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.
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
some sectors we work in
- Financial services
- Travel & leisure
Raising the game in life insurance customer experience12th December 2017
The life insurance industry continues to face several long-standing and well-established challenges – low levels of consumer interest and engag...
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...
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: