CX Design

QUALITATIVE RESEARCH

Gain an an understanding of how your customers think and feel through in-depth and in context qualitative research. Use the findings to understand their needs, values and behaviours.

QUANTITATIVE RESARCH

Do you fix squeaky wheels rather than systemic issues? Quantitative research lets you understand the strength of opinions and quantify the number of people likely to act in a particular way. Use the findings to develop business cases or forecast future performance.

JOURNEY MAPPING

Take an outside in approach to documenting your customer experience. Use customer journey maps to capture the current state or design a future experience. By capturing what your customers actually experience, you'll quickly identify pain points, delighters and variation by channel or segment.

IDEATION

Our collaborative approach to ideation includes customer, senior managers and front line staff. Through structured workshops bring in external perspectives and future trends along with your internal views to define problems and come up with creative and pragmatic solutions.

SERVICE DESIGN & BLUEPRINT

A good service design and blueprint brings together people, process and technology to detail how your service will work in the future. Use the blueprint to sure up business requirements for technical solutions and make sure that you've covered all the scenarios you need for channel variations.

IMPLEMENTATION

We pull in team members from across Customer Science to make sure you have access to all the skills and expertise needed to implementation your CX design roadmap. Our specialists support you deliver technology, process, operating model and cultural changes to improve your customer experience.

JAMES SMITH

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JANE ADAMS

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MICHAEL CLAY

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WHAT WE DO

QUALITATIVE RESEARCH

QUANTITATIVE RESARCH

JOURNEY MAPPING

IDEATION

SERVICE DESIGN & BLUEPRINT

IMPLEMENTATION

WHAT THEY SAY...

NSW RURAL FIRE SERVICE CASE STUDY

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