Cultivating customer relationships in a digital world

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.

Insight-led decision-making

Become data and insight-led, deepening your understanding of your customers’ behaviour change to inform strategic decision-making.

Evolving customer strategy

Evaluate your strategic response to changing customer needs and expectations continually, understanding their impact on future customer and technology investment.

Design-led experiences

Design the target experience for your customers, identifying where within the journey you invest in cultivating emotional intensity and curating a unique experience.

Empathy-based design

Focus on experimentation and research. Understand and interpret the impact of changes to inform future experiences, products and services before significant investment is made.

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.

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.


Meet some of our team

David Forde
Customer Experience Lead
Greg Beckett
Emily Armstrong
Kellie Hill
Senior Consultant
Scott Ellis
Client director
David Forde
Client Director
Emily Armstrong
Kellie Hill
Senior Consultant

If you would like to speak to us about cultivating customer relationships in a digital world, please contact David Forde.

If you would like to speak to us about cultivating customer relationships in a digital world, please contact Scott Ellis.