CUSTOMER EXPERIENCE
How to navigate constant change and still deliver
Consumers won’t compromise on experience, even as inflation reduces their purchasing power. 58% have already stopped buying a brand due to inflation, and 59% have stopped after having a bad experience. Companies must walk a careful line—delivering exceptional experiences while managing increasing costs.
Inflation has not reduced customer expectations
The cost-of-living crisis have forced consumers to rethink their spending. Nearly half (48%) feel their purchasing power has declined. But their expectations of brands—quality, value and personalisation—are higher than ever.
How can businesses exceed these expectations while managing rising costs and shrinking profits? The answer lies in innovation and, most importantly, personalisation.
Hyper personalisation
Personalisation wins loyalty. If you can harness large amounts of customer data, process it in real time, and deploy innovative technologies, you can deliver hyper-personalisation.
The future of work
It’s not just customers. Employees are looking for more too – great working environments, meaningful work, and purpose-driven employers who benefit colleagues, customers and the planet. AI, used well, can help achieve this.
Our Services
In a world where change is the only constant, a great customer experience can set you apart. We help you take a holistic approach—building strategy, designing experiences and using real customer insights to shape what’s next. Agile frameworks and design-thinking tools can turn ideas into action, delivering meaningful change that lasts.
Experience design
Create memorable experiences for customers with human-centred design techniques. Know where to invest in driving growth, retention, and competitive advantage.
Strategy and transformation
See ever-changing market expectations as an opportunity to create differentiated experiences and drive growth.
Gather data. Build insights.
Understand your customer better with primary and secondary research. Build frameworks for behaviour analytics and make better decisions on customer experience.
Digital employee engagement
Give employees a seamless, intuitive digital experience—and watch satisfaction, productivity and retention improve.
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 Insights
We continually explore customer challenges, priorities and needs using insights from Havas’ annual global studies.
Havas Meaningful Brands
The Rise of the Change Makers 2024 shows that, despite constant change and a sense of perma-crisis, people feel more empowered to take action.
While 70% believe the world is heading in the wrong direction, 56% feel more in control than they did a year ago, and 59% are hopeful about the future.
People want real progress, not promises. Brands can succeed by focusing on accountability, empathy, and meaningful impact.
2024 X INDEX
Customers still demand high-quality experiences, even as inflation forces them to cut back on spending. While 58% have stopped buying from a brand due to rising prices, 59% have done so after a bad experience.
Businesses must exceed expectations to stay ahead.
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The power of GenAI: crafting memorable customer experiences
The power of GenAI: crafting memorable customer experiences
Virtually flawless: how to nail the virtual beauty consultation experience
Virtually flawless: how to nail the virtual beauty consultation experience
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.
