Photography Credit Viktoria Alipatora

Natalie O'Brien & CO - The Business of Experiences

Customer experience has never been so important. Positive customer experience builds brand loyalty, grows customers and creates thriving organisations.

We work with you to create a customer experience strategy built around your purpose, that informs business, brand and marketing planning. We deliver an actionable plan across the business to deliver positive and memorable experiences at every touch point. To complete the loop we explore how to gather, share and implement customer feedback delivering business growth by helping customer’s succeed. 

With years of knowledge and a war chest of observations across the service sector our carefully curated team of talented experts together with leading edge insights can help your organisation grow. 

We are a customer experience knowledge bank with proven IP and methodology to deliver exceptional results.

Embla Restaurant – Photography Credit Josie Withers

Meet Natalie O'Brien & the 'CO'

Natalie is a leading customer and business strategist with 25 years’ experience spanning tourism, hospitality, events and infrastructure development.

She established her consultancy with one aim in mind, to transform the customer experience enabling organisational culture to flourish and profitability to grow. 

We curate bespoke teams from a panel of sector specialists and creative experts the ‘CO’ for a tailored solution each time.


Our work

Creating Restorative Consumer Experiences focussed on the mind and body

A ‘global table’ to connect Victoria’s food and agriculture industry with the world.

A collaboration between two of the world’s leading culinary events.

News - Need to know customer trends and insights?

The Power of Feedback in delivering better customer experiences

When was the last time you walked away feeling less than satisfied – or even disgruntled – post an experience you were really looking forward to?

Experience the Metropolis of Berlin — thirty years after the fall of the wall

Meet the captivating new Berlin. The German capital has claimed the crown of Europe’s coolest city, leaving the shadows of its former thirty-year division well behind.

The case for a national master plan with people and the environment at the heart

How could anyone possibly master plan an entire country? Especially one the size of a continent, with varied jurisdictions, State laws and Federal requirements.  The constitution aside, why would we even attempt to create a national master plan?

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“Natalies experience, in-depth knowledge and influence ensured that the who’s who of the culinary scene were involved in helping us create an event that will be talked about for many years to come.”

Zoe Shurgold — Media & Consumer Communications Manager, Visit Victoria