSci in Sociology, PDBA, BSocSci in Psychology.

Luc Hygonnet

TechX Advisor and Dashboard Creator
Luc is a specialist in managing IT infrastructure and databases. He has an excellent understanding of the potential challenges that companies may face in terms of data management, day-to-day IT maintenance and support…
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and the implementation of new technology in the organisation, and uses this knowledge and understanding to provide practical solutions for businesses.

Inma González Segura

Consultant
A specialist in the tourism and hospitality industries, Inma has extensive experience in CX and has previously worked as a lecturer at the Cologne Business School in Germany and as a consultant in multi-stakeholder international projects.
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She holds international qualifications and has industry experience in the UK, Spain, Germany and Eastern Europe. Inma is fluent in English, German and Spanish, and is excellent at developing strategies and solutions targeted at CX.
MSc Tourism and International Development, BSc Tourism Management.

Sally Stabler

Brand Specialist
Sally has over 15 years’ experience across business and product development, customer service, brand management and strategic marketing consulting in businesses from all levels from local and state governments…
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industry non for profits and small to big commercial businesses with a focus within the tourism industry. She has worked on some major customer experience projects including rebranding Tourism Northern Territory brand, delivering on the digital strategy which included 11 website redevelopments at VRTP and identifying the gaps at Queensland Museum.
Sally holds a Master of Business (Integrated Marketing Communications) and a Mini MBA by Marketing Week – Mark Ritson. She focused her thesis on the significance of using digital platforms to streamline business systems and how to communicate with ideal customers in the modern world.
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