About

Hello. My name is Tracy Brown. I’m a consultant, essayist, artist, founder and educator.

I started my experience design and strategy career in Cape Town in the late 90's as a graphic designer, moving to London at the beginning of the dot-com boom. For over 16 years I worked as a UI designer, UX consultant, a creative director, a front-end developer and an innovation strategist, relocating to Melbourne in 2014. After working as an experience strategy director and leading a team of 20 designers, I created a regional CX capability for a global agency.

I have been consulting as an independent CX consulting since mid 2019 and I focus on 3 key activities:

1.CX strategy resulting in a future-state customer experience strategy and roadmap, founded in customer research.

2.Tactical consulting involving an analysis of one element of a customer experience strategy to provoke next best actions or to define a fuller CX project.

3.Creating CX capabilities, either by optimising an existing team or setting up an entirely new one.

Training and events

I often present the latest thinking in CX and EX, catered to individual industries and organisations. Talking at events and running workshops with clients is designed to help individuals and businesses progress with their own CX programmes. Some of my most recent speaking events are listed below:

  • WPP Connect, The impact of AI on CX

  • Communications Council, Provoking Behavioural Change

  • UX In Higher Education conference, Service Ecosystems and the role of UX

  • Customer 360, Designing change – Preparing your organisation for post-channel CX

  • Martech Symposium, Marketing automation in a non-automated world

  • V21 Digital Summit, Breaking down the barriers to innovation in Australia

  • Mumbrella 360, Masterclass in experience strategy and storytelling for researchers

Training is designed around what each organisation and audience needs. Most recently I was a part of the 2019 Cannes Creative Leaders Programme (CCLP) as a guest lecturer. I have also designed and run multiple ‘lunch and learn’ sessions for agencies and teams.

Employee experience

I use CX techniques to analyse the current employee experience, understanding key challenges and making recommendations on how to improve the experience for teams. I am not an HR professional; I use CX methods to analyse how teams feel about their working experience, particularly when trying to deliver customer experiences, and make recommendations on how to uplift your teams.

In addition to writing The Meritocracy Manifesto, I have also worked with agencies and organisations to analyse their employee experience and make recommendations on how to address the gaps. As this work is highly confidential, please get in touch if you wish to find out more.