Customer Experience (cx) Design

Your organization’s core offering is often wrapped in several layers, starting with the behaviour, manner and tone of the staff member (or technological interface); the staff member’s subject and system expertise knowledge of the offerings and operations; your organization’s processes; systems and tools deployed by the organization.

Your customers have to cut through all these layers to get to the offering and these layers contribute to the customer experience, either negatively or positively. Furthermore, research shows that customers are less influenced by the core offering than by the layers of experience around it.

We will give you the insights and tools to analyse the experience that your organization delivers, understand when and how it adds value, and identify opportunities to improve the experience.