We're about imagining an effortless experience first, then we find the technology to support it

We study people in a unbiased way and create hundreds of possible solutions. Testing eliminates ideas that don't work.

Our clients often have no problem creating things, but have little visibility into what will actually resonate with customers.

We help them conceptualise and test the value of their ideas with actual customers.

How we work with you

Service Design and Culture Change are two sides of the same coin.

It's all well and good to design an experience. Unless your own people are able to change the way they relate to customers, little will stick.

How we get results

Our capabilities

Making organisations fit for the future

The kinds of projects we do involving

People & Culture Change

System and Process Implementation and Adoption
Closed Loop Feedback
Digital Analytics
Net Promoter Score (NPS)
Change Implementation
Capability Uplift
System and Process Change Design
Employee Promoter Score
Culture Change Design
Voice of Customer (VOC)
Organisational Design
New Ways of Working
Employee Experience Design
Understanding and designing for customers

The kinds of projects we do involving

Service Design & Research

Customer-led Playbook Design
Contact Handling Design
Customer Value Proposition Testing
Customer Segmentation
Customer Personas
Customer Value Proposition (CVP) Design
Employee Engagement
Journey Analytics
Spatial Design
Conversation Design
Business Model Design
Product Design
Customer-led Innovation
User Experience Design (UX)
Omnichannel Design
Digital Transformation Strategy
Customer Strategy
Customer Satisfaction (CSAT)
Want to know more?
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expert:
Jens Henrichsen
© 2019 The Customer Experience Company
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