We work with clients to design and validate the next-generation customer experiences. We ensure the customer is a key participant in this process understanding their needs (both stated and hidden) to set the guiderails for the experiences we develop.
Over a period of weeks, not months, our team work collaboratively with product, commercial and insights teams to define a small number key of target client experiences – ensuring they cover key customer needs – whether they be sales, onboarding or service. These are grounded in research using our deep domain expertise and combined with compelling examples from other industries and geographies.
Operating iteratively and out in the open, we build organisational alignment by ensuring all outputs are both highly visual and data led. A key output is our customer value model – enabling the business to explore how proposed customer experience compares to today, what technology and business enablers are required to deliver as well as underlying evidence base.