About us

What sets us apart is our substantial CX and TCF experience, our strong competence in both software and consulting, and our outstanding service. Add to this our strengths in practical design, structured planning, and reliable execution.

About us

What sets us apart is our substantial CX and TCF experience, our strong competence in both software and consulting, and our outstanding service. Add to this our strengths in practical design, structured planning, and reliable execution.

Customer retention experts

We provide powerful, simple systems, strategies, and project management services that drive operational excellence and customer trust. Our expertise in creating greater customer retention and advocacy achieves sustainable business growth for our clients.

Systems

Systems

Our specialised and customised software equips managers with the tools to drive, monitor, and measure their status and progress in delivering excellent CX and TCF outcomes.

Consulting

Consulting

Leveraging decades of expertise in CX and TCF, we craft bespoke customer strategies, analyse existing processes, and design impactful solutions to retain more customers.

Project management

Project management

We manage CX and TCF projects to give clients the traction they need to drive meaningful business improvements and achieve exceptional customer engagement.

Systems

Systems

Our specialised and customised software equips managers with the tools to drive, monitor, and measure their status and progress in delivering excellent CX and TCF outcomes.

Consulting

Consulting

Leveraging decades of expertise in CX and TCF, we craft bespoke customer strategies, analyse existing processes, and design impactful solutions to retain more customers.

Project management

Project management

We manage CX and TCF projects to give clients the traction they need to drive meaningful business improvements and achieve exceptional customer engagement.

Meet Samantha Hillion-Burns

Founding Brilliance in 2009 as MD and Customer Director, Samantha brings three decades of expertise in customer excellence.

With an MBA (cum laude) in Customer Loyalty along with a degree in Psychology and Communications, and UX Design qualifications, Samantha is a seasoned expert in customer solution design.

Her passion for creating impactful customer solutions inspired Brilliance’s unique approach, combining structural design and a dedication to customer trust and loyalty as a competitive advantage.

Samantha’s experience spans projects that have reshaped processes, cultures, and customer outcomes from service recovery transformations to embedding CX and TCF principles in business practices across multiple divisions.

Beyond delivering results, her work is about making a meaningful difference in the way companies connect with their customers.

With decades of expertise in web and mobile app development for clients locally and globally, our systems team is strongly skilled in ASP.Net, .NetCore, C#, Javascript, Node.js, Vue.js, Angular, Azure and more. Bottom line: Our systems are robust and our team always ready to help.

With a Ph.D. in industrial psychology and decades of experience in financial markets, Dr. Warren Burns supports Brilliance as needed. His strong strategic insight and understanding of human behaviour bring significant value to our projects, enhancing our impact.

Our international network of experts brings specialised insights to each project as needed. With expertise in customer experience, risk management, culture and leadership this network enhances our consulting services, delivering world-class solutions for complex challenges.

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Meet Samantha Hillion-Burns

Founding Brilliance in 2009 as MD and Customer Director, Samantha brings three decades of expertise in customer excellence.

With an MBA (cum laude) in Customer Loyalty along with a degree in Psychology and Communications, and UX Design qualifications, Samantha is a seasoned expert in customer solution design.

Her passion for creating impactful customer solutions inspired Brilliance’s unique approach, combining structural design and a dedication to customer trust and loyalty as a competitive advantage.

Beyond delivering results, her work is about making a meaningful difference in the way companies connect with their customers.