Customers are your lifeblood. Make them your priority.

Articulating the role an organisation has in the life of its customers and the application of resources to purposefully achieve customer outcomes

Purpose & strategy

Creating end-to-end journeys which consistently deliver an organisation's purpose to customers

Design

Aligning and managing operations and processes to consistently meet or exceed customer expectations

Operations

Motivating and engaging teams to work together on day-to-day tasks that will deliver or impact the customer experience

People & culture

Measuring and determining the cause/effect of activities and improvements and the governance structures in place to ensure consistent delivery across all touchpoints

Measurement & governance

Helping organisations deliver the degree of advocacy and intended experience to customers and employees

Delivered experience

Customer experience

At the heart of all our work is our CX framework. Providing a rigorous structure around which customer and employee experiences can be managed it also enables organisations to continuously improve their performance.

Delivered experience

Helping organisations deliver the degree of advocacy and intended experience to customers and employees

Measurement and governance

Measuring and determining the cause/effect of activities and improvements and the governance structures in place to ensure consistent delivery across all touchpoints

People and culture

Motivating and engaging teams to work together on day-to-day tasks that will deliver or impact the customer experience

Purpose and strategy

Articulating the role an organisation has in the life of its customers and the application of resources to purposefully achieve customer outcomes

Design

Creating end-to-end journeys which consistently deliver an organisation's purpose to customers

Operations

Aligning and managing operations and processes to consistently meet or exceed customer expectations

Hear more about some of our propositions within Customer Experience

CX return on investment

We help organisations to understand the return on investment (ROI) they can expect with improvements to the customer experience. We help clients to:

Build ROI models to establish a clear relationship between the customer experience and the bottom line
Track the benefits being delivered from customer experience investments
Optimise their investments to create the greatest possible value for customers and the business

See how we did this

CX measurement

We help clients put in place the right processes to collect, analyse and act on customer feedback to improve the customer experience. We help organisations to:

Identify and measure the interactions which have the greatest impact on satisfaction, loyalty and advocacy
Create integrated measurement frameworks to establish cause-and-effect between customer experience metrics at every level
Put in place the right governance model and processes to “make change happen” and improve the customer experience
Assess the Voice of the Customer platforms and tools market and select the solution that best meets their needs

See how we did this

CX assessment

We use our framework to assess an organisation’s capability to manage customer experience, and determine the level of customer-centricity that exists.

We create a detailed report on the strengths and weaknesses in capability and customer-centricity, with a degree of benchmarking against other companies we have worked with.

We always include practical recommendations for improvement to move you in the right direction and quickly make a difference. We find this is what clients value above all else – a set of next steps and a simple plan to set them on their way.

See how we did this

The CX academy

Our CX Academy enables you to have the right skillset and motivation to improve brand perception, customer advocacy and develop sustainable profit through delivering the right experience. It:

Raises awareness of the role CX plays within a business
Provides practical ways for colleagues to improve the experience they provide
Helps businesses to proliferate a customer-centric culture using a group of ‘customer champions’
Helps employees understand the basics of CX so that they can contribute to any CX improvement programmes

See how we did this