Online Customer Engagement that works

Our Story

The Working Octopus is a Melbourne based consultancy focused on digital strategies that maximise customer engagement and customer self-management through an online self service channel.

We are dedicated to improving customer experience and removing operational costs by enhancing your digital channel. The team at the Working Octopus can assist you across the full life cycle of the digital channel (digital strategy, business case, customer adoption and effort analysis, project delivery oversight, operational benefit realisation)



Leadership Team

Mike Crooks

Co-founder / Chief Digital Officer

Mike is an accomplished benefit-driven director with a strong background in consumer and customer facing online solutions ranging from online share trading and portfolio management; auction and e-commerce sites; through to customer portals, advertising presence management and ROI monitoring.

He is passionate about understanding the digital landscape facing a company, developing a strategy to maximise the outcome for the company and then executing the strategy by leading blended virtual teams (business owners, UX design, producers, BAs, architects, developers, testers and project managers.

  • 25+ years IT industry experience in both corporate and consulting roles with 15+ years engaging with senior business stakeholders, providing services and solutions that meet their needs.
  • 10+ years background in project delivery (predominately using agile-based methodologies), managing programs of work with teams of up to 90 people and budgets up to $41M.

Libby Dale

Co-founder / Chief eXperience Officer

Libby is a digital professional who is passionate about solving business problems related to customer experience and operational efficiency. She is particularly strong in applying technology to deliver positive and measurable business outcomes with most recent success in driving change from a manual labour based operations to an online self service channel which improved customer service and reduced operational cost.

As a natural leader and team player she has an inclusive style and excellent stakeholder management skills. Her consultative approach to negotiation and priority management leads to positive outcomes for all.

  • 25+ years IT & telecoms industry experience in corporate roles technical, through to Marketing, Sales & Strategic product development.
  • 15 years in commercial and customer aspects for online and eCommerce projects, Libby understands the full project lifecycle from conception to business case then product development, delivery and operations.