Customer Experience (CX)

Customer Experience (CX) is concerned with orchestrating an end-to-end journey between a customer or business introducer and a company. CX involves a wide variety of channels, platforms and touch points - from pre-purchase (awareness, research, attraction, interaction) to purchase, and then on to post-purchase (use, cultivation and advocacy).

 The secret behind a successful customer experience programme is the ability to relate it to business objectives, values and specific journeys.

There are a number of reasons why building an outstanding introducer / customer experience is critical to businesses:

  • Creates a competitive advantage
  • Improves customer satisfaction
  • Builds lasting customer relationships
  • Fosters repeat customers and customer loyalty
  • Increases customer advocacy and referrals
  • Increases cross-selling and upselling
  • Reduces customer churn
  • Increases revenue and sales


Strategic CX imperatives include:

  • Identifying compelling customer / channel insights for service improvement (Voice of Customer)
  • Enhancing the end-to-end experience
  • Facilitating more meaningful interactions
  • Capturing moments of delight / exciters / delighters (wow)
  • Gaining deeper insights as to how the values of your business relate to the customer experience from their lens and how they are being lived
  • Developing more effective customer acquisition / conversion
  • Improving speed to market and responsiveness where it matters most
  • Establishing a foundation for enhanced operational effectiveness and innovation centred around the Customer Experience
  • Creating stronger, long-lasting customer relationships
  • Establish how your customer experience compares with that of your competitors
  • Defining ‘what’s next’ in terms of customers’ wants, needs and expectations
  • Removing unnecessary obstacles, barriers and ‘friction’ from the Customer Experience

To gain invaluable insights and optimise your customer experience, call us on +44 (0)20 7464 4402 or email us at