CX Strategy and Service Design
Customer and employee experience is shaped by every interaction an organisation has with its customers and staff, from first awareness through to ongoing engagement. These experiences influence trust, satisfaction and long-term relationships.
Service design focuses on how these journeys and touchpoints work in practice, helping organisations design experiences that are coherent, authentic and responsive to real needs.
We work with organisations to understand, design and improve customer and employee experiences across key moments, translating strategy into practical, lived experience.
Our work spans CX and EX strategy, service design and applied research, delivered through both strategic advisory and hands-on execution.
We support organisations with:
Customer and employee experience (CX/EX) strategy development
Service design and end-to-end journey mapping
Research design and delivery including qualitative and quantitative methods
Customer and employee journey mapping
Persona development and segmentation analysis
Customer empathy programs
Voice of the customer and employee feedback programs
Employee value proposition development and rollout
Customer service strategy and experience improvement
Research-led product and service design
Social impact assessment and evaluation
Custom research projects tailored to organisational needs
We work closely with leaders and teams to ensure experience insights are practical, actionable and embedded in day-to-day operations.
Customer Personas
Customer Journey Mapping
Social Impact Assessment
Client Surveys
Custom Research Projects
Customer Segmentation Analysis
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Strategic Communications
Strategic communications planning and hands-on delivery to support clarity, trust and confident decision-making. Including internal and external communications, campaigns, publications, speech writing and issues management.
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Brand and Creative
Brand strategy and creative delivery that brings purpose and identity to life. Including brand development, visual identity, publications, web design, presentations and marketing collateral.
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Training and Capability
Brand and communications training that builds confidence and capability across teams. Including presentation skills, communications and media training, customer service and customer centricity programs.