Customer Experience Transformation

“The whole is greater than the sum of its parts” - Aristotle

This is how your customers judge you, it’s critical to get it right.

Customer experience looks at every interaction someone has with your brand—digital, physical and human. Customers engage with brands in multiple ways, that’s why you need to think about the omni-channel experience.

We help you see the full picture. By understanding what your customers truly experience today, we can define a more effective, joined-up and people-first future. One that reduces friction, improves satisfaction and achieves measurable business results.

Our iterative, insight-led approach moves you forward with certainty—shaping an experience that not only meets expectations but becomes a driver of loyalty and long-term growth.

Service details

What we deliver

  • Actionable consumer and market insights

  • A visual omni-channel experience map

  • Clear definition of challenges and opportunities

  • A go-to-market plan aligned to measurable goals

You get strategic clarity and a practical roadmap—so you can act with confidence and drive meaningful results for customers, staff and business.

Why it matters

When experience is treated as a strategic discipline, the outcome is far more than the sum of its parts: customers stick around, recommend you, and come back for more.

By aligning people, processes and channels around a shared vision, we create an integrated ecosystem that delivers mutual value—for users and business alike.

 “You’ve got to start with the customer experience and work back towards the technology, not the other way round.”

— Steve Jobs, CEO of Apple Inc

How we help

We guide you through challenges like:

  • Responding to shifting market conditions

  • Launching or evolving products within complex ecosystems

  • Untangling fragmented user journeys

  • Increasing satisfaction and adoption

  • Breaking down silos and aligning teams

  • Reducing complexity through consolidation

  • Enhancing lives at home and work

Testimonial

"Bear Grylls Adventure delivered Merlin’s first interactive wearable—but more importantly, it delivered a joined-up guest journey at scale. From website to lockers, our team was at the heart of the design. The board’s response was unanimously positive, and it’s become a talking point with the city and investors."

— Kieran Harvey, Director of Digital Products and Services

What to expect

  • Competitive research, industry trends, and cross-sector inspiration—translated into actionable insight.

  • We dig into existing feedback to surface customer pain points, unmet needs and opportunities—bringing the real customer voice to the forefront.

  • We use a blend of qualitative and quantitative methods to understand user behaviours, motivations and expectations—informing every step of development.

  • Sessions with key stakeholders to align on business objectives, challenges, and the measurable goals that define success.

  • A visual walkthrough of every touchpoint, emotion and interaction your customer has—helping to identify gaps and moments that matter.

  • Collaborative, cross-functional sessions that spark new ideas and help translate insights into viable, user-centred opportunities.

  • A prioritised plan of opportunities to pursue, complete with certainty scores to help you focus on the biggest wins first.

What next?

Free assessment - 1 hour

Complete our free CX maturity assessment (10 mins) followed by 1 hour call to determine where you are and what you need to focus on.

Research - 1-2 weeks

Share your customer data and insights, then let us get into the weeds of what your customer experience is really like. Get a high level report with actionable insights.

CX transformation - 4-6 weeks

We’ll map your current customer experience and run a co-creation workshop to explore key challenges and opportunities. From there, we’ll define a future state and strategic roadmap to test and learn from