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connecting insight

 

 We’re in the age of the customer; insight is more important than ever.
Making customer insight count is about making the right connections – connecting business context, customer research and data, and commercial reality to inform and drive change.
We make the right connections to deliver better outcomes – for customers and for businesses. 
 

 

01

customer experience strategy

Setting an ambition that ‘puts the customer at the heart of a business’ is one thing…defining what this means and making it happen is another.
We help our clients to better use insight to inform what goes in to and comes out of their strategy; placing customers at the heart of business decisions and everything that they do.

qualitative research

Customer needs and expectations are ever changing. Depth of understanding is key to staying ahead; we have to unpick the psychology that underpins behaviour, build upon and link this to other forms of insight.
We’re experienced qualitative researchers, who are all about the right approach. We work with clients to design, conduct and deliver qualitative research; providing a platform from which to drive action and a compelling reason to make change.

customer journey mapping

Customer journey mapping is much more than a process of mapping and creating a visual output, it is a discipline; a way of connecting insight and a universal framework to manage the customer experience. We are customer journey experts, who specialise in…
• Building CJM strategies
• Mapping ‘as is’ journeys
• Journey optimisation and experience design
• Training courses and toolkits

working with us

the right approach

blended expertise

genuine partnership

some sectors we work in

  1. Financial services
  2. Retail
  3. Telecoms
  4. Travel & leisure
  5. Utilities
latest news & views

B2B customer experience

hub by Premier Inn: A great example of CX design

21st September 2017

Ever stayed at a hub by Premier Inn hotel?  Whilst in London for business the other week, we tried it out for the first time and wanted to share our t...

Customer experience awards

Judging at the UK Customer Experience Awards ’17

23rd August 2017

Its been a busy few months for lens…we’re looking forward to judging at the UK Customer Experience Awards coming up in September – l...

B2B customer experience

Start-up customer experience: The case for a ‘customer first’ approach

23rd May 2017

UK start-up businesses are on the rise – 2016 saw a record number (650,000) of new start-ups, with this trend predicted to continue in 2017. Alongside...

get in touch

Call us on +44 (0) 7921 219 708 or write to us at: