Bring your customers to life and offer your employees real insight into your customers’ thoughts, feelings and interactions with your business.

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Persona development  and customer journey mapping ties together insight and service design to help you shape better experiences. Using a tailored mix of research and workshops, we help organisations build greater customer empathy by bringing customers to life in vivid detail, understanding their individual emotions, context, and decision-making.

From usability lab studies to intercept interviews, heatmap analysis to website traffic analysis, we provide a tailored UX research solution for the individual needs of our clients.

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We work best when you need insights fast without compromising quality. Our expert researchers will become an extension of your team and can suggest the best research method to test and validate your designs and prototypes for existing or future products. 

Through our team’s extensive experience, we will advise you on the most appropriate programme for your business; whether a traditional customer satisfaction programme, a voice of the customer programme, or a fully integrated CRM/customer experience measurement programme.

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We help you understand and measure the experiences that your customers, prospects, and rejecters have with your organisation across their journey with you. We ensure you use the right metrics; whether NPS (Net Promoter Score), CSat (Customer Satisfaction Index), or CES (Customer Effort Score).

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To deliver your programme we use our advanced CX toolkit, which enables us to design and manage your CSat, VoC, or CX measurement programme. With multiple modules, we can engage with and listen to customers across multiple channels (web, email, SMS) and securely capture time based or event triggered feedback across multiple touchpoints in their journey with you.

Whether the need is to build CX skills within your team or build greater customer empathy across your organisations, we have extensive experience in conducting immersive, fun and high practical CX workshops and training bootcamps.

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Our approach is design to transfer our knowledge to your team and we do this with your customer as a participant in the process.  Our goal is always to leave a legacy of understanding, empathy and enjoyment, while also delivering a bespoke toolkit for ongoing application.