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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. 


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

customer experience

Raising the game in life insurance customer experience

12th December 2017

The life insurance industry continues to face several long-standing and well-established challenges –  low levels of consumer interest and engag...

Customer journey

lens to present at upcoming KX retail event in Leeds – book your place…

27th October 2017

Alongside KX, Asda, Telefonica (O2) and ResearchBods, we will be presenting at the KX Retail & Consumer Products event in Leeds on Tuesday 7th Nov...

Customer experience awards

How can you be recognised for your customer experience success?

19th October 2017

We recently had the pleasure of judging at the UK CX Awards at Wembley – a great experience, which reaffirmed how far Customer Experience (CX) h...

get in touch

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