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OUR CAPABILITIES

Customer experience (CX)

See the full picture of your customer experience and uplift it with confidence.

Customer experience 101

CX covers all touchpoints and steps of the journey, including both the functional emotional aspects of the experience. Together, these come together to guide how customers feel about your organisation.
 
Customer experience (CX) strategy and design is about making sense of every moment that matters, from the digital to the human, to shape experiences that actually work for people.

Why customer experience

Without a clear, connected view of CX, even the best intentions can result in fragmented or inconsistent experiences. CX strategy and design brings clarity and unity to customer-facing efforts.

Avoid cross-channel confusion

Customers don’t see your internal structure, they just want things to make sense. Journeys that are misaligned create frustration, drop-off and reputational risk.

Work holistically, invest efficiently

When CX work lives in pockets, it’s hard to scale insight or impact. A joined-up approach to CX research and strategy clarifies what customers actually need and where effort will pay off.

Deliver on CX ambitions

Big-picture visions are important but without execution pathways, they stall. CX strategy and design teams move with confidence from insight to action to impact.

 

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"The outcome is not another dashboard, it is meaningful human connections. That is the measure of success."

Read our article on navigating the ambiguity of CX.

How we do it 

User research & insight gathering

Interviews, contextual inquiry and behavioural analysis to understand customer needs, expectations and pain points.

CX blueprinting

A visual map of how your organisation’s processes, systems, and people connect to the customer journey.

Current-state journey mapping

Document and diagnose existing customer journeys to find breakdowns and opportunities.

Future-state visioning

Define the ideal experience across touchpoints and channels, aligned with organisational goals.

Digital touchpoint design

Refine or co-create key digital interactions (e.g. onboarding, forms, self-service tools) with usability in mind.

CX guidance for non-digital touchpoints

Provide actionable principles and concepts for in-person, phone, or hybrid touchpoints.

CX roadmap development

Prioritise improvements and build a phased plan for experience uplift.

Stakeholder engagement & alignment

Facilitate working sessions to ensure insights land, and teams move forward together.

Explore our other capabilities

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Accessible design

Design and build digital experiences that are accessible, inclusive, and aligned to WCAG standards; backed by practical guidance and thoughtful implementation.

Learn more

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Human-centred AI

Design AI experiences that fit real human needs and contexts, combining an understanding of people, AI capabilities, and operating environments to create solutions that are useful, safe, and responsible.

Learn more