Customer Experience Research & Strategy Consulting
In the era of easy and self-service brands, your customers expect the simplest interactions possible. Your customer experience strategy provides the north star for what your products and services must strive to deliver. We save our clients millions by reducing unnecessary CX cost drivers and increasing revenue.
Improve customer satisfaction
Identify and solve critical pain points
Gain a competitive advantage
Leap frog by delivering superior services
Create a customer-centric culture
Align employees and customers to a new vision
Customer Experience Expertise
Define current and future state
Evaluate your performance
Strategy & Master Plan
Set a vision for the future
To become a truly customer-centric culture requires alignment on the challenges customers are facing today and a vision of where the organization is headed. Current- and future-state journey maps deliver this. They synthesize the end-to-end experience of being a customer and detail pain points, expectations, and opportunities in a way that any team can leverage to deliver a more effective customer experience.
Your customer experience stretches far beyond your customer service and sales channels – it includes every touchpoint. Few organizations have visibility on their holistic CX; creating a number of risks, such as dropped hand-offs between teams and inconsistencies. As brands are increasingly digital-by-default, having a clear assessment of your CX is critical to using in-person services efficiently and creating a seamless experience. We provide a comprehensive CX audit service that examines your end-to-end and prioritizes opportunities. This allows for orgs from any industry —private or public sector— to quickly assess how to improve customer satisfaction and further investments.
We specialize in updating or creating customer experience strategies for large organizations. These include master plans and refreshing existing strategies. Our focus is on using design thinking methodologies to create innovative strategies through consultations with customers and employees. This includes a comprehensive analysis of the current customer experience and developing a vision for the future of your brand. Our research into disruptors also adds critical perspective on where your industry is heading. A customer experience vision may be the most important investment to guide your products or services to success.
Read Our Success Stories
Create CX Master Plan for one of the world's largest ferry operators
Making Canada's leading weather app more useful & more profitable
Create a Customer Experience Plan for Vancouver's Tourism Board
Improve customer satisfaction & reduce customer support calls
Define the roadmap for the world's leading Web3 talent platform
CX Resources & Training
Methodology and ExamplesIntro to Customer Experience
Tips & lessonsHow to create customer journey maps & journey mapping tips
Strategy, Methodology, Service DesignPH1 Research's Service Transformation Methodology
CX, ToolkitsBecoming customer-centric: 3 toolkits to measure your Customer Experience
Innovation methodologyTurning Fandom into Revenue with Web3
Research, Public Health, StrategyOur personal views about health are changing the way we want to be engaged
CX, UX, ResearchBecoming customer-centric: What most organizations get wrong