Customer Science posts 53% growth & wins Fast 100 accolade again
Customer Science has achieved a position in The Australian Financial Review Fast 100 List for the second year in a row. The list highlights Australia's companies with the highest revenue growth, and Customer Science has demonstrated notable progress in both revenue and company development.
Revenue performance
The Sydney-based firm reported revenue growth from AUD $8.17 million in FY24 to AUD $12.15 million in FY25. This represents a 52.75 per cent compound year-on-year increase. The company's gross profit also rose by 25 per cent, reflecting additional efficiency and profitability in its operations.
Customer Science's workforce expanded over the past year, with full-time equivalent staff increasing from 43 to 58. During the same period, the company maintained a customer satisfaction rating of 96 per cent.
Strategy and approach
"It's a true honour to be recognised in The Australian Financial Year Fast 100 for a second year in succession. This accolade is thanks to our focus on people, processes and technology in bringing customer and digital vision outcomes to life. Not only does our winning strategy enable us to continue to do interesting and meaningful work for the community but it also supports growing a sustainable business and allows us to reinvest for growth in our business and people," said Todd Gorsuch, Chief Executive Officer, Customer Science.
Product launches
Earlier in the year, Customer Science launched Knowledge Quest, an artificial intelligence-powered knowledge management tool for contact centres. The solution is designed to offer real-time, accurate information and aims to reduce handling times and improve satisfaction among customers and employees. The company developed this product to address the challenge of providing agents with up-to-date information and well-maintained data.
Customer Science also rolled out its AI Accelerator programme. The initiative is a consulting and advisory package aimed at enabling Australian businesses to test the return on investment from applying artificial intelligence in their contact centre operations. The programme supports secure and compliant adoption of AI, in line with industry regulations.
The AI Accelerator programme is supported by several industry vendors and partners, including Genesys, Verint, CISCO, Google, QPC, Optus, COPC, Simon Kris, and Ensighted.
Business expansion
The company broadened its consulting capabilities by establishing a customer experience communications division. This followed the acquisition of Sydney-based Friendly Persuasion, expanding its offering to written forms of customer experience. The division works with organisations on account correspondence, chat and short messaging to help improve outcomes and customer interactions.
Organisational aims
Gorsuch outlined the broader strategic approach of the company. "Customer Science's unique aim is to achieve customer results by building all the CX and digital capabilities needed by organisations through providing advice and professional services across people, process, technology, data, AI, automation, management and product. We value our long-standing customer and vendor partnerships and look forward to continuing to work together to deliver true and trusted customer and digital experience transformation," said Gorsuch.