CX Design

Every interaction is loyalty in the making. Or breaking.

We explore the highs, lows, and moments of differentiation within each interaction between your brand and your customer. We imagine a desired future state, and design a brand aligned customer experience across the entire journey.

We do this work co-creatively by engaging your most important audiences including your customers, employees, partners, retailers and their associates.

We use our proprietary customer engagement mapping framework to guide this work which includes:

Business Opportunity
Person not Persona
Current & Desired
Human & Digital
Functional & Emotional
Business Impact

From this work you are armed with and end-to-end customer journey map, an implementation roadmap and a customer experience playbook.

To help you understand the impact and ROI of your CX efforts across the entire journey, we measure customer experience in a consistent and continuous manner to evaluate efforts and glean actionable insights to guide improvements and adjustments.

Services Include:

  • Brand Immersion
  • Ethnographies
  • Individual Interviews (IDIs)
  • Customer Co-creation
  • Ideation Labs
  • CX Business Casing
  • Journey-Mapping
  • Prioritization & Action Planning
  • Organizational Readiness Assessment
  • Organizational Alignment
  • ROXI strategy and execution as a service