Customer Experience
Working with clients to transform their customer experience, crafting meaningful and memorable moments that improve business outcomes and increase customer satisfaction.
1. Experience Audit and Immersion
A detailed discovery across data, competitor and the cultural landscape, alongside qualatative research (customer interviews, customer focus group, stakeholder interviews) to understand pain-points and opportunities to improve.
2. Personal Development
Creating customer personas to guide personalised and targeted customer interactions.
3. Customer Journey Design
Mapping the complete customer journey is an art and science. We analyse every interaction, touchpoint, and channel, uncovering pain points and opportunities for innovation.
4. Future State Journey Design
Utilising thw principles of human-centred design to revolutionise customer experiences by reimagining pain points as opportunities for delightful moments, shaping an optimal future-state journey at every interaction.
5. Ideation and Co-Creation Workshops
Designing, driving and facilitating creative/ideation/co-design and feature prioritisation workshops with senior stakeholders.
6. Customer Experience Roadmap
Based on research findings and ideation workshop outputs, develop a 1-3 year roadmap of prioritised customer experience initiatives based on impact and feasibility.