Strategy
Need a customer or CX strategy that is future focussed while still being achievable operationally? Got a list of too many initiatives and unsure where to start.
We work with your leaders and teams to set direction, starting with the customer and getting targeted about segments and experiences that will deliver the organisations aspirations.
We work with your teams to understand what has to change to deliver the future and how you will know.
Recent work includes customer and CX strategy, CX measurement frameworks and research to inform future strategy.
Set the strategy from the customer through the organisation to deliver change and growth
Good for
Organisations that need a deliverable customer or CX strategy
Leaders deciding which customer segments and experiences matter most, and what to stop doing.
Boards and executives who want direction grounded in evidence.
Teams who have CX activity under way but cannot show whether it is working.
What we do
Research with customers and staff, combined with business data, to understand where value and cost sit today
Define your target customer segments and experiences
Build a measurement framework so you know whether the strategy is working
Write the strategic narrative for the board, executive and teams
Facilitate roadmap and trade off conversations
What we deliver
Customer strategy, on a page and in full
Needs-based segmentation and moments that matter
Experience principles to guide change
CX measurement framework
Prioritised roadmap of initiatives
A board or executive narrative
Our other services
Co-design & Service Design
Designing future state experiences and operations with the people who use them most
Research
Qualitative research with customers and staff delivering insights and models
Operating Model Design
Get change moving across the silos through structure, processes and system design
Case Studies
Insurance - customer segments and CVPs
Designing segments and propositions for SME customers
Film- product/market fit
Determining whether a new idea has product/market fit
Government - service design
Redesigning operational policies to be customer centric
Have a problem you’d like help solving?
We’d love to hear from you.