Customer Experience (CX)
you can design it intentionally or leave it to chance
Customer Experience is the sum of all the interactions an individual has with your brand. This can include multiple interactions across different touch points, devices and locations both offline and online.
Understanding the full Customer Experience takes an evidenced-based approach to inform how best to design each user experience on your website, on mobile, in store, in social channels and B2B channels. It also highlights and helps you prioritise operational dependencies, from processes to IT systems.
We help clients at every level of CX maturity. We can help you create or enrich any existing CX research insights, and bridge it into real-world UX design to optimise aesthetic with function for the best outcome.
Whilst personas, customer journey mapping and NPS scores are just part of the picture, we help you surface the intent and behaviours of your customers. This helps you understand how best to influence them. Having the right insight intelligently informs your content strategy, avoids wasted effort and helps you design more effective nurture programmes, cross-sell and upsell.
We deliver CX services in 3 ways:
These are delivered either as a consultancy service, a managed service using modern CX tools, or specialist interventions to enable a repeatable approach. In all cases, the approach will enhance the customer experience you deliver and the digital estate that supports it all.