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.
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.
Reinventing the retail experience
Redesigning in-store gaming for a national betting and gaming organisation.
Applying customer experience techniques to the employee experience
Improving the digital self-serve experience for staff.
CX Awards finalist
Gate One, in partnership with AEG, was shortlisted in the ‘Customers at the Heart of Everything – SME’ category at the UK Customer Experience Awards 2020. We were recognised for our work with AEG to create a Europe-wide customer strategy, enabling the world’s leading sports and live entertainment company to deliver a consistently best-in-class, ‘always’ experience across its venues and festivals.
Meet some of our team
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.
Emily has experience in customer experience, service design and strategy. She has worked with a range of major retailers in the grocery, health and beauty, and home improvement sectors, focusing on customer journey mapping and experience design. She has broad experience in agile delivery and is effective at using test-and-learn approaches to accelerate business value.
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.
