office 61 3 9386-3459
fax 61 3 9386-2148
mobile 61 414 209 674

Who is CXD Customer Experience Design™?

CXD Customer Experience Design™ is a trading name of Total Kare Management Consultants Pty Ltd, a company first formed in 1996. Since then CXD has diversified its interests and associations and has worked either directly or through other companies for a range of organizations. This approach has ensured CXD is able to deliver a seamless experience for our customers.

To demonstrate the breadth of our work, for the last 12 months we have been helping a Sydney based manufacturer Ilum-a-lite Pty Ltd the makers of the Light Eco® energy saving devices, consolidate their market leading position by offering them marketing and sales support.

How we do Business

With access to some of the most sophisticated data analysis tools and marketing professionals in Australia , CXD can deliver an optimum marketing solution - whatever your business is. We place emphasis on understanding your needs and place these needs in the context of where you want your business to change.

Our People

Terry Kanellos 

BA(Melb), BCom(Melb), GradDipEd(Melb), MBA(Monash)

Terry is the Managing Director of CXD and founder of Total Kare Management Consultants Pty Ltd.  He has extensive experience with all aspects of Campaign Management having held a number of roles with companies like Telstra, the National Australia Bank and more recently with Vodafone.

Terry has extensive operational experience in the running of contact centres and process management. 

At Vodafone he was the National Manager for Loyalty and Retention running three customer contact centres across three States – the Telemarketing group in Melbourne, the Mobile Phone Upgrades group in Sydney and the Winback group in Hobart . In his last role with Vodafone he was the Senior Manager – CRM where he was responsible for developing the CRM framework and was the process owner for all customer management processes across the organisation. Prior to that he managed the “save” program at Telstra MobileNet covering over 700 agents across 6 sites.

Terry has also worked as the Market Research Manager at Telstra MobileNet and in other market research roles. Those positions provided for hands on experience in running customer and staff satisfaction survey. He led internal workshops on customer satisfaction and cross selling skills in the contact centre. He has also been a committee member of the Market Research Society’s Victorian Division and is currently a Full member of the Society. He is also a member of the Monash Marketing Alumni committee and a regular contributor to their publications.

Terry has a Bachelor of Commerce from the University of Melbourne (majoring in Econometrics and Psychology) a Bachelor of Arts (Melb) (majoring in Mathematics and Modern Greek) a Post Graduate Diploma in Education (Melb) and a Master of Business Administration from Monash University .

Joseph Dominic Trimboli 

DipBusMgt(Deakin), AIMM

Joe is General Manager Sales & Marketing of CXD.  He has over 20 years management and executive experience with a major multinational oil company in a number of roles and brings a wealth of operational marketing and strategic knowledge to our customers. 

Joe also has a very keen interest in the operational and strategic aspects of Health, Safety, Security, Environment & Quality systems, project management, resource efficiency and cost leadership. During his career Joe gained significant knowledge of health, safety and quality systems, safety and risk management, project management, operations, logistics, back office management and developing effective teams.

Joe has a Diploma of Business Management from Deakin University, he is a member of the Australian Institute of Management and of the Monash University Alumni working with the Marketing committee group.