Customer Experience Consulting (CX)

Our CX consulting offering typically begins with an assessment of the current state of your customer experience, using data-driven approaches that help us and our clients gain a clear understanding of the voice of the customer. Through analysis of this valuable data, our UX consultants can identify areas for improvement and develop comprehensive strategies to enhance your customer experiences, leading to increased customer satisfaction, loyalty, and advocacy, improved retention rates and increased revenue.

Through the stages of analysis, recommendations and implementation, we help our clients develop a customer-centric culture across their business. This involves not only developing strategies and initiatives to improve the customer experience, but also ensuring that employees are trained and empowered to deliver on those strategies, and working toward the same goals.

Our toolkit

Customer Journey MappingTo gain a deeper understanding of the customer experience, we use journey mapping to visualise and analyse the end-to-end experience a customer has with your business. This technique allows us to identify delight and pain points and prioritise opportunities for improvement, leading to enhanced customer satisfaction and loyalty.

Customer ResearchOur CX consultants use various research methods, such as voice-of-the-customer surveys, interviews, focus groups, and ethnography, to gather, analyse and understand your customers’ needs, preferences, and behaviours. The insights gained from these tools inform the design of your customer experiences.

Touchpoint AnalysisWe use touchpoint analysis to identify and analyse every interaction a customer has with your business, across all channels and stages of the journey. With this information, we gain a comprehensive understanding of the customer experience, including pain points and opportunities for improvement, helping our clients optimise their CX journey.

Service DesignTo create innovative and effective service experiences, we use a human-centred approach that meets the needs and expectations of customers. Service design involves mapping the ecosystem, designing blueprints, testing and iterating on the experience, creating a customer-centric culture and ensuring customer gratification.

VOC SurveysWith the use of various Voice of Customer channels, we collect feedback directly from customers about their expectations and experiences with your products or services. We analyse and act on these insights to make data-driven decisions that improve the customer experience and increase satisfaction, loyalty, and advocacy.

Customer PersonasOur CX consultants create representations of your ideal customers based on real data and research, helping us better understand your target audience. Personas help to humanise the design process and are used to inform product development, marketing strategies, and tailored messaging and experiences to meet specific needs and preferences.

Rapid PrototypingWe create a working model or prototype of a product or service to test its functionality, design, and user experience. This approach allows us to gather feedback and quickly iterate and improve the product or service, reducing time-to-market and development costs.

Customer StrategyBy analysing customer needs and behaviours, identifying opportunities for growth and improvement, and developing tactics and initiatives to achieve goals, we create a plan of action outlining how our client will acquire, retain, and grow its customer base, as well as enhance overall customer experience.

Social ListeningWe monitor and analyse online conversations and user-generated content related to your brand. Through this we gain insights into customer sentiment, opinions, and behaviours, identify trends and opportunities for engagement that improve reputation, and inform marketing and CX strategies.

Design ThinkingUtilising a problem-solving approach, we focus on understanding the needs and perspectives of customers to create effective solutions for improving their experience with your product or service. It involves a structured process of empathy, ideation, prototyping, and testing and requires a deep understanding of customer needs, behaviours, and pain points.