customer experience & innovation consulting
We help you bring customers to the centre of your planning and decision making.
Our customer research, customer journey mapping and customer experience workshops (online and off) will transform the way you see your business, industry and customer.
Our programs will help you create exceptional customer experience and achieve new growth. Innovation will feel effortless. You will find creative solutions to engage customers, create exceptional customer experiences and attract new markets.
We offer the following services:
customer & CX research
cross-industry & trends research
customer & CX strategy
customer innovation strategy
customer framework development
implementation support
coaching & mentorship
customer & trend research
We apply traditional, human-centred-design (HCD) and innovation research principles to look deeply into customer needs and behaviours to develop rich insights into customer journey and experience.
We look beyond standard research practices to find unique insights into experiences customers will not tell us through traditional research methods. We even bring customers and clients together to collaborate and share ideas through our unique customer insights workshops.
All our services are available online. Customer research using virtual meeting platforms results in exceptional insights into customers, their values, behaviours, needs and expectations.
Our online customer research services include:
ethnographic & depth research
observation research
focus groups
quantitative research & surveys
customer insights virtual workshops (bringing clients & customers together)
Our trend research services include:
cross-industry research
6-paths-of-innovation research (blue ocean strategy)
non-customer research
customer journey & experience mapping
Understanding your customers' journey and experience can lead to the creation of new customer value, unique customer experience and new market opportunities. It can lead to the creation of customer value that competitors will find difficult to replicate.
Our designers will translate your customers experiences (touchpoints, behaviours, emotions and pain points) into visual maps. Customer journey and experience maps assist the design of holistic customer experiences, solutions and innovations.
The current-state map supports your strategic conversation for change and initiative development. Back stage mapping enables the identification of all elements (marketing, sales, processes, policies) required to transform a customer experience. Customer journey & experience maps can help you develop a more customer-centric lens. The future-state map facilitates the communication of your vision to internal teams, customers and stakeholders.
customer & innovation strategy
We work with you to craft your customer and/or innovation strategy that will help you develop commercially-viable customer initiatives, innovation and design customer experiences for the short, mid and long-term.
We work with you to prioritise, pilot and test your ideas: ensuring the right ideas are taken to market and the cost and risk of innovation is reduced.
Our consulting projects are tailored to your strategic priorities and usually include a blend of different frameworks and methodologies. We work with a suite of global evidence-based frameworks and practices including:
Blue Ocean Strategy®
Design thinking
Theory U
Business Model Generation
Balanced Scorecard principles
“The program has reinforced the importance of substantive interaction between industry and customers to ensure a mutually beneficial relationship. ”
customer transformation programs
We engage teams across organisations to develop an enterprise-wide customer transformation program. We tailor these programs to meet your current maturity in customer-centricity - whether your starting out or already have a customer transformation program in place.
We work closely with your team to support competency-development in innovation and customer centricity and a shared language across the organisation.
Our customer transformation services are based on the L.A.M model - ensuring the successful implementation of a strategy that is evidence based, customer-centric and growth oriented.
Our services include:
Diagnostics
Customer persona development
Customer value proposition development
Customer journey mapping - current/future states
Customer segmentation
Process redesign around customers
Workshops
Implementation & coaching sessions
L.A.M model
Our programs are built around the LAM model and underpinned by global best-practice in design thinking and innovation. The LAM model ensures all activities and initiatives focus on evidence-based learning, alignment of strategy and operations and measurement of outcomes.