Create experiences that delight
Customer experience is all about meeting and beating your expectations. Our focus is on helping organisations understand the gap between what your customers expect versus what they currently experience.
We use these insights to help you become more customer centric and build exceptional customer experiences that delight.
Persona and journey mapping
Bring your customers to life and offer your employees real insight into your customers’ thoughts, feelings and interactions with your business.
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.
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.
Customer satisfaction and VoC
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.
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).
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.
CX training and workshops
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.
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.
CX and UX challenges we love
How can I build greater customer centricity and empathy across my organisation?
What is the most effective way to monitor real time customer experience?
How can I optimise my current user experience to drive growth?
What can I do to improve the CX skills of my team?