Our methodology
Customer Culture Program
CX+ PlatformUpskill
A culture-first approach to CX.
Our approach to CX is grounded in the science of deep customer empathy and rapid creative experimentation.
We help organisations develop the 7 pillars of a leading Customer Culture.
We work with organisations to understand and implement strategies to leverage their CX strengths and close their CX gaps.
Empathy
and understanding
We have an accurate knowledge of our customer's needs, wants, goals and pain points.
Proactive
feedback
We have established and consistent processes for proactively seeking feedback from our customers
Service
Mindset
We have an explicit understanding of our customer journeys and continually optimise them for our customers.
Customer
Centricity
We put our customers at the centre of everything that we do.
Codesign
and collaboration
We actively involve customers in solution design and development.
Agility
and iteration
We routinely change our products and processes based on customer feedback.
Customer
Champions
Our customers and people are champions for our brand.
A holistic approach to great customer experience.
We believe great customer experience is everyone's responsibility. Our culture-first approach to CX provides your teams the skills, tools and mindsets to deliver and optimise amazing customer experiences.
Measuring your
Customer Culture.
We provide you the tools to quantify and set a baseline for the strengths and opportunities for improvement with your current Customer Culture.
Empowering internal
customer champions.
Our hands-on skills programs provide senior leaders, CX managers and customer service staff the knowledge and skills to deliver great experiences.
Creating a library of
customer knowledge.
The Customer Culture methodology results in a centralised bank of customer knowledge through the development of personas, journey maps and CX experiments.
Embedding CX as part of your
organisation's DNA.
We have developed a robust approach for embedding customer experience routines in your organisation - making sure that changes stick and impact can be measured.
Our approach focusses on what matters.
Our skills programs and tools help organisations realise real value from their CX program by creating tangible deliverables that have immediate impact.
Customer personas
Deepening our understanding of our customers through the development of customer personas.
Service blueprints
Mapping current and future state service journeys for your core products and processes.
CX
Experiments
Identifying. prioritising and measuring targeted improvements to your customer experience.