CX Strategy & Engagement

Connecting insight to action, our customer experience consulting services help transform customer experiences by activating strategy and shaping change across organisations.

Key Benefits

An orchestrated approach that engages all levels of the enterprise and establishes the necessary buy-in and alignment to drive real change.
A clearly defined strategy that unifies external customer insight with internal cross-functional knowledge provided by our customer experience strategy consulting team and yields pragmatic steps for achieving the vision.
An optimised customer experience organisation and operating model, designed by our CX consultants, that provides the infrastructure to maintain focus and ongoing governance.
Customer-centric, enabled front line teams that yield increased employee satisfaction and improved retention, loyalty and engagement.
Continuous learning through experience measurement that fosters innovation, accountability and overall culture of customer-centricity.
Improved quality and consistency of the customer experience that increases customer retention and share of wallet while strengthening brand reputation in the marketplace.

How We Do It

Ultimately, every strategy needs to be executed by people. For us, this is not a conceptual exercise. Our integrated team of strategy consultants, researchers, and technologists engage stakeholders to create and align on a shared future state vision. We then develop and embed the supporting tools and practices to bring that vision to life through ongoing inspiration and reinforcement at the center of enterprise culture.

Key Offerings & Services

Experience Measurement

Experience transformation is enabled through continuous learning that drives ongoing, timely experience improvement. We embed feedback into day-to-day operations, such as survey tools and behavioral analytics, so the customer and employee are always at the center of all programs.

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Ideal Experience Strategy

We unify cross-functional stakeholders to design and prioritise critical aspects of the future state experience. The resulting blueprint articulates key insights, operational considerations and a strategic roadmap for future initiatives, serving as the brand’s North Star for continuous evolution of the customer experience.
Employee Engagement & Education

Galvanising your workforce around your strategy is almost as important as the strategy itself. Our customer experience management consulting approach takes a blended approach to employee education, applying multiple modalities to maximise engagement and adoption.