Wednesday, July 30, 2025
Customer Science, the AFR Fast-100 customer service consultancy, has acquired Sydney-based Friendly Persuasion broadening its suite of solutions to now include written customer experience.
Launched in 2014, Friendly Persuasion helps service organisations improve customer experiences and business outcomes in account correspondence, chat and short messaging. They were previously appointed by Telstra to transform over 7,000 customer messages and train 1,100 of their staff to write more effectively. This was a cited as a key contributor to Telstra’s improved NPS.
“Friendly Persuasion has shown that effective language creates a step change in company performance, particularly in the age of automation and AI,” says Customer Science CEO, Todd Gorsuch. By adding their deep expertise in human-centred writing and customer engagement, we’re able to bring our clients’ customer experience visions to life at every touchpoint.”
Friendly Persuasion’s Peter Vierod and Tony Rambaut will be joining Customer Science to head up the newly created CX Communications consulting division.
“It’s not just about making customers feeling warm and fuzzy,” says Friendly Persuasion business partner, Tony Rambaut. “Badly written correspondence is like grit in the grease of business. It slows everything down while irritating customers. But get it right and the gains can be substantial – in both customer satisfaction and operational efficiency.”
Friendly Persuasion creative partner, Peter Vierod adds, “Customer Science’s expertise in using AI to enhance customer experience was a clincher for us. We’ll be using their AI capability to help clients generate the maximum value from every customer communication.”
About Customer Science Group
Customer Science Group helps you deliver world leading services by bringing to life your vision for Customer and Digital Experience. Powered by a team of practitioners each with award winning deep experience, passionate about making a difference. They can take your vision & its benefits from idea, market research and service design through to operational delivery where we can lock in performance through management, people, process, and technology consulting & professional services. With our client commitment to delivering measurable results at a rapid return on investment and sustainability of solution, our clients enjoy great customer satisfaction levels that support their organisational objectives. For further information, please visit: https://customerscience.com.au