MOST BRANDS DON’T HAVE A SALES PROBLEM.
THEY HAVE A MEMORY PROBLEM
If your customers can’t remember you, they can’t choose you.
The Experience Gap is the distance between what you do and what they feel.
Closing it is the future of growth.
ARE YOU DOING THIS?
You’ve invested in campaigns, stores, activations, content.
But most of it is forgotten by tomorrow.
Customers scroll past your message.
Teams chase metrics no one remembers.
AI personalises everything… except meaning.
The result? You’re doing more, achieving less, and leaving loyalty on the table.
HOW TO CHANGE IT
There’s a reason why some brands stay unforgettable.
It’s not luck. It’s not budget.
It’s because they design for memory, not metrics.
I call it the Experience Arc:
Presence → Creating space for connection.
Connection → Designing moments people feel.
Surprise → Breaking patterns so they’re remembered.
This is how you close the Experience Gap, the gap between what you do and what they carry with them.
I’ve spent two decades building brand worlds with Adidas, Prada, Yohji Yamamoto, and more. Named Australian CX Leader of the Year, I now help brands and leaders redesign experiences that last.
WHY DO A CX AUDIT?
This free audit is your first step toward closing the Experience Gap — revealing how your digital and brand journey truly feels from the outside.
You’ll get:
A remote review of your digital and/or physical brand journey.
Your results scored through the Experience Arc framework — Presence, Connection, and Surprise.
Your Top 3 memory-impact recommendations to act on immediately.
A 1-on-1 video call with the Australian CX Leader of the Year to discuss the findings.
See what people remember — and what they don’t.
Register for Your Free Audit
Ready to see what your customers really remember?
Fill in the form and we’ll reach out with next steps and available times. Numbers are strictly limited.
In-person store visits are available in Sydney only. If you’re outside Sydney, we can arrange travel at cost or conduct the audit remotely.