CUSTOMER EXPERIENCE
Challenges of delivering exceptional customer experience
Rising customer expectations, increasing uncertainty and changing consumer behaviours mean providing a good experience is no longer good enough. Customers want something that is unique, transformative and delivered in a context and channel that is relevant to them.
From experiences to transformations
The experience economy has become a reality for most brands we know today, with companies competing to provide moments that make them stand out from the crowd. At the same time, the transformation economy, where brands support the purpose of personal achievement over and above material possessions, is becoming increasingly important.
The touchless economy
In a world where interactions are typically consumed in a physical context, with our senses and emotions helping us to differentiate between products and services, brands need to rethink how they make meaningful connections with their customers in ever-more touchless, virtual settings.
Post-pandemic behaviours
In today’s new normal, organisations are having to adapt and change to new legislation and reduced budgets, while remaining relevant to their customers. Against a backdrop of dynamic and changing customer expectations, the future success of organisations hinge on their ability to rapidly understand and respond to these demands so they don’t get left behind.
Our Services
In an environment where the only certainty is uncertainty, taking a holistic approach to your customer experience is critical to your organisation’s success. We can help you deliver a best-in-class customer experience using strategy, experience design, design thinking and customer insights. We can deliver pragmatic change at pace and with scale by adopting agile frameworks using design-thinking tools and techniques.
Experience
Using human-centred design techniques, define and design the E2E experience for your customers that helps determine where to invest in driving memories, retention and competitive advantage.
Strategy
Evaluate your strategic response to changing customer needs and expectations to determine growth retention and the impact on future investment decisions.
Insight
Become data and insight-led, deepening understanding of customer and user needs using primary and secondary research to take evidence-based, strategic decisions around your customers’ experiences.
Our Credentials
We are privileged to be working with some of the largest and most influential organisations to deliver exceptional customer experience. View some of our client stories here.
Reimagining the customer experience
Enhancing customer experience and reinventing digital culture.
Making customer experience commercially viable
Developing a Europe-wide approach to customer experience for a sports and entertainment company using insights-led decision-making to inform investment and sponsorship.
Applying customer experience techniques to the employee experience
Improving the digital self-serve experience for staff.
Our recent awards
We won three customer experience awards in 2022 at the International Customer Experience Awards, the European Customer Experience Awards and the European Customer Centricity Awards.
Our Insights
Our team of experts regularly share their insights about customer experience across a range of sectors. You can read some of them here.
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Meet some of our team
Greg specialises in customer experience, service design and digital transformation consulting. He has extensive expertise in journey mapping, segmentation, experience design and customer experience-led digital transformation. He possesses excellent delivery ability, with knowledge of how to combine customer-centric principles with business objectives, ensuring any recommendations and ideas are pragmatic and deliver value.
Lizzie a plus de 10 ans d’expérience de conseil international en stratégie et transformation opérationnelle. Elle a travaillé dans de nombreux secteurs, notamment les technologies, les télécommunications, les sciences de la vie, et le commerce de détail. Lizzie a mené des programmes complexes de transformation d’entreprises à grande échelle pour des multinationales, tout en travaillant dans plusieurs pays. Lizzie est diplômée de l’Ecole de Management de Strasbourg et a obtenu un MSc de Stockholm School of Economics et un MSc d’University College of Dublin. Elle parle couramment anglais et français.
Fraser has a proven track record of delivering customer experience-led digital transformation for large organisations in both the public and private sector. He specialises in the human aspect of digital transformation as much as the technology, with experience ranging from journey mapping to operating model design, and persona development to digital product management.
As a senior adviser in business and digital transformation and an experienced programme and project leader, Scott has spent the best part of a decade acting as a catalyst for business and digital transformation across Ireland, Europe, the Middle East and South Africa. Bringing the capabilities of Gate One to Ireland was a major factor in Scott’s decision to return to the country. He believes that the energy, passion and determination that Gate One brings to everything it does provides clients with a genuine, customer-centric alternative. Scott is excited to be disrupting the local status quo with a compelling alternative.
Ruth thrives on collaborating with clients and colleagues to drive change. With over 7 years of consulting experience, her expertise encompasses a wide range of areas including digital transformation, change management, project management, employee experience, organizational design and communications. Ruth loves to work closely with clients to understand their organisation and deliver impact through exceptional advisory work.
Kellie specialises in customer experience and specifically design thinking, having worked in-house and in an advisory capacity for a number of organisations. A creative problem solver, Kellie is accustomed to unpacking complex business challenges and harnessing her divergent thinking and experience to tackle all aspects of the experience design process, pushing the boundaries of what clients can achieve.
If you would like to speak to us about cultivating customer relationships in a digital world, please contact Scott Ellis.
