CXO2 launches new practice to unlock productivity and turn transformation spend into measurable outcomes.
- Sara Elmstrom
- Jun 11
- 4 min read
Australia and New Zealand have a serious productivity problem. After two decades and billions of dollars sunk into digital platforms and enterprise technology, many organisations are still not seeing the operational gains, service improvements or workforce productivity they were promised.
SYDNEY, 11 June 2026.
This issue isn’t new! In Australia productivity for the last decade was the lowest for the last 60 years. New Zealand is a clear example of the same problem, often more pronounced. This is not just an economic problem. It is an execution problem inside organisations. Technology alone does not create productivity - adoption, workflow design, and operating models do.
To address the execution problem CXO2 has launched a new practice for clients “Process Optimisation & Technology Enablement”. This practice will help organisations turn transformation and technology investment into measurable productivity, performance and customer outcomes. CXO2 is part of The Bridge International group, one of Australia’s fastest growing management consulting boutiques.
David Vincent, Chief Operating Officer of CXO2, will lead the new practice. He brings more than three decades of experience helping organisations lift productivity, redesign operations and turn transformation investment into sustainable outcomes.
CXO2 is a specialist CX and transformation consultancy operating across Australia and New Zealand. Its practitioners have held senior roles running successful businesses and are hands on, from discovery through to delivery. Working across CX Transformation, Process Optimisation & Technology & AI, and High Performance Culture, the team's focus is singular: designing great experiences from the boardroom to the frontline that deliver on commercial value.
Stuart Blake, Executive Chair of The Bridge International and CXO2 said,
“Organisations have spent two decades making significant investments in technology, and the productivity dividend has largely not materialised. Rarely has the business case been delivered on time or full benefits realised. How many companies are in technology remediation and re-writing business cases that don’t remotely resemble the original pitch? Rapid investment in AI without a different approach will also deliver the same poor outcomes.”
“A common trait is that operations point the finger at the IT team and the IT team the Tech provider. The reason isn’t the technology itself. Transformation needs to be business led and consider people, processes and systems together. If processes aren’t fit for purpose and redesigned to match business requirements, automating bad experiences increase costs rather than delivering productivity. People, processes and systems must move together. CXO2 exists to ensure this happens.”
The new practice will help organisations redesign how work gets done, enable the right technology and embed change so value is realised. It focuses on three key areas:
Business led process optimisation
Human centred design
Technology enablement, readiness and adoption
The practice will support organisations across financial services, retail, health, travel and utilities sectors, including mutual, government and not-for-profit enterprises.
Sara Elmstrom, Chief Executive Officer, CXO2 said,
“Most technology transformation stalls for the same reason: organisations buy a product, not a solution to their specific problem,”
“Add to that the human factor, the people, the work, the way things actually get done and it’s no surprise only 5% of organisations are realising real value from AI. We've delivered a 10x cost reduction for one organisation, a 35% sales uplift for another, 30% productivity gains for another still. The cost of getting this wrong is climbing. This isn’t new territory for us.”
“Our team has spent decades doing exactly this work, long before AI became the headline. This launch is about doubling down on what we know works. In my view, no one does that better than David and his team.”
David Vincent, Chief Operating Officer, CXO2 said,
“There is a real productivity challenge,”
“Organisations have invested heavily in digital, AI and technology, but the gains often stall because the underlying work was never redesigned to support them properly. This practice is built to help clients simplify work, improve execution and realise measurable productivity and customer outcomes.”
David has led transformation and operational improvement programs across Australia, New Zealand, Vietnam and the United Kingdom, with experience spanning customer experience, claims operations, contact centres, workforce optimisation and operating model design. In addition to his role as Chief Operating Officer of CXO2, David leads delivery enablement and transformation work that helps organisations implement and sustain change.
For further information on CXO2’s Process Optimisation, Technology and AI Enablement please contact David Vincent or Sara Elmstrom.
About CXO2
CXO2 is The Bridge International group’s specialist customer experience and transformation business. CXO2 works with organisations to improve enterprise performance by strengthening service and operational foundations, then translating strategy into execution that works.
CXO2’s approach is pragmatic and commercial. We help organisations reduce avoidable contact, improve cost to serve, protect trust and lift productivity, while embedding change so outcomes stick. CXO2 works across industries as practitioners who have led and delivered in complex environments, partnering closely with teams to simplify complexity and turn customer intent into clarity and measurable impact.
About The Bridge International
The Bridge International is a trusted, alternative, innovative and purpose driven management consultancy operating in Australia, New Zealand and internationally. It is a values and purpose-driven organisation headquartered in Sydney, with teams across Australia and New Zealand. Their vision is clear - to become the most trusted professional services consultancy in our chosen markets.
The Bridge International’s leadership team brings deep C-suite experience, having walked in the shoes of their clients. This practitioner-first approach, combined with strong consulting capability, enables them to quickly define the problem and design pragmatic, fit-for-purpose solutions that are actionable and effective - not theoretical.
Clients trust The Bridge International to provide honest advice and work as an extension of their team, delivering measurable results and strong returns on investment. The company’s fair-value model reflects its fast-track approach, lower overheads, and commitment to having senior experts on every assignment.
The Bridge International’s practices span: Strategy & Corporate Development, Customer & Operations, Leadership, Culture & Capability, Insurance, Program Delivery & Embedment.
About Bridge to Good
Bridge to Good is how The Bridge International turns business into good. Through its foundation, the company supports Lifeline, Cancer Council NSW, and Dementia Australia, helping create impact where it matters most.
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