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.
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.
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.
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.
Evaluate your strategic response to changing customer needs and expectations to determine growth retention and the impact on future investment decisions.
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.
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 team of experts regularly share their insights about customer experience across a range of sectors. You can read some of them here.