CUSTOMER EXPERIENCE
Experts in CX for over 20 years
Our CX programs have been painting better pictures for our clients and their customers for 21 years. We currently power circa 34 million survey responses per year. We run complex, global programs—for example, we are running one in 32 markets, in 30 languages, across 7 brands, with end-to-end journey feedback. We’ve even won awards for our CX programs. We work with a wide variety of ambitious brands to deliver tangible improvements and long-term, sustainable impacts to their business.
CX technologists with our own proprietary platform
Designed and built by researchers, for researchers, our cutting-edge software and our ability to seamlessly integrate modules and capabilities together gives our platform in-built agility that makes us quick to respond to clients’ evolving CX needs. From transparent text analytics and in-platform weighting to automated reporting, we offer a significant step forward for our client’s program on a day-to-day basis. Our System 1 philosophy is embedded across our technology, and we have an exciting roadmap for our platform that ensures we will continue to drive the evolution of CX best-practice.
CX Solutions uniquely positioned at the intersection of Behavior & Emotion
Where brands see their CX scores plateau or face a stagnant roadmap of fixes that are unlikely to be game-changing for customer experience, they need new insight on how to connect with customers. That’s where our Emotional CX program comes in – it’s the best of System 1 & System 2.
Commercially minded, action-orientated advisory insight professionals operating under a flexible service model
By offering a professional service rather than off-the-shelf tech alone, our experts are immersed in our client’s business and work as an extension of their team. Analyzing, understanding, and socializing their data in real-time drives the story behind the data, allowing our clients to make evidence-based decisions that secure success for their business confidently. We’re proud to provide a highly-responsive, collaborative service to our clients, truly acting as an extension of their team.
Cost-effective flexibility and agility into the heart of your business
We believe this is critical in ensuring our clients can achieve the customer closeness they need as they continue to execute transformation strategies without simply increasing the length of their surveys. Our Agile Survey Engine and Instant Qual Platforms are helping our clients to take their CX program to the next level.
Identifying the right CX metrics for you
We believe that organizations, their brands, and their customers are unique. Our experience shows us that the most effective program that drives increases in satisfaction, retention, and relationship reflects these unique characteristics. There is no “one size” that fits all; as such, we work with our clients to find metrics that work for them and their businesses and drive the right outcomes.
The Experience & Insights platform
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