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About us

About us

Vet CX specialises in customer experience for Veterinary businesses and is part of the CX First Group. We provide benchmarking services, consumer insights, and tailored training packages to help practice owners/managers make small changes and grow sustainable businesses.

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A vet smiling at a golden retriever puppy

Sydney HQClients across Australia and New Zealand

What we believe

Excellent care for patients and their owners is the key to success

We know the pressures that Veterinary businesses face and understand that providing the best care for each animal is the key driver.

In a competitive environment where pet owners have options for who they select as their service provider, we know that customer experience is a key differentiator in the marketplace.

At Vet CX, we partner with practice teams to gain a deeper understanding of their customers’ needs and expectations and provide the tools to set practice teams up for success.

Leadership

Australian owned, built around your practice

Vet CX is a fully-owned and managed Australian business. The company is headquartered in Sydney with clients across Australia and New Zealand. Our team recognise that one size does not fit all in the Veterinary industry and we are passionate about customising our products and services to suit individual needs.

Vet CX was founded by Michael McKeand, former General Manager of the Australian Veterinary Association’s Business Group. Before joining the Australian Veterinary Association, he worked in the banking sector and was responsible for driving improvements in customer satisfaction, retention, and growth. He understands the impact that excellent customer experience can have on a business.

With a fresh set of eyes in the Veterinary Industry, Michael quickly established himself as a trusted adviser to small-medium practices as well as large corporates. He is passionate about enabling businesses to achieve their goals and understands that the key to their success is providing excellent care for their patients and their owners.

SydneyHeadquarters

AU and NZClient base

CX FirstParent group

Our team

The people behind Vet CX

Client experience specialists and practising vets who know the industry from the inside.

Michael McKeand

Founder

The fearless leader and founder of Vet CX, Michael is passionate about customer experience, business growth and bettering the veterinary industry.

Prior to setting up Vet CX, Michael was the General Manager of the Australian Veterinary Association’s Business Group. Before that he worked in the banking sector and was responsible for driving improvements in customer satisfaction, retention, and growth.

Michael is a beloved Broncos supporter, a country boy at heart and father of four beautiful girls, as well as one inner-city Cavoodle called Baxter.

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Jane McKeand

Consumer Insights and CX Training

Jane brings passion and heart to the Vet CX family. With a background in marketing, client experience and client management in large corporate organisations, she is an asset to the team and wider veterinary industry.

Jane manages our consumer insight program and CX Training program.

Jane finds joy in the simple things in life, good coffee, good friends and exploring the great outdoors with her family.

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Dr Claire Stevens

Founding Director, Global Vet Solutions

Claire is the founding director of Global Vet Solutions, she has ten years experience as a practicing veterinarian and previously partnered in three veterinary practices.

She is a published author, coach and facilitator with a focus on leadership, life balance strategies and team culture. Recognising the synergies between Vet CX and GVS, Claire partnered with the Team in August 2020. Together we will educate and upskill the industry with .

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Lewis Hunt

Veterinarian

Graduating from the University of Melbourne in 2007, he has worked in practice around Australia and the UK.

He has gathered a wide range of medical and surgical experience, positioning him well to work in both emergency medicine and general practice. In 2015, Lewis starred as one of the Bondi Vets in on Channel 9.

In his (infrequent) spare time, Lewis can be found enjoying the outdoors with his family, speeding around on a mountain bike, and playing with his mischievous cat Boston.

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Let's create exceptional experiences together

Tell us about your practice and we'll recommend where to start.