Customer Experience

Insights 

 

 

Designing and delivering memorable CX

The importance of customer experience (CX) and the business benefits it can generate are well recognised. It is clear that CX has become a major topic for many companies. To date though, few have managed to deliver memorable customer experiences - the ones that strengthen customer relationships.

Peak moments are memorable and drive perceptions

Creating an emotional connection with consumers is difficult, but behavioural sciences can maximise our chances of success. People judge an experience based on how they felt at its peaks (i.e., its most intense points) and at its end, rather than based on the total sum or average of every moment of the experience.

OurEPIC framework allows us to more readily discover what the memorable moments are

ELEVATE SATISFACTION TO HAPPINESS

epic JOURNEY

séparateur

Our Whitepaper explores the science behind CX

CX whitepaper combo
séparateur

Our CX Experts

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Richard Stevenson

Senior Director

Rich leads the CX offer development in the UK and works with blue chip companies to review, refine and implement memorable service experiences to their customers.

Contact Rich

Caroline Ahmed

Caroline Ahmed

Director

Caroline has 15 years’ agency experience, deploying the full range of quantitative and qualitative techniques, with particular experience in new proposition development, CX & user testing.

Contact Caroline

Matt Costin

Matt Costin

Managing Director

Matt is a customer experience and brand equity benchmarking expert and is the original architect of BVA BDRC’s VenueVerdict programme.


Contact Matt

James Bland

James Bland

Director

James has worked extensively on continuous CX tracking programmes, delivered through online reporting platforms and based largely around online feedback and mystery shopping.

Contact James