Our Services
Comprehensive Customer Experience and Employee Experience consulting services. From strategy to implementation, we help businesses unlock their potential through customer-centric approaches.
Customer Experience (CX) Consulting
Transform your customer journey with data-driven insights and proven strategies. We help you understand your customers, identify pain points, and create experiences that drive loyalty and growth.
- •Customer journey mapping
- •CX strategy development
- •Voice of Customer programmes
- •Customer segmentation
- •CX maturity assessment
Employee Experience (EX) Strategy
Empower your team for success with employee-focused strategies and engagement programmes. Happy employees create happy customers.
- •EX strategy development
- •Employee engagement programmes
- •Culture transformation
- •EX measurement and analytics
- •Leadership development
Survey Design
Create effective measurement programmes that deliver actionable insights. Avoid survey fatigue and get data that drives decisions.
- •Survey programme design
- •Survey methodology
- •Question design and optimisation
- •Response analysis
- •Action planning frameworks
CX Technology Implementation
Leverage the right technology to support your CX initiatives. We help you select, implement, and optimise CX platforms.
- •Technology assessment
- •Platform selection
- •Implementation support
- •Integration strategies
- •Training and adoption
CX Strategy & Roadmap
Develop comprehensive CX strategies aligned with your business objectives. Create clear roadmaps for transformation.
- •Strategic planning
- •Roadmap development
- •Stakeholder alignment
- •Change management
- •Programme governance
CX Training & Workshops
Build internal capabilities with tailored training programmes and workshops for your team.
- •Executive workshops
- •Team training
- •Best practice sharing
- •Certification programmes
- •Ongoing support
CX Methodologies & Analysis
We work with companies to deliver standard CX methodologies and analysis that provide deep insights into customer behaviour, satisfaction drivers, and experience optimisation.
Persona Classification
Develop detailed customer personas based on behaviour, needs, and preferences to create more targeted and effective CX strategies.
Customer Journey Design
Map and design end-to-end customer journeys, identifying touchpoints, pain points, and opportunities for improvement across all channels.
Key Drivers Analysis
Identify the critical factors that most impact customer satisfaction and loyalty, helping you prioritise improvements with the highest ROI.
Apostles Model Analysis
Segment customers based on satisfaction and loyalty to identify apostles, hostages, mercenaries, and terrorists, enabling targeted retention strategies.
Text Analysis
Extract meaningful insights from open-ended feedback, reviews, and comments using advanced text analytics to understand customer sentiment and themes.
AI-Driven Insights
Leverage artificial intelligence and machine learning to uncover patterns, predict customer behaviour, and generate actionable insights from your data.
Close the Loop
Implement systematic processes to follow up with customers after feedback, ensuring they know their voice has been heard and actions are being taken.
Unsolicited & Solicited Feedback Listening
Capture and analyse both proactive customer feedback (surveys) and reactive feedback (complaints, reviews) to get a complete picture of customer sentiment.
CES & Web Intercepts
Measure Customer Effort Score (CES) and deploy web intercepts to capture real-time feedback at key moments in the customer journey.
These methodologies can be integrated into any of our consulting services or delivered as standalone analysis. Get in touch to discuss which approaches would best suit your needs.
Ready to Enhance Your Customer Experience?
Discover how our tailored CX and EX Programmes can boost revenue and build lasting customer relationships.
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