About Us

Fulfilla is a boutique consulting firm established in 2017.  Fulfilla is led by Laurie Victor, Director.


Laurie can design, develop, implement, manage and embed Customer and Employee Experience measurement and improvement programs leveraging best practice methodologies such as Net Promoter Score®, Customer Effort and Lean Six Sigma – for organisations seeking to become more customer-centric and to understand how their employee are feeling to ensure they will say, stay and strive:


  • Certified NPS® Associate
  • 15+ years Customer Experience (CX) and Voice of the Customer (VOC) program development and management
  • 5+ years Employee Experience (EX) and Voce of the Employee (VoE) program development and management
  • 20 + years Marketing, CRM, Market Research and Customer Insights

A Different Approach


What makes Fulfilla different isn't just what we do, but how we do it. Our approach is rooted in flexibility and partnership, adapting to where each client sits on their experience journey.


The Fulfilla approach leverages the best employee and customer experience methodologies from around the world, yet tailors them to each individual organisation's unique challenges and goals. This blend of global best practices with local customisation ensures that organisations benefit from proven frameworks while getting solutions that truly fit their specific needs.


"We work for you and with you wherever you want along your experience journey,"  emphasising a philosophy of customisation over cookie-cutter solutions. We tailor programs, methods, and timing to what works for each unique organisation, recognising that one size definitely doesn't fit all when it comes to experience management. If your latest employee engagement census or survey insights are sitting neatly bound in your desk drawer it isn't delivering the benefit promised. Fulfilla works with you to ensure that the insights from your research drives the right actions to deliver the right benefits to the right people.


Our model is simple yet profoundly effective: We do it for you, do it with you, and enable you to do it yourself.


This approach means Fulfilla can meet organisations exactly where they are:


  • We do it for you - For companies just starting their experience journey or those lacking internal resources, Fulfilla takes the reins completely
  • Do it with you - For organisations ready to learn, Fulfilla works alongside teams, building capability while delivering results
  • Enable you to do it yourself - The ultimate goal: empowering clients with the skills, tools, and confidence to sustain their experience programs independently


It's a model that creates true partnership rather than dependency, reflecting a genuine commitment to client success that extends beyond billable hours.

Our programs create real impact by embedding continuous improvement into your organisation's DNA.


We cut through complexity to reveal exactly where change matters most and why—giving your entire organisation a shared sense of purpose and direction.


We build bridges across every level of your organisation, from the boardroom to the frontline. By bringing strategic ambition down to earth and elevating frontline insight to the top, we create genuine dialogue. We listen deeply, empower people to own the change, and transform skeptics into advocates. The result is a customer-centric culture that takes root naturally—because people aren't just executing a mandate, they're part of shaping it.