Websites AI can read, software
built for people, and systems
that listen to both.
Your customers now ask AI before they ask you, use software before they speak to anyone, and say what they think in emails nobody has time to read. I build for all three, and everything I build is live on this site, open to try.
Start with your problem
Three problems businesses bring me. Start with yours.
CX Matters is a Sydney studio. I
build three things for businesses: websites that people and AI can both find and
use, custom software you cannot buy off the shelf, and AI systems that turn what
customers say into what to fix or improve next. Most people arrive with one of these three
problems. Start wherever yours is; the other two are still here when you need them.
The AI Visibility Audit is free.
Fig 1.1 · AI visibility
Your website, found by AI
Ask AI what your business does. If the answer is wrong, vague or missing, that is what your buyers are being told. The AI visibility audit is free.
AI visibilityFig 1.2 · Software development
Custom software, built for you
Websites that bring customers in, and custom applications you cannot buy off the shelf: donations, bookings, portals, internal tools, and AI agents.
Software developmentFig 1.3 · Customer intelligence
Your customers, finally heard
Systems that take everything your customers say, in emails, calls, reviews and support chats, and turn it into what to improve and what to build next.
Customer intelligenceThe Front Desk
Hey there, I'm Front Desk, an AI voice agent. How can I help?
An AI voice agent that can talk through what CX Matters does, Jason's background and the live systems on this site, or take a message, all grounded in what's written here.
Labs
These systems are running now. Try one.
Each one runs on the same stream of customer feedback, against a real database and a real model. Nothing here is a screenshot.
The Observatory
The whole dataset laid out as a map, where a pattern you'd never catch one comment at a time becomes obvious. Explore the map AskThe Listening Post
Ask the feedback a question in plain language and get the customer's own words back as evidence. Ask a question ConnectThe Signal Line
Puts your customer data behind an MCP server, so an AI assistant answers questions inside the tools your team already has open. See the tools ActThe Monday Brief
An agent that investigates at-risk accounts every week on its own schedule, and writes up what it found. Read a brief ProveThe Proving Ground
Hard conversations run against every version of an agent, so a new mistake shows up here and never in front of a customer. See the verdicts TalkThe Front Desk
Every other lab is something to read. This one answers out loud, grounded in the same data, in real time. Talk to itIn their words
What people who've worked with me say.
March Designs
I had no idea our website was invisible to AI. Jason asked five AI assistants the questions our clients ask before they call us, and March Designs was named in none of the 39 answers that came back. Our competitors were in all of them. He showed me exactly why, cooked up a rebuild so machines can actually read it, and had it live quickly.
Intercom
He impressed immediately with his work ethic, obsession for customer success and being a downright wonderful teammate. … His level of detail, planning, organisation, analytical prowess, understanding problems to be solved and delivering impactful results are skills he displays every day. … I can't recommend him enough as a leader, engineer, program manager, operational expert.
Atlassian
He developed and published critical insights into the challenges our customers faced with Rovo, Atlassian's AI product. These insights directly influenced improvements that drove stronger adoption. Jason also championed the use of AI within our own workflows, improving efficiency and setting a new bar for quality and clarity in his deliverables. What stood out most was the consistently high standard of his work: thoughtful, thorough, and actionable.
Heidi Health
If you ever get the chance to work with Jason take the opportunity to listen and learn. He thinks deeply about CX systems. Bringing an extraordinary breadth of knowledge and understanding to his work. … Jason has an ability to deeply understand any problem. As a leader he comes with a rare willingness to get his hands on the tools if he can assist. The time he commits to helping you grow your craft is commendable.
Intercom
Jason is an innovator, leader, doer, thinker and problem solver, he's that person on your team you go to when facing the stickiest of challenges with no clear way out knowing that he will help guide you there. … He holds a high bar, never misses a detail and demonstrates immense integrity in all that he does. … Whatever Jason does, he does it well.
Heidi Health
Jason's ability to create support systems that scale (immediately) to meet rising demand for support, while concurrently growing the capabilities of his team cannot be understated. … He is able to advocate for users with balanced data analysis and clarity on the opportunities to improve user experience with a cross-functional lens.
SUEN.AI
Jason is methodical, data-driven, and an utmost professional. In my time working with him, he always executed using sound, thoughtful judgment. … He grew our support team from 0 to 1 internally while also managing external service providers effortlessly.
Immutable
Jason is an outstanding operator and leader. … Jason excelled in every aspect of his role … transforming the global partner and developer experience at the company. Jason's positive attitude, adaptability and thoughtful approach made him a joy to work with.
Streamtime
Changes, features and incredible additions to our product have been made with such speeds it's hard to imagine Streamtime without his contributions. … We're consistently seeing very positive feedback from our customers after they have worked with Jason.
Atlassian
Jason was an exceptional partner in driving data-driven outcomes and insights for our AI feature Rovo at Atlassian. He is incredibly proactive, engaged and knowledgeable and was an absolute delight to work with.
Heidi Health
Saw immediate impact in his voice of customer and AI enablement work. Attention to detail is second to none.
cargo.one
His attention to detail is quickly apparent in his documentation and with his aim of solving for and validating any problem-to-be-solved presented to him.
Betashares
I have always appreciated his methodical and comprehensive approach to new tasks and projects and particularly his planning and preparation for team communications and thoroughness with any change management.
Heidi Health
Jason was always the calmest person in the room under pressure, being diligent and making the right calls. … Jason cares about his team, cares about getting things right, which shows in everything he touches.
Why CX Matters exists
Every business I have worked with wanted to look after its customers. Wanting to improve customer experiences was never the hard part.
Fifteen years ago I started on a support desk at Apple. Since then: software developer at Streamtime, Intercom's first Sydney hire, customer experience leadership at Atlassian, Immutable, Shippit and Heidi Health. I build the software your customers and teams use and the systems that turn it into what to improve and what to build next.