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award-winning

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CX DESIGN

Data driven. Research backed. 100% traceable.
This is the stuff great CX is made of.

Since 2013, we've successfully deployed our proprietary Customer Experience framework, working with Fortune 500 companies and corporates to:

  • Gain insights into pain points and hot spots.

  • Refocus their customer-centred strategy at C-level.

  • Align direction across teams.

  • Increase customer focus.

  • Build cohesive digital programme roadmaps.

  • Plan for omnichannel deployment.

CASE STUDY 1

Man Shopping for Groceries

A Global grocery retailer  struggled to identify best strategic opportunities that would drive sales, defeat competitors & deliver new value to customers.

Through a series of specially designed surveys, focus groups and engagement sessions and a pilot rollout in 3 countries, we optimised the global retailer's strategy and got them to focus on key 'big win' areas to deeply connect with their customer base.

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Customer journey maps

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customer needs

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Ranked opportunities

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Expert reviews

CASE STUDY 2

Adult Education Course

A Global FINANCIAL EDUCATION
provider was losing engagement from their members and perception of membership value was declining.

We facilitated journey mapping and co-creation sessions for multidisciplinary teams, including representatives from strategy, marketing, customer service, operations and technology, across 3 different continents.

Based on research-backed customer needs, we concepted new opportunities for valuable and differentiating customer propositions. These concepts were then validated with members and the best ones taken forward into prototyping and implementation. We also defined the future operating model and roadmap that enabled the organisation to truly adopt a customer-centric culture.

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Customer journey maps

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Ranked opportunities

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Programme roadmap

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Personas

CASE STUDY 3

Entering credit card details
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Customer journey maps

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Prototypes

A Global retail & investment bank 
saw poor conversion to their credit card product due to suboptimal customer journeys.


We took a human-centred view and totally redesigned the customer journey for credit applications, identifying key moments for personalisation based on existing known customer data and buying behaviour. To support this, we specced out an intelligent recommendation engine that would serve up the most suitable product journey for each customer.

The result was a seamless omnichannel journey that optimised conversion, minimised effort and maximised satisfaction.

Keen to know more?
Contact our CX + Design practice lead