CUSTOMER EXPERIENCE
Customer experience consulting, front stage to back.
How your customers experience you at every touchpoint, how it should be, and the changes to people, process and technology that make it real.
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What we do
- 01
Customer experience design
How customers experience you at every touchpoint, and what has to change behind the scenes to deliver it. You get the target experience and the changes to people, process and technology that make it real.
- 02
Service design
How a service works from a customer's first contact to the last, across people, channels and systems. You get a tested service blueprint your teams can build and run.
- 03
Customer and market research
What your customers need and how your market is moving, learned from customers themselves. You get findings you can act on, with the evidence behind them.
- 04
AI in the customer experience
Where AI improves the experience and takes cost out, such as answering routine questions end to end with a designed handover to a person, and the measures that show it working.
01
What a customer experience consultant does with us
Every engagement starts with your customers, across each type you serve. We define the current and future experience together, look at where the opportunities sit, then map the initiatives that close the gap, right down to the technology and data.
We stay for the delivery, with your teams and partners, so the experience your customers get is the one that was designed.
The experience your customers get is the one that was designed.
How we work
OUR APPROACH →- 01
We work out where you can grow, and how AI gets you there.
- 02
We design the services, products and experiences.
- 03
We build it with you.
SEE IT IN PRACTICE · HEALTHCARE
Resonate Health
From day zero to 2030: go-to-market, industry innovation, and embedded digital transformation capability.
READ THE CASE →Questions
- What does a customer experience consultant do?
- Works out how customers experience a business today, designs how it should be, and sets out the changes to people, process and technology that deliver it. With us that runs through to delivery.
- Is customer experience consulting the same as service design?
- They overlap. Customer experience covers every touchpoint a customer meets. Service design goes behind those touchpoints to the people, process and systems that deliver them. We do both together.
- Can AI improve our customer experience?
- Often, where it answers routine questions end to end and hands over to a person well. We find where it pays back, design it, and set the measures before it goes live.
- Do you stay for delivery?
- Yes. We build with your teams, or direct the partners you already use, hold the work to the design, and track the benefits through launch and scale.
- Do you work in Sydney and Auckland?
- Yes. We're based in Sydney, Auckland and New Plymouth, and work with clients across Australia and New Zealand, in person and remotely.
Thirty minutes on where AI can take your business
Nothing to prepare. Tell us what you're working on and where you want to get to, and we'll bounce some ideas around together.