Solutions
Customer experience consulting
Drive growth through data-driven customer experience strategy
We help businesses leverage data to define customer-centric strategies that drive growth opportunities and prioritise initiatives that deliver real value.
Facing growth challenges?
Understanding shifting customer expectations can be complex. We help you by harnessing your customer data and generating insights into their needs and behaviours that lead to actionable, practical strategies that ensure customer satisfaction and drive business success.
Struggling to differentiate?
With a deep understanding of customers’ needs, we will identify the opportunities to distinguish your brand within the category. We uncover the opportunities for innovation, the friction points to be resolved across the customer journey and show you how to create magical moments for customer’s that stand out and create competitive advantage.
Want to improve customer engagement?
We guide organisations in aligning customer experience and digital strategies. We show you how and where to leverage data to create relevance at every touchpoint and deepen engagement across the entire customer journey.
Did you know?
What does a typical customer experience consulting project look like?
Our proven methodology is scalable to your brand and broadly follows these stages
Discovery
Gather and analyse multiple sources of data and complete additional research if needed. Gain perspectives across the organisation of the current customer’s experience of the brand, known challenges or obstacles to improvements. Identify current metrics and reporting capabilities for evaluating the impact of customer initiatives. Understand the organisation’s capacity and capability to deliver on our practical and actionable strategies.
Customer experience mapping
Aggregate and interpret data into a visualised customer experience map that highlights the key moments that matter (to customers) in their relationship with your brand and the category. Leverage our expertise and decades of experience to uncover where the greatest opportunities exist to create meaningful transformation that improves customer satisfaction, ensures retention and deepens engagement. Define the key blockers and enablers within the organisation to achieving customer experience transformation.
Stakeholder alignment
Dynamic and interactive working sessions are designed to actively engage stakeholders, using the customer experience map as a central tool to align perspectives, gather diverse input, and fully develop key opportunities. These sessions incorporate scenario planning and horizon scanning exercises to explore future possibilities and ensure a forward-looking approach. This process supports informed decision-making and helps define and prioritise the most impactful areas for action.
Customer experience strategy and roadmap
Consolidate and evaluate the many recommendations and opportunities – often hundreds – into a clear and action-orientated, prioritised set of programmes that will deliver customer experience transformation. Provide the supporting investment casing to determine the opportunity size and ensure the impact of change is realistic and achievable by highlighting key dependencies. Deliver the roadmap of short / medium and longer-term set of actions across the defined and prioritised programmes for implementation with an accompanying measurement and reporting framework.
Experts in customer experience
Leading companies choose us for a reason
Data-driven prioritisation
Our approach is routed in real customer data and aligns the customer needs to clear quantified business goals, ensuring we deliver maximum impact that is value-based and measurable.
Make the right changes
We drive strategic and tactical change, considering the organisation’s capacity and capability to deliver on our recommendations, which is how we’ve achieved a successful track record across sectors.
Secure transformation investment
We provide the insight, analysis and investment casing to secure buy-in and budget approval for long-term digital transformation, enabling technology capabilities that deliver meaningful transformation.
See us in action
Leveraging data for a flagship customer experience project for the RAC
Learn how CACI and the RAC worked together to unlock the potential of their data by implementing a suite of tools that would enhance customer interactions and deliver a seamless, personalised experience across all touchpoints.
Awards & accreditations
There’s more where that came from
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FAQs
Answers to common questions about customer experience consulting.
We have several techniques we adopt, frequently this will involve a discovery process and aggregation of data/insight from across the business as well as consulting with stakeholders. We use customer experience mapping to bring together data, visualise the customer’s experience with the brand and in the category, allowing us to identify the key moments where the brand needs to focus to meet/exceed customer needs or resolve existing friction and ensuring we prioritise initiatives that deliver an improved experience and create customer and business value.
Our solutions are scalable and we can adapt our approach to the relevant size, scale and complexity of the brief.
We can operate globally and have delivered projects in the UK, Europe, and Asia. We can work with existing segmentation or priority audience groups and have worked with retailers, investment banks, QSR, airlines/travel, entertainment brands, plus many others.