Make the move to strategic CX
Today’s organisations are better equipped to build long-lasting relationships than ever before. To differentiate your customer experience, design a CX strategy around your customers’ unmet needs. Explore how personalisation and accessibility will elevate the customer journey. Get in touch →
What is ‘customer experience’ (CX) design?
User experience research and design (UX) concentrates on user interactions and their experience with a specific product or service. Customer experience design (CX) considers the relationship between your business and your customer: What do they want? How do they feel? What factors may impact their experience? It’s about improving the quality of every customer interaction at every step.
Create transformative and personalised experiences.
What does the CX process look like?
- First we break down the steps of your customers’ journey – for example, how do they find services? what actually happens when they contact you? what were they expecting?
- Then we identify common frustrations, behaviours and preferences.
- Applying research-based insights, we refine the experience for each audience segment. Sometimes this means introducing technology. Other times, it’s rethinking service workflows.
- Finally, we tune, test and re-test concepts with customers. Incorporating customer feedback into the solution creates an engaging experience that is more likely to encourage advocacy and loyalty.