Customer Experience Transformation
This is lens that customers see you through, it’s critical to get it right.
What is it & why is it so important
“The whole is greater than the sum of its parts” - Aristotle
Customer experience is the sum of every interaction a customer has with your business —across digital, physical, and service touch-points.
Gartner, McKinsey, Accenture and Harvard Business Review have all proven that happy customers spend more, advocate more and stay loyal for longer.
At B33, we help you to gain a holistic understanding of your customer and their current experience so you can identify opportunities to better meet user needs, reduce friction and meet your business goals.
Our rapid, iterative and evidence-based approach allows you to step closer to a future state with certainty, ensuring your customer experience becomes a competitive advance driving lasting positive change.
Service details
Overview
We deliver actionable consumer and market insights, a clear view of business challenges and opportunities, and a visual omni-channel experience map aligned to measurable goals. Through focused strategies and a practical roadmap, we help organisations create experiences that deliver lasting positive outcomes - improving the health and wellbeing of the people they serve.
Benefits
When customer experience is approached as a unified, strategic discipline, the whole becomes greater than the sum of its parts. By aligning business divisions and stakeholders around a shared vision, we transform insights and ideas into a harmonised, data-driven strategy—creating an omnichannel ecosystem that delivers mutual value to both users and the organisation, and unlocking sustainable competitive advantage.
““Bear Grylls Adventure delivered Merlin’s first interactive wearable, but more importantly delivered an end to end digital guest journey done at scale. From the new redesigned website right through to the lockers at the end of day, our team has been at the heart of the design process. Unanimously fantastic praise from the board and now being talked about openly with the city and investors.”
— Kieran Harvey, Director of Digital Products and Services
What to expect
Market Insights
In-depth research on competitors, emerging trends and inspiration from external industries - turned into actionable insights for effective market positioning.
Customer insights
Qualitative and quantitative research and or analysis to identify behaviours, motivations, needs and pain points. Digging into the dirt, bringing the voice of the customer to the forefront of the conversation.
Strategic workshops
Key stakeholders gather to align on key objectives, challenges, and measurable business goals.
Innovation workshops
Cross functional collaborative sessions to share insights and ideate actionable opportunities that deliver against business goals.
Experience mapping
Visualisation of every touchpoint, emotion and need across the entire customer experience -highlighting friction points and areas to address.
Roadmap
Prioritised opportunities to get after with a certainty score to help you drive the biggest impact in the shortest timeframe.
Work with us
A short sharp hit
£1,500 for a Customer Experience Assessment to identify your most pressing issues to address both internally and externally
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Discussions with C-Suit down to Front-Line staff, assessing culture, maturity and …..
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Short sharp analysis of customer satisfaction
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Framework identifying the areas that need to be addressed
Customer Experience Transformation
6-10 week engagement to
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Discussions with C-Suit down to Front-Line staff, assessing culture, maturity and …..
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Short sharp analysis of customer satisfaction
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Framework identifying the areas that need to be addressed
Service Design